Clinic Services Coordinator

Clinic Services Coordinator

APA! BACKGROUND:

Austin Pets Alive! (APA!) is one of Austin’s most dynamic and beloved nonprofits. The organization leads the No Kill movement nationally and is considered a national thought leader in animal welfare. APA! locally rescues, treats, and adopts out 10,000 homeless dogs and cats each year, providing the safety net for Austin’s most at-risk shelter pets, which helps Austin to be a No Kill city, while also assisting other communities in saving homeless animals. The organization is distingushed by its large volunteer workforce and the scrappiness of its grassroots and its non-traditional, community-based animal rescue work. The organization continues to innovate best practices to save lives and spreads its impact by offering resources and mentorship related to its renowned lifesaving model through American Pets Alive!, APA!’s national division. In 2020, American Pets Alive! began the Human Animal Support Services (HASS) - an innovative initiative aimed at rethinking the traditional model of animal sheltering. It focuses on supporting both people and pets in the community to reduce the number of animals entering shelters and improve outcomes for both. The project encourages collaboration between animal welfare organizations and community-based services, with a goal of providing personalized, proactive support that positions animal welfare as a social service.

BRIEF POSITION SUMMARY/OVERVIEW:

The APA! Medical Clinic works on the cutting edge of shelter medicine, treating the most critical and vulnerable animals that other shelters and even some private clinics don't have the resources to help. This makes APA! the ideal learning environment for anyone interested in expanding their knowledge of veterinary medicine and no- kill animal sheltering, with the added benefit of knowing you are helping homeless animals from all over Texas! The Clinic Services Receptionist serves as a welcoming presence and first point of contact for all APA! medical clinic visitors and clients, as well as managing the daily flow of appointments and other incoming requests. The Clinic Services Receptionist works closely with all animal program teams, fosters, adopters, and other clinic staff to provide excellent care to all patients and support clinic operations and reports to the Medical Clinic Manager on duty. APA! is a volunteer-powered organization, so every staff member is expected to work alongside and support volunteers. The Clinic Services Coordinator collaborates closely with volunteers to complete day-to-day tasks, helps create a positive and inclusive environment, and actively contributes to a culture of shared effort and mutual respect. This position may involve shift flexibility, weekend hours, and responsiveness during times of high need or MOD coverage. Every individual at APA! is responsible for working in collaboration with volunteers; making sure volunteers are recruited, trained and feel impactful through their efforts at APA!. A core part of this role is creating a welcoming and empowering experience for volunteers, including assisting with onboarding, training, and volunteer engagement as part of the day-to-day workflow.

DUTIES AND RESPONSIBILITIES:

Actively contribute to a volunteer-powered culture by partnering with volunteers during every shift and helping create an inclusive, welcoming environment Work alongside volunteers to complete daily tasks, ensuring the work is shared and collaborative—not siloed Support the recruitment and onboarding process by welcoming new volunteers and helping them get oriented to the program Help retain volunteers by offering encouragement, guidance, and feedback during shared work Recommend strong volunteers for deeper involvement or specialized roles to your supervisor or volunteer manager Contribute to a positive culture by recognizing volunteer contributions through appreciation, gratitude, and shoutouts Help set volunteers up for success by clearly explaining tasks, providing hands-on guidance, and offering in-the-moment support Level 1 (Typical work functions expected of Clinic Services Receptionist designated as level 1) Provides excellent customer service to all fosters, adopters, volunteers, and staff. Answers phone calls and emails in a courteous and professional manner Answers questions and provides information to the public on APA! Medical clinic policies and procedures. Ensures the accuracy and completeness of documentation concerning AAC med urgent intakes, parvo intakes, and owner surrenders. Create new profiles with all documentation attached and recorded in the animal’s profile. Coordinate daily appointments and surgeries for all shelter, foster, and adopted animals, including scheduling, checking in and out, and any follow up communication with caregivers Triage incoming phone, email, and form requests for appointments, treatments, and medications, according to protocol Responsible for parvo testing of owned animals and ensuring all paperwork is completed Escalate complicated medical or customer service issues to Case Management Coordinator, Foster Case Manager, or Medical Clinic Manager, as needed Creation and maintenance of animal and people records through immediate data entry as needed Ensure that all APA! medical forms and handouts are up-to-date and available as needed Maintain up-to-date knowledge of all relevant APA! medical protocols and procedures Maintain a safe, clean, and sanitary work environment Records thorough client communications Accurately directs clients to the appropriate resources Tests publicly owned dogs for parvo Identifies conditions on intake for parvo animals brought in from the public for testing. Relays condition to Veterinarians; Understands vaccination protocols and can accurately relay vaccine and prevention statuses to clients Reschedules missed clinic appointments and spay/ neuter appointments Accurately doses out and prepares Strongid, Flea, and Heartworm medications and records treatments Assists the public with checking in for appointments and scheduling Able to collect and accurately record payments Perform Parvo testing on public animals, collects payment, and ensures paperwork is completed. Knowledge of how to utilize different software programs Ensures medications are signed out and brought to clients in a timely manner. Job duties may include some or all of the above, and other duties as assigned by manager Level 2 (Typical work functions expected of Clinic Services Receptionist designated as level 2) All duties and responsibilities identified in Level 1 Performs animal triage for all public animals Trains Level 1 employees on Level 1 tasks Confidently discusses owner surrender agreements and relays any concerns to clinic management Knowledgeable of all APA! Teams and function Ensures documents are sorted through monthly and moved to appropriate locations for accurate record management Knowledge of common medications, including behavior medications, and where medications are located Knowledge and understanding of common medical terminology Job duties may include some or all of the above, and other duties as assigned by manager Level 3 (Typical work functions expected of Clinic Services Receptionist designated as level 3) All duties and responsibilities identified in Level I and II; Trains Level I and II employees on Level I and II tasks. Identify areas of improvement and presents solutions Knowledgeable on all APA! Policies and procedures including foster and adoption resources Responsible for ensuring reception materials are stocked. Relays low stock to clinic management. Confidently handles client complaints and identifies when to alert clinic management Ability to create reception schedule Understanding of appointment scheduling and time management to best fit appointment needs Basic knowledge of clinic/medication protocols Job duties may include some or all of the above, and other duties as assigned by manager

