Client Relations Assistant - Tufts Veterinary Field Service - Tufts University

The Tufts Veterinary Field Service is the largest mobile large animal practice in the Northeast. The ten veterinarians in the section make approximately 4,800 farm calls per year, and tend to over 50,000 cows, 2,500 horses, 1,000 sheep, 1,500 goats, and 500 llamas or alpacas.

The Department of Ambulatory Medicine and Theriogenology (DAMT) is the academic home for the Tufts Veterinary Field Service (TVFS). DAMT promotes the health and well-being of farm and large companion animals through environmentally appropriate husbandry, and population based preventive medical practices and therapies. By modeling evidence-based animal and veterinary care and advising animal caretakers of those principles, we enhance the viability of commercial and private farms and stables, while providing students with practical experience and knowledge. We train professional and graduate students in the prevention, diagnosis and treatment of disease for agricultural animals and horses.

Join our team as a Client Relations Assistant and be crucial to the sucess of our practice. The ideal candidate brings knowledge and experience as typically acquired through personal or work experience caring for Livestock (non-equine), predominately cattle, sheep, and goats. In this role, you will provide excellent customer service to our clientele and high-quality administrative support and services to our staff, faculty, and students.

As a Client Relations Assistant, under moderate supervision you will:

• Manage a complex and frequently changing schedule for a busy multi-species and multi-disciplinary ambulatory practice of 11 veterinarians.
  • Review clinician road schedules, both in advance and throughout the day, and adjust routes for geographic efficiency and/or availability as needed.
• Strategically organize multiple schedules to reflect on-going and competing priorities, including accurate daily management of commitments for all TVFS clinicians/faculty client appointments, student assignments, meetings for both clinical and academic obligations, teaching responsibilities, etc.
• Provide exceptional customer service by answering in-bound calls from clients, including triaging and scheduling routine and emergency appointments.
• Effectively manage and coordinate veterinarians’ clinical schedules; answer general information calls about clinic services. Schedule and follow-up on farm calls; pre-appointment confirmation of scheduled visits.
• Take accurate messages for veterinarians and route appropriately.

• Manage aspects of practice management software and paper medical records including, but not limited to:

   

  • Assist with intake and discharge of patient information.

  • Preparation of health certificates, Coggins forms, and vaccination certificates.

  • Communication of laboratory results as requested by veterinarians.
  • Request records and information from other veterinary facilitiies
  • Upload lab work and other paper records into electronic patient accounts.
  • Prepare paperwork, request for services, and discharge orders, as needed.
  • Prepare new patients’ medical records for upcoming appointments, as needed/requested.
• Support office administrative functions, including scanning of documents, filing, screening, and sorting mail and unpacking boxes.
• Monitoring general TVFS email and responding to client needs in a timely and professional manner.
• Work collaboratively with other support staff to cross-train and cover busy times of the day, scheduled and unscheduled absences. Duties to cross train include:
  • Packaging and shipping biological samples, and client pharmacy orders
  • Laundry processing
  • Payment processing in-person and by phone
  • Billing through practice management software
  • Providing estimates for care
• Other duties as assigned by senior support staff and Practice Administrator.

Basic Requirements:

• High School Diploma/GED and 2-4 years’ of administrative and practical experience in animal agriculture, veterinary or medical practice
• Familiarity with veterinary and medical terminology, pharmacology, and animal behavior
• Demonstrated knowledge of geography of TVFS service area (CT, MA, RI).
• Proficient computer skills including familiarity with Microsoft Office and the ability to learn the practice management software.
• Hold a valid U.S. Driver’s License

Preferred Qualifications:

• AA/AS degree in Animal Science or Veterinary Technology preferred with 1-3 years related experience.
• Knowledge and experience with with livestock including:cows, goats, sheep, alpacas, lllamas, pigs, etc
  Ability to effectively work independently and as a member of a diverse team of clinical and administrative professionals. Be resourceful and solution oriented.
• Highly-motivated, self-starter, enthusiastic, genuine, empathetic with a positive professional attitude
• Exceptional interpersonal and communication skills both in person and by telephone.
• Ability to work in a focused manner in a busy office environment and adjust priorities on an ongoing basis
• Demonstrated attention to detail and accuracy in carrying out job duties is required.