Client Service Coordinator

Client Service Coordinator Job Summary The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team, ensures good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly and efficient manner, influencing clients to return and refer. Essential Responsibilities and Tasks Live and exemplify the Five Principles of Mars, Inc. within self and team. Actively recruit new clients by promoting hospital services and route the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team. Maximize the number of pets seen by the hospital team through a productive and efficiently run hospital to support the needs of our wellness plan clients. Provide professional, efficient and exceptional service at all times, including encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet’s health. Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services. Assist incoming clients by completing mandatory documentation, entering all pet information and history into the computer, utilizing proper collars and tags for identification, and ensuring prompt service. Assist outgoing clients by providing necessary instructions, information, and invoices; dispensing prescription items per the veterinarian’s instructions; selling retail products; and scheduling future appointments. Manage finances by maintaining accurate balances and using proper opening and closing procedures. Conduct administrative functions as necessary. Perform other job duties as assigned. The Five Principles Quality – The consumer is our boss, quality is our work, and value for money is our goal. Responsibility – As individuals, we demand total responsibility from ourselves; as associates, we support the responsibility of others. Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure. Efficiency – We use resources to the full, waste nothing and do only what we can do best. Freedom – We need freedom to shape our future; we need profit to remain free. Hiring Qualifications Competencies Leadership: Customer Focus Peer Relationships Integrity & Trust Action Oriented Listening Functional Preventative care and OWPs Communication Skills Client Service Skills Priority Setting Time Management Capabilities and Experience (can do) Ability to multi-task – manages multiple tasks concurrently, quickly shifts attention, and maintains accuracy under distracting conditions. Communication skills – reads, writes and speaks fluent English using appropriate grammar, style and vocabulary; spells commonly used English words and job-specific terms; demonstrates exceptionally strong written and verbal communication skills. Organizational ability – demonstrates a systematic approach, is orderly and excels at turning chaos into order. Problem solving skills – identifies, analyzes and solves problems; translates problems into practical solutions. Client service skills – consistently ensures the team provides the client with attentive, courteous and informative service; gains personal satisfaction from delivering great service. Intellectual ability – follows instructions accurately and consistently in oral, written or diagram format; provides directions. Mathematical ability – adds, subtracts, multiplies, divides, computes rate, ratio, percent; converts units of measurement. Computer skills – comfortably and confidently uses a computer and specialized software (Microsoft Word, Excel, Access, Outlook, etc.). Attitudes (will do) Initiative – shows willingness and aptitude to use own discretion in finding solutions, presents options and ideas to enhance processes. Integrity – firmly adheres to the values and ethics of Banfield Pet Hospitals; exhibits honesty, discretion and sound judgment. Cooperativeness – willing to work with others, collaborating and compromising; promptly shares relevant information. Flexibility – open to changing situations and opportunities; willing to perform all tasks assigned. Independence – able and willing to perform tasks and duties without supervision. Tolerance for Stress / Resiliency – maintains a positive “can do” outlook, rebounds quickly from frustrations, maintains composure while dealing with stressful situations. Special Working Conditions Requires ability to work at a computer for long periods of time; confidence around pets; work volume may require over 40 hours per week, including weekends and evenings; sufficient ambulatory skills to perform duties while at hospital; ability to stand, walk, stoop, kneel, crouch, climb and lift up to 50 pounds; good hand-eye coordination, dexterity and visual acuity; exposed to pets that may bite or scratch, anesthesia, radiation, biological hazards, medication/controlled substances. Experience, Education and/or Training High School Diploma or equivalent preferred; must be at least 18 years old for duties involving radiography and radioactive substances. One year of related experience required; customer service preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred. Equal Employment Opportunity Statement Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity and expression, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Pay Range $15.39 – $19.67 hourly. The pay range reflects a general hiring range for the area, with the specific rate determined based on the candidate’s experience, skill level, and education, and may vary depending on location or applicable minimum wage laws. Benefits Comprehensive Medical, Dental, and Vision Insurance. Generous Retirement Plans (401(k) and Roth) with company match. Best-in-Class Student Debt Relief Program (for Full-Time DVMs). Paid Time Off and Holidays. Top-Tier Mental Health and Wellbeing Resources. Associate Life Insurance (company-paid) and Supplemental Life Insurance. Company-Paid Short- and Long-Term Disability. Flexible Spending Accounts (FSA). Health Savings Account (HSA). Paid Parental Leave. Continuing Education Allowance (for Eligible Positions). Back-Up Child and Elder Care & Family Support Resources. Fertility and Family Building Support. Digital Exercise Therapy. Voluntary Protection Benefits. Legal Plan. Identity Protection. Commuter Benefits. Three Free Optimum Wellness Plans for Pets. Exclusive Discounts. Benefit Eligibility Full-time associates are eligible for all benefit programs. Part-time associates are eligible for those benefits with an asterisk (*). #J-18808-Ljbffr Medical Management International, Inc.