Client Service Coordinator

Job Description

Job Description

Austin Urban Vet Center is looking for an enthusiastic and hard-working Client Service Coordinator (CSC) to join our team. This is a part-time or full-time position. We're looking for someone who wants to join our team and become part of the Austin Urban Vet Center family. This makes for a bustling and interactive work environment!

SUMMARY OF JOB PURPOSE AND FUNCTION:

The Client Service Coordinator (CSC) is responsible for a visitor’s first impression of the hospital and is expected to welcome anyone entering the property with a friendly, welcoming greeting. The CSC provides exceptional service to internal and external clients by maintaining a consistent professional and approachable demeanor and taking responsibility for seeking solutions to problems.

ESSENTIAL RESPONSIBILITIES AND TASKS:

• Client Service Skills & Competency.
• Greets and makes eye contact when the entry door opens to offer every client, visitor, or associate a warm and professional acknowledgment immediately upon arrival.
• Demonstrates a friendly smile, good eye contact, and approachable demeanor.
• Uses appropriate behavior and body language to match the client’s level of concern. Listens empathetically.
• Speaks clearly, slowly, and calmly in person and on the telephone.
• Communicates clear and client-focused solutions in ways clients are easily able to understand.
• Communicate effectively, politely, and with high levels of customer service with clients and co-workers.
• We consider our clients to be a part of our family and we want them to feel welcomed and loved every time they visit.
• Ability to work well with others.
• Friendly and hard-working attitude.
• Assesses, immediately upon arrival, each client’s unique need, as well as the pet’s general condition.
• Routes emergency calls.
• Promptly processes accurate and thorough admission and check-out procedures, including collection of associated fees.
• Collaborates with nursing staff to ensure clients’ wait times in the lobby and exam rooms are minimized.
• Acts as a liaison to clients, frequently keeping them informed of delays.
• Connects clients with other associates to facilitate answers to questions.
• Monitors lobby for soiling or clutter and arrange a clean-up as needed.
• Answers telephones using proper etiquette and tone as determined by established standards.
• Responds to non-patient calls or visitors and connects them to the appropriate associates.
• Confirms all appointments in advance, ensuring clients receive accurate information about preparing their pet for the appointment.
• Cancel appointments as necessary.
• Explains aftercare options to clients and completes deceased pet aftercare forms.
• Offers emotional support and resource materials to grieving clients compassionately and discreetly.
• Serves as a liaison between clients and service agencies during the handling of pet remains by ensuring a complete, accurate, and compassionate process.
• Documents client communication in hospital operation software.
• Medical Record Processing.
• Prepares medical records before appointments.
• Attaches loose forms to medical records and files promptly.
• Delivers and sends faxes, emails, and other correspondence promptly to the correct individual.
• Reconciles daily receipts to hospital operation system figures.
• Maintains cash drawer at the specified amount by making changes accurately for client payments made in cash.
• Explains payment options to clients.
• Records and processes payments and completes accounting logs.
• Explains Care Credit and submits Care Credit applications.
• Displays legible handwriting and records digital information free of spelling, grammatical, and calculation errors.
• Uses a professional written and verbal tone in communication.
• Owns, troubleshoots, handles and follows up on problems as they present.
• Seeks assistance with solving problems as necessary while taking responsibility for facilitating the outcome.
• Uses hospital operation software to look up and document client and patient history.
• Confirms and accurately enters new client information, patient information, and primary care veterinarian information.
• Demonstrates competence with telephone system features, including hold, transfer, voicemail, and overhead paging.
• Routes client complaint calls to a manager if unable to resolve quickly.
• Additional job duties as assigned.

HOURS:

• The position requires working a mix of opening and closing shifts.
• The position also requires working some Saturdays.
• Some holiday shifts are required.

QUALIFICATIONS:

• High school graduate.
• Previous experience in a medical or veterinary office is preferred.
• Work efficiently in a busy hospital environment and proactively identify tasks required to ensure optimum client care and hospital organization.
• Legibly and accurately document patient, client, and primary care veterinarian information and other hospital communication; display attention to detail.
• Maintain a calm demeanor during emergencies; relate effectively with various personalities and sense when someone is in distress; demonstrate sincere compassion.
• Effectively and professionally communicate verbally with coworkers, doctors, and clients; handle confrontation with grace.
• PC proficient.
• Think quickly and problem-solve with sound judgment.
• Perform and document basic financial calculations accurately.
• Occasionally exposed to airborne particles and illness from patients and chemicals related to animal care and office equipment.
• Applicants must consent to and pass both a thorough background check and drug screening test.
• The first 90 days will be a probationary period.
• Compensation depends on experience.

Perks:

• Work with a great team.
• Discounted vet services for your pets.
• Work in the heart of downtown Austin.
• All applicants must be legally allowed to work in the US.
• Please email your resume.

Additional Compensation:

• Veterinary Care and Boarding Discounts.
• Health insurance.
• Dental insurance.
• Paid time off.

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous.
• People-oriented -- enjoys interacting with people and working on group projects.
• Detail-oriented -- would rather focus on the details of work than the bigger picture.