"CVM Program Specialist"

CVM Program Specialist

Company: North Carolina State University

Job Location: Raleigh, NC

Category: Health and Medical Services

Type: Full-Time

Join the Pack! A community with nearly 8,000 faculty and staff, and 30,000 students. NC State is one of the largest employers in North Carolina, offering a large range of career opportunities. Visit us at https://jobs.hr.ncsu.edu/.

Department: 192001 - CVM Teaching Hospital

Location: Raleigh, NC

Essential Job Duties: The CVM Program Specialist is directly responsible for the organization, coordination, development, and success of the CVM client experience and navigation program. They provide strategic guidance to clients, faculty, staff, and referring veterinarians in a way that promotes program initiatives and adheres to the organizational objectives of the program and the CVM. The ideal candidate will have the ability to strategize and implement high-level program initiatives and should have strong talent for project coordination, collaboration, and delegation. The program specialist should be motivated by a desire to optimize productivity and nurture program success from inception to completion while creating and managing long-term goals. They will be a subject matter expert within CVM and will take an active role in promoting the programs.

Duties include but are not limited to:

• Acts as the main point of contact for a specific subset of clients needing assistance with navigating through a complex tertiary veterinary system.
• Assist clients by removing barriers to care by identifying critical care resources for clients and assist them in receiving care needed.
• Works closely with the Care Team to support a positive client experience and patient outcome.
• Develops and implements SOPs to facilitate client navigation and positive client experience.
• Develops strategic initiatives to promote enhanced client experience.
• Manages a volunteer program to enhance client and patient experience.
• Communicates with Care Team members to facilitate patient care.
• Maintains organizational standards of satisfaction, quality, and performance.
• Takes proactive steps to minimize customer service issues.
• Monitors client satisfaction trends (CalPro) and develops initiatives to address any opportunities.

Other Work/Responsibilities: Other duties as assigned by supervisor and CVM administration.

Minimum Experience/Education: Bachelor's degree and one year of experience related to the area of assignment; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

Required Qualifications: Outstanding leadership and organizational skills. Excellent problem-solving and problem forecasting abilities. Ability to multitask and prioritize while maintaining a high level of attention to detail. Excellent internal and external communication skills, emotional intelligence, and professional demeanor. Basic knowledge of project management, employee relations, interpersonal relations, customer service, and veterinary medical practices. Ability to learn the hospital information system, internal website and applications, service spreadsheets and documents, and other necessary software programs as needed. Ability to sit at a desk and work on a computer for prolonged periods of time. Must be able to lift up to 15 pounds at times.

Preferred Qualifications: Proven experience as a Program Manager or other managerial position within a veterinary or medical field. Thorough understanding of project/program management techniques and methods. Excellent knowledge of MS Office; Google Suite, EzyVet or other electronic medical record software is a strong advantage.

Required license or certification: N/A

Position Number: 00108684

AA/EEO Statement: NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-513-0574 to speak with a representative of the Office of Equal Opportunity. If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu. Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit. NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.