Medical Customer Care Specialist

Job Description

Job Description

Bilingual (Spanish-speaking) preferred. Compensation is $15-$17 p.h. DOE.

HOURS: Up to 40 hours; this position may have varying working hours including the ability to work evenings and weekends as needed including Saturdays

 

SCOPE OF POSITION

Medical Customer Care Specialists support the Healthy Pet Clinic by providing outstanding customer service, counseling, and education to the general public about the Humane Society of Northeast Georgia’s (HSNEGA) services and programs. They also provide administrative support for the Healthy Pet Clinic (including wellness and spay/neuter services) , greet and direct visitors, and perform clerical duties as assigned , including data processing, answering phones, and scheduling appointments.

 

Customer Service

Greets guests entering HSNEGA with friendly disposition, directs clients to correct destination/staff, and accurately answers questions from public and customers.

Fields general inquiries from the public, always maintaining a calm, courteous and respectful manner.

Assists the public with Wellness Clinic services offered through the Healthy Pet Clinic including check in/out and counseling on services provided.

Assists with taking spay/neuter appointments, processing deposits, entering appointments into IDEXX, and assisting with check in/out.

 

Administrative

Assists with compiling and maintaining accurate files on all animals.

Processes Healthy Pet Clinic clients including scheduling, data entry, and general administrative process and flow through. Answers multi-line phone system promptly and professionally, routing calls to the appropriate personnel and providing general information to the public as needed.

Checks organizational voice mail in a timely manner and distributes messages/forwarding calls as needed to the appropriate recipient.

Enters and maintains proper documentation on all client and animal records. Provides accurate and thorough

Data entry and paperwork, including memos and addendums as needed.

Checks daily for follow-ups on any pending issues.

Assists with opening duties and closing duties, including daily financial reconciliation.

 

Patient Intake/Dismissal

Checks in patients during morning intakes with the assistance of other team members including explaining the surgery process to pet owners, and collecting required paperwork and ensuring it is properly completed.

Oversee/assist with completion of paperwork for each day’s clients/patients in conjunction with the CCSC and clinical staff.

Assists with spay/neuter appointment setting and ensures correct record-keeping for all clients in IDEXX Neo.

Participates in afternoon dismissal of patients with the assistance of other team members including explaining recovery instructions, collecting monies, and properly completing paperwork.

Works closely with CCSC to ensure daily cash outs and money handling are done efficiently, honestly and on time. Adheres to all cash management Standard Operating Procedures (SOPs).

 

Wellness Clinic

Safely and humanely administer medications (via injection and orally), vaccinations (via injection and orally), screening tests (via blood draw) and microchips to public, owned animals within the scope of HSNEGA’s standard operating procedures.

Efficiently and kindly communicating with clients to obtain history, discuss wellness services, and care for their animal.

Exceptional animal handling skills and confidence in the ability to handle aggressive animals safely.

Maintain accurate and detailed medical records.

Working knowledge of vaccinations, flea/heartworm prevention, and basic animal husbandry.

 

Other Duties

Ensures the cleanliness and organization of assigned work area including daily removal of trash and clutter and restocking of supplies.

Oversees the ongoing cleanliness of the Healthy Pet Clinic (eg. waste removal, sweeping, etc.). Employs proper disinfection techniques and animal handling to limit potential disease transmission.

Handles all animals safely and humanely.

Strive to remain current on best practices in animal health and sheltering/kennel operations to ensure staff is performing duties accurately and HSNEGA is in compliance. Recommend and implement changes to ensure the optimal operation of the kennel areas.

Willingly and cooperatively performs other duties as assigned by proper authority that may not be in specific job description. 

 

Physical Requirements and Work Environment

Regularly sits at a computer station and operates electronic equipment.

Must be able to deal with an often fast paced and changing workload which at times can be stressful.

Must have the ability to perform in standard office, animal care, and kennel environments with exposure to hazardous chemicals and be able to tolerate noxious odors and high noise levels.

Must be able to safely lift and carry up to 50 pounds repeatedly throughout the day with help.

By nature of the industry, consistently exposed to animals/animal allergens under conditions with limited alternatives available. There also may be occasional exposure to dead, sick, unruly, and/or dangerous animals in addition to exposure to parasites and infectious diseases. 

 

Knowledge, Skills and Abilities

High school or equivalent education with advanced training or experience preferred.

Basic Computer skills required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.