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Colorado State University Admin Assistant II - HOURLY in Fort Collins, Colorado

Working Title Admin Assistant II - HOURLY

Position Location Fort Collins, CO 80523

Classification Title Admin Assistant II

Posting Number 202000150P

Position Type State Classified

Open Date 09/16/2020

Close Date 09/29/2020

Salary $16.71/hr + Full Benefits

Full/Part Time Part-time

State Classified Hourly Yes

Overtime Eligible

Description of Work Unit

At the CSU VTH, we exist to educate the next generation of veterinarians by providing exceptional veterinary care and service to the community…everyday. This work unit exists to provide excellent customer service by providing prompt response to all request in a courteous, compassionate, and efficient manner. We will use our knowledge to properly assess the needs of our customer, instruct professional veterinary students, create a professional environment for veterinary medical research, and to support a veterinary medical facility capable of delivering intensive animal care for the general public and referring veterinarians.

Position Summary

The position exists to ensure adequate coverage in the following areas: • Business Office, Medical Records, Reception, and Call Center

The position directs clients and telephone calls to appropriate veterinary clinicians or departments from both the reception area and the call center; and to provide administrative support to clinicians and students caring for patients’ in-hospital or ambulatory by scheduling clients for optimal facility utilization using various parameters. Enters charges for procedures performed and collects monies owed for services rendered. Assist Medical Records in filing records, preparing charts, making copies, and handling requests for records.

When in reception area, this position will focus on the clients when they arrive on-site and for the duration of their visit, appointment or procedure. Specifically, this role will be responsible to check clients into the hospital, direct individuals, assist with client concerns, update electronic scheduling system, keep clients informed and ensure that patients are seen in a timely manner in the hospital. They will directly influence the clients’ VTH experience. This position will support and cross cover for the call center, reception, medical records, and client services areas.

When working in the call center, this position will focus on pre-admission/pre-registration and communications. Specifically, this role will be responsible for answering all calls coming into the hospital currently on the operator line, small and large animal direct lines, scheduling appointments, paging/connecting clinicians and routing calls appropriately. This role will also maintain online scheduling system, verify client/patient information, verify rDVM contact information, explain appointment process and procedures and determine patient service area based on nature of medical concerns and urgency of condition.

Functions and duties will vary depending on scheduled/assigned area for any given day. The expectation is that this position will be proficient in all areas. The area assigned for a given day or time of day is subject to sudden and immediate change. This position will greet each change with goodwill and positive attitude. Hours worked per day are flexible within the 40 hour work week.

Minimum Qualifications

Two years (24 months at full-time, 40hrs/wk) of experience in customer service as a first point of contact. Six months must have been in a veterinary medical environment.

Note: Part-time experience will be calculated to determine the full-time equivalent experience.


Preferred Qualifications

The highly desired candidate will possess the following knowledge, skills, abilities, personal characteristics, and experience directly related to this position:

  • Excellent interpersonal skills with a focus on customer service

  • Excellent communication skills (verbal, written, etc.)

  • Ability to prioritize a high volume of work with a high level of productivity and accuracy is required

  • Ability to interpret complex rules, regulations, policies, procedures, and guidelines and apply them appropriately

  • Keen attention to detail

  • Strong problem-solving skills

  • Ability to maintain confidentiality for all information regarding faculty, staff and student records, communications and personnel matters

  • Ability and willingness to learn new programs

  • Experience in an office environment

  • Working knowledge of medical terminology

Essential Job Duties

Job Duty Category Client Care Facilitation


Meets or exceeds client expectations by facilitating client care and appointment scheduling. Greets and provides prompt responses to all clientss in a courteous, compassionate, and efficient manner. Serves clients by providing correct information, directing inquires to appropriate departments, and assessing clients’ medical and emotional needs. Schedules appointments by matching available dates/times with prerequisites for appointments and requested/recommended services. Determines if requested service is appropriate and apprises the client of options and potential outcomes. Explains and clarifies appointment process and procedures. Verifies client/patient information. Provides basic hospital information and direct clients to various locations in the hospital or surrounding areas. Maintains oversight of reception waiting areas. Liaisons between clients, clinicians, and referring veterinarians. Comforts distressed clients.

Percentage Of Time 50%

Job Duty Category Communication/Documentation


Utilizes multiple communication systems or methods by answering and routing in-coming telephone calls, transmitting messages via personal pagers, overhead intercom, two-way radios, personal contact, written messages, and voice mail. Accuracy of judgment is essential, as life and death decisions are made from information gathered to implement appropriate courses of action. Pages or contacts service areas as required to ensure timely client care. Observes wait times and follow up if clients are not served. Distributes and sends faxes as needed. Compiles data and records by collecting and accurately entering client, donation, and patient data into the computer, updating daily hospital census, assembling financial and medical forms for appointments. Verifies client/patient information at every contact.

Collects and enters charges to animals invoice for exams, diagnostic testing, and procedures performed. Audits charges, ensuring completeness and accuracy utilizing animal’s medical records, and information from doctors, students, staff and clients. Recieives and posts payments for invoices. Balances and enters deposits from previous day’s transactions. Quotes prices for services. Apprises clients, veterinary students, and clinicians of any policy-procedure changes regarding the client/patient experience; follows-up to insure compliance.

