Veterinary Client Conceirge (VCC)

Job Description

Job Description

*** CANDIDATES WITH VETERINARY EXPERIENCE ARE PREFERRED, BUT PRIOR CUSTOMER SERVICE EXPERIENCE IS REQUIRED. ***

Advanced Veterinary Care (AVC) is a brand new state-of-the-art urgent care and specialty hospital located in the beautiful and always growing city of Orlando, Florida.  What sets AVC apart is that we are dedicated to providing innovative, compassionate care through a collaborative approach while promoting a positive work environment and advocating for employee well-being. 

Advanced Veterinary Care is Central Florida’s newest, privately owned urgent care and specialty hospital opening early 2023. We are seeking someone who is a great communicator, able to prioritize tasks, is detail oriented, enjoys a fast-paced collaborative environment between the urgent care and specialty departments. We are looking for candidates that’s the “right fit” - ones that match our core values and help build a positive work environment. 

Advanced Veterinary Care’s core values: 

Compassion : We approach every pet and their family with care and empathy.   

Advancement : We seek to improve the lives of pets and their families through the latest treatment, education, and meeting and exceeding the current standards of veterinary care.  

Respect : to encompass the best interest for our patients, their families, and our employees. Communicating honestly and building trust.   

Excellence : Setting the standard for all aspects of patient care, client service, and collaborative medicine. Through dedication and teamwork, to provide the highest level of care for you and your pets.  

Collaboration : Teaching, learning, and consulting with team members and colleagues in our community. To establish and expand the use of best practices. Discussing solutions within and beyond the team to provide the best care and positive outcomes for our patients.

Employee Benefits and Perks include: 

• Our comprehensive benefits plan will be reviewed yearly with employee surveys to potentially amend our package based on our entire team’s interest.
• Benefits advisor for employees (for health care, retirement, or general financial planning).
• Access to mental healthcare, mindfulness, and self-care resources (through our employee assistance program).
• Medical, dental and vision plans.
• Other voluntary insurance benefits such as life, disability, health savings accounts available.
• 401K and 401k matching retirement planning.
• Flexible work schedules.
• Competitive paid time off.
• Commensurate salary with experience/credentials
• At AVC, we pride ourselves with optimizing our operational systems, and working as a team, to make the overall day-to-day workload more manageable.
• Employee discounts (including pet insurance premiums, products, and services).
• Education resources (atDOVE, VetGirl, VIN and major veterinary journals).
• Support of professional development and allowance for CE (for licensed staff). 
• Technician license reimbursement.
• Uniform allowance.
• Annual Retention Bonuses.

We are excited at the possibility of meeting you and welcoming you on to our team!

Job Description - Client Service Representative

Job Purpose – 

• Provide exceptional customer service to all people who enter the hospital

• Handle phone call overflow 

Duties and Responsibilities –

• Greet and welcome all clients and visitors into the hospital, providing comfort options such as food and beverage

• Be knowledgeable of the status of all clients waiting in the lobby areas, including who the patient is, what doctor they are seeing, and where they are in the process of the visit

• Create complete and accurate patient charts, including all necessary records, patient information, and client contact information 

• Handle all financial transactions accurately, including deposits, cash drops, payments, and credit options for clients.  Have knowledge and understanding of hospital billing practices 

• Perform opening and closing routines within the front desk to ensure smooth operational running throughout the day, including counting cash, financial closing of reports and terminal batching when scheduled

• Route all incoming information, including emails and faxes, to the appropriate locations within the hospital

• Schedule appointments for clients within the parameters of the individual doctor guidelines

• Route radiographs appropriately through the hospital, including accepting transfer radiographs from primary vets and returning them to the originating hospital 

• Provide compassionate, caring support to clients during the euthanasia process, including handling financial transactions expeditiously and arranging for final care options for remains

• Coordinate with all of the departments to have prescriptions refilled in a timely manner after obtaining doctor approval

• Make notes in patient files of all relevant phone or in-person conversations with clients

• Maintain a clean, functional, and organized front desk work area by refiling all materials promptly and organizing any incoming or outgoing information

• Keep all exam rooms and the lobby area tidy, organized, and stocked. 

• Provide any support to administration as needed for the benefit of the hospital 

• Responsible for upholding the spirit of the hospital by handling all necessary tasks that require attention

Low Call Volume Tasks – 

• Handling of assigned projects when requested

We are an Equal Opportunity Employer and a Drug Free Workplace.  All offers of employment at Advanced Veterinary Care are contingent upon clear results of a thorough background check and drug screening. Background checks and drug screening will be conducted on all final candidates and on all employees who are promoted, as deemed necessary.