Client Services Coordinator

Client Service Coordinator

Cummings School of Veterinary Medicine at Tufts University provides 24-hour care for pets 365 days of the year. We offer high quality medical care, consultation, referral, and emergency veterinary services for the care of dogs, cats and exotic pets. In addition, the hospital creates a positive learning experience for Tufts Cummings School of Veterinary Medicine at Tufts University students and student technicians about small animal medicine and surgery.

What You'll Do

Cummings School of Veterinary Medicine at Tufts University invites applications for a Client Service Coordinator in the Foster Hospital for Small Animals. While primarily focused in all aspects of Client Services, this position will work closely with the front desk and clinical service areas to provide high quality service to external and internal customers. The Client Service Coordinator will have a unique role in client experience, facilitating communication during the hospital visit, providing patient updates, managing patient records, and coordinating discharges with the clinical team. This position will have the primary role of ensuring that clients are treated with care and empathy, and to act as the client's advocate throughout their hospital visit. In addition to helping coordinate day-to-day administrative functions, this person will be a centralized point of contact for clients at the front of the hospital. The ideal candidate will have a good understanding of common veterinary medical conditions and have excellent communication and organizational skills. Specific allocation of responsibilities may change depending upon the needs of the hospital.

• Serve as onsite liaison for clients and hospital clinical services.
• Coordinate daily operations of the outpatient clinic: patient and client flow from check-in to discharge.
• Schedule initial and follow-up appointments.
• Educate clients on hospital policies and protocols including financial policy.
• Establish and maintain electronic medical records. Scan documents as needed.
• Complement an effective client services team to consistently project the highest level of patient care, customer service, and professionalism.
• Coordinate discharges with clinical team, schedule follow-up appointment, collect payment, review finalized discharge report and medications.
• Coordinate and execute all administrative complements to bring about service excellence and efficiency
• Work in partnership with client service teams to develop communication pathways to improve client experience and engagement
• Ability to organize and prioritize competing demands by applying problem solving and organizational skills
• Ability to use and operate technology equipment, applications, and software
• Expectation to flow to the work within Client Services based on business needs and qualifications
• Ensure that the entire patient medical history (primary DVM records, all diagnostics and client history) is complete and accessible to all members of the health care team for that patient, and rabies vaccination status is documented.
• Display self -directed and self-motivated behavior in job related tasks
• Establish and nurture an environment that is collaborative and focused on creating a positive and caring culture for our students, residents, faculty, and staff.
• Serve as a point of contact for questions prior to the hospital visit, including from referring veterinarians for issues relevant to coordinating patient care. Help facilitate discharge instructions and client communications following hospital visits as necessary.
• Provide support to other client service areas as needed.
• Expectation to flow to the work within Client Services based on business needs and qualifications

What We're Looking For

Knowledge and experience typically acquired by:

• High School Diploma or equivalent
• 2-4 years of customer service experience and/or veterinary technician experience, animal care or human medicine.
• Knowledge of medical/veterinary terminology
• Exceptional communication skills (both in person and by telephone)
• Ability to remain calm and gather information in emergency situations and display empathy to client.
• Ability to follow emergency protocols including taking action, notifying appropriate authorities, clinical and administrative leadership and security.
• Ability to prioritize multiple responsibilities within a busy clinical setting.
• Ability to effectively work as a positive member of a diverse team of clinical and administrative professionals.
• Computer skills including familiarity with Microsoft Office and the ability to quickly learn the electronic medical record system.
• Ability to lift up to 40 lbs. with or without accommodation.

Preferred Qualifications

• Associates or Bachelor's degree in relevant field of study.
• Credentialed as a Certified Veterinary Technician or advanced certification
• Experience with Veterinary EMR
• Advanced education and experience in customer service
• Advanced knowledge of medical terminology, veterinary pharmacology and common surgical procedure
• Experience in a fast-paced veterinary teaching hospital

Pay Range Minimum $24.70, Midpoint $29.50, Maximum $34.20 Salary is based on related experience, expertise, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.