WORKING RELATIONSHIPS

This position reports to the Medical Clinic Manager. This position will work closely with fosters, adopters, volunteers, and the APA! vet tech and veterinary staff. This position also requires communication with all other teams in the organization to provide quality patient care.

QUALIFICATIONS, SKILLS & EXPECTATIONS

One year experience in the veterinary field and/or one year receptionist experience preferred Must demonstrate client/customer focus, excellent people skills, a can-do enthusiastic attitude, and the ability to handle difficult situations well Must be able to handle upsetting situations such as open wounds or dead animals without losing professional demeanor Must multitask well and work quickly and independently when needed. Proficiency with Microsoft and Google Suite and type at least 65 WPM Excellent phone etiquette, comfortable speaking with diverse clients in stressful situations. Ability to speak conversational Spanish preferred Committed to embodying APA!’s Core Values: Innovation, Respect, Drive, Resourcefulness, and Inclusion and cultural values: Humble, Hungry, Smart Commitment to APA!'s customer experience expectations Passion for working well with staff, volunteers, and customers—helping all individuals feel successful, appreciated, and connected to APA!’s mission Strong commitment to volunteer engagement and support; dedicated to working well with volunteers across all roles Comfortable working cross-functionally and serving as a liaison between volunteers, customers, and team members Effective written and verbal communication skills; able to interpret rules, procedures, and instructional materials Self-starter with strong time management; able to work independently and collaboratively Excellent interpersonal skills; maintains a calm and professional presence in all situations Strong attention to detail and high standards for quality Adaptable to change and able to perform related duties as needed Dedicated to delivering an exceptional and inclusive customer experience

OTHER FUNCTIONS:

Must demonstrate dependability, accountability, time management, use of reasoning, and good judgment skills Partner with Volunteer Managers to learn about the volunteer programs and support volunteers interested in your department on an ongoing basis Comfortable working autonomously when given goals and deadlines Attend and participate in all required training sessions and meetings Maintain open and consistent communication with Program Manager or designee, supervisor, and other colleagues Able to react to change productively and perform other related duties as assigned Able to work evenings, weekends, and holidays as needed Able to work in a high volume, fast-paced, high-stress environment

PHYSICAL JOB REQUIREMENTS:

Must be able to routinely lift 40-50 pounds Must be able to work around cats and dogs with varying temperaments, including those who are diseased, injured, and/or potentially aggressive Requires sitting at a desk for long periods of time, working on a computer with repetitive movements, general clerical duties. If reasonable accommodations are requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship to the organization.

WORK ENVIRONMENT:

Work is normally performed inside the APA! Clinic, some outside work may be required, with exposure to environmental conditions that include working with and near animals Rapid pace with exposure to potential hazards including animal waste, disinfectants, high levels of noise, animal bites and scratches and diseases that can be transmitted from animals to people Must be comfortable witnessing veterinary surgical procedures Occasional after-hours or weekend work may be required to support program needs

LOCATIONS:

Hwy 290 Medical Clinic - 4942 W Hwy 290 Austin, TX 78735 APA! Main - Town Lake Animal Center 1156 West Cesar Chavez Austin, TX 78703 May travel to offsite locations as needed PAY: This position starts at $17.00/hour. Eligible employees will be able to receive up to $2/hr stipend within approximately 6 months through successful completion of internal APATec certifications (applicable to shelter operations, customer service, and medical roles). *Certifications and stipends are discretionary and subject to change based on business need.

TIME COMMITMENT:

This is a full-time, nonexempt position with an average of 40 hours per week. Shift and schedule flexibility is required, as weekly schedule is subject to change Able to work evenings, weekends, and holidays as needed

BENEFITS

Austin Pets Alive! is proud to offer a competitive benefits package for full-time employees, including subsidized employer-sponsored medical coverage, subsidized and voluntary life insurance, voluntary dental, vision and short-term disability options, all effective the first day of employment. We also offer voluntary wellness and emergency sick plans, up to 2% match on 401(K) retirement plan, supplemental benefits, flexible spending accounts and additional life coverage. Full-time employees receive 10 paid holidays and accrue 10 days paid time off during the first year of employment, with an additional 5 days of PTO accrual upon completion of 12 months of employment. Employees will also receive professional development opportunities through APA!’s ongoing mission to advance our animal welfare professionals in our life saving work. EQUAL EMPLOYMENT OPPORTUNITIES AND ACCOMMODATIONS STATEMENT Austin Pets Alive! is an equal employment opportunity employer and we value having staff who come from communities that are most impacted by the issues we engage on. We especially encourage people of color, LGBTQ people, women, transgender and gender non-conforming people, and people with disabilities to apply. Austin Pets Alive! does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Austin Pets Alive! is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, community focus, and innovation. APA! is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please contact Talent Acquisition at View email address on click.appcast.io at least one week in advance of your interview. #J-18808-Ljbffr RiseMe