Percentage Of Time 20%

Job Duty Category Facilitates rDVM service


Assesses rDVM needs, forwards calls as requested and follows-up on rDVM requirements. Verifies rDVM information and updates data base. Ensures rDVM follow-up from all emergencies. Facilitates communication between clinician, clients, and rDVMs. Follows up on customer service calls and surveys. Assists with concerns and complaints. Promotes the VTH at every opportunity and works diligently to maintain excellent public relations. Activates service recovery initiatives.

Percentage Of Time 10%

Job Duty Category Teamwork


Trains and educates employees, incoming students and clinicians regarding hospital policies and procedures. Designs and formats schedules and works with service areas to gather clinician and service schedules to maintain schedule integrity three months out. Compiles information for others’ use in written and electronic formats. Faxes, prepares and sends packages/mail, compiles and retrieves medical records, makes copies, updates procedure manuals and referring veterinarian list, cleans reception and waiting areas, types various government forms, orders forms, and maintains equipment. Adapts to numerous clinician practice preferences and annual student turnover. Advises leadership team providing input/feedback to changes or proposed changes in reception area, call center and business office.

Percentage Of Time 20%

Special Instructions to Applicants


  • Clearly document job duties you have performed that relate to minimum qualifications, preferred qualifications, and essential job duties in the Work Experience section on the application. Human Resources must be able to evaluate your experience based on this information.

  • Clearly outline dates of employment and hours worked per week for each employment experience listed in the Work Experience section of the Application so that Human Resources can calculate full-time work experience.

  • The APPLICATION is the only document that will be utilized to determine if minimum qualifications, as outlined in the job posting, have been met. The Application is considered to be the legal document on file; resumes will not be reviewed for minimum qualification requirements.


  • If an Application is considered “Incomplete”, the Application will be removed from consideration for the position.

  • An Application is incomplete if no current/ previous employment is included in the Work Experience section of the Application.

  • An Application is incomplete if “see resume” (or something similar) is noted, or previous employment does not contain job duties for every position in the Work Experience section of the Application.

  • Positions requiring a degree or if using education as a substitution for work experience (e.g.: Associate or Bachelor’s) transcripts are required in order to verify receipt of the required degree or coursework. If official or unofficial transcripts are not supplied at the time of application, the Application is incomplete.


  • When a resume is listed as a required document, it may be used in the comparative analysis/ evaluation process to determine the candidates that most closely meet the qualifications of the position. This process occurs after an application has passed the minimum qualifications screening.

  • Resumes will not be accepted in place of a completed application; however, some positions may still require a resume as a component for complete application materials.

**Please see the Required Documents section of the posting.


  • Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.

  • The selection process for State Classified positions may include an exam(s), which requires candidates to physically appear (at the CSU campus in Fort Collins, CO) at the candidates’ own expense.

  • All status updates for this position will be sent via email from, OR the Employment Consultant facilitating the search process. In addition to your Inbox, remember to check the Deleted and Junk folders for these important communications.

  • Pertinent updates to your Application status can be obtained by logging into your application account at


  • Please check the Help link online at for assistance on your application or for answers to Frequently Asked Questions.

  • All other inquiries should be directed to the Colorado State University Human Resources Office (970) 491- MyHR(6947).

Conditions of Employment Pre-employment Criminal Background Check (required for new hires), Essential Services Designation - Required to report without delay or interruption to provide essential or emergency services to ensure health, safety, and welfare.

EEO Statement

Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.

The Title IX Coordinator is the Executive Director of the Office of Support and Safety Assessment, 123 Student Services Building, Fort Collins, CO 80523 -2026, (970) 491-7407.

The Section 504 and ADA Coordinator is the Associate Vice President for Human Capital, Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836.

Background Check Policy Statement

Colorado State University (CSU) strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks. The type of background check conducted varies by position and can include, but is not limited to, criminal (felony and misdemeanor) history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will be conducted when required by law or contract and when, in the discretion of the university, it is reasonable and prudent to do so.

Employment and Appeal Rights

If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination. Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.

Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director’s Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director’s Administrative Procedures are available at

A standard appeal form is available at: If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  • * Are you willing and able to submit to a pre-employment background check that may include, but is not limited to, criminal history, national sex offender search and motor vehicle history as a condition of hire?

  • Yes

  • No

  • * Are you willing and able to report to work without delay or interruption to provide essential or emergency services to ensure health, safety, and welfare of the campus community?

  • Yes

  • No

  • * Please describe your previous clerical experience with an emphasis on your experience in a medical setting. Provide detail about the nature of your contact with clients and/or animals, the volume of clients and pace of the clinic, and any other details that you think will support the minimum and/or preferred qualifications for the Administrative Assistant II – Client Services position.

(Open Ended Question)

  • * This position demands the use of medical terminology in order to accurately interpret and communicate medical situations and determine price estimates. Please describe your experience using medical terminology in a veterinary medicine environment.

(Open Ended Question)

  • * This position is State Classified Hourly (SCH) which does not have guaranteed hours and may work anywhere from 0-40 hours during the week. Are you willing and able to work 0-40 hours per week with non-guaranteed hours?

  • Yes, and I understand hourly positions do not have guaranteed hours and the hours scheduled are between 0-40 hours per week.

  • No, I am only interested in position that have guaranteed hours.

Applicant Documents

Required Documents

  • Cover Letter

  • Resume

Optional Documents

  • Veteran DD214 Form (Member-4) (For State Classified searches ONLY)