Client Care Specialist - Town and Country Animal Hospital

Job Description

Job Description

The Client Care Specialist (CCS) is responsible for providing extraordinary customer service to our patients and clients. Our CCSs create the first and last impression for our clients. The right candidate is a “people person” who enjoys working with a diverse set of coworkers and clients and someone who is caring, compassionate, patient, friendly, detail-orientated, and efficient.

Duties and Responsibilities:

• Operate a multi-line telephone system to answer incoming calls with proper telephone etiquette. Contact clients by phone to confirm appointments/procedures and return calls in a timely manner.
• Schedule and confirm appointments, managing a multi-doctor appointment calendar using the hospital appointment/re-check guidelines.
• Use scheduling system and patient record to schedule all forms of appointments, process required paperwork and intake forms (grooming, surgery, boarding, etc), input and update client/patient records, scan medical documents, and fax/email records upon request and approval.
• Relay medical instructions and pre/post-surgical instructions to clients; itemize and review the client’s statement to confirm billing and services rendered.
• Understand veterinary wellness care, common medical problems or warning signs, and patient admittance standards (vaccination history/status) to effectively and accurately communicate with clients.
• Process all forms of payments- cash, credit/debit, insurance, or credit program.
• Complete opening, closing, and cleaning tasks as directed by shift checklist. This includes balancing cash and electronic payment reports, prepare deposits, running opening/closing reports, and ensuring task checklists are assigned/completed.

• Mail out client correspondence for holidays and sympathies. Receive incoming mail and small deliveries.
• Adhere to posted schedule and completed assigned tasks; taking initiative with general or limited supervision.
• Attend and participate in staff meetings as they are scheduled.

Knowledge, Skills, and Abilities:

• Ability to maintain organization, time management, and attention to detail at all times.
• Demonstrate empathy and sense of urgency when responding to client/patient requests and emergency situations.
• Treat all patients, clients, and hospital staff with respect and compassion.
• Remain professional and courteous when interacting with clients and patients; staff may be exposed to bites, scratches, animal waste, contagious diseases, and unpleasant odors and noises.
• Possess strong work ethic, dedication to team work, and initiative to work towards the common goal of the team and hospital.

Position Requirements:

• Reliable transportation to and from work
• Availability to work weekends and days leading up to and after all major holidays
• Ability to lift a minimum of 20lbs; physical demands include seated/sedentary work, bending, reaching, use of office equipment, must be able to withstand loud sounds and strong smells from animals, walking, lifting, pushing, pulling and repetitive use of hands and arms.
• Must be at least 18 years or older; high school education or equivalent.
• Must be authorized to work in the United States.

Previous Work Experience:

• Office or Medical Environment: 1 year (Preferred)
• Customer Service: 1 years (Preferred)
• General Computer Proficiency (Preferred)

Schedule/Availability:

• Columbia Pike Emergency Center Full-Time shifts: 3-12 hour shifts required 7 am - 7 pm or 8 am - 8 pm
• Part-time must be available to work at least three days a week, three weekends a month
• Weekend and holiday availability is required!

Benefits: Paid Time Off (PT and FT), 401k, Medical Dental and Vision Insurance, Scrub Allowance, Overtime Pay, Employee Pet Discount, Referral Bonus, Retention and Training Bonus, LVT Educational Reimbursement Program.