Client Care Specialist

Job Description : Client Care Specialist Fair Labor Standards Act Status : Non-Exempt Desired Behaviors Possesses a passion for delivering the highest level of patient care possible. Communicates with clients and coworkers in a friendly and professional manner. Utilizes active listening skills in all communications. Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients and other members of the hospital staff. Maintains composure and prioritizes patient care during stressful / high patient count situations. Dedicated, hardworking team-player possessing a “can-do” mentality demonstrated by their consistent punctuality and their willingness to go the extra mile. If client flow dictates, employee stays beyond their regularly scheduled shift, understanding their role and why their presence and positive attitude are necessary. Demonstrates initiative and teamwork in everyday duties by seeking other work to do during slack times, assisting other employees within the practice, and filling in for other employees as needed. Compassionate and empathetic towards coworkers, clients, and their pets. Detail-oriented with a heightened focus towards accuracy and follow-up. Receptive to constructive feedback Follows the Golden Rule. Essential Position Responsibilities Welcomes clients and patients to the practice and provides for their comfort while they are in the practice (e.g., monitoring wait time). Handles telephone calls utilizing proper telephone etiquette (e.g., using a three-part greeting, asking callers before placing them on hold, taking and relaying detailed, accurate messages, etc.) and communicates effectively during these calls so that all necessary medical/personal information is accurately obtained and conveyed. Assists with handling client callbacks, appointment confirmations, etc. Identifies emergency situations and responds appropriately (e.g., informing a DVM when severely compromised patient enters; calling 911 if a client has a heart attack or other emergency situation). Able to handle difficult client interactions (e.g., diffusing emotional/tense situations, understanding the client stress associated with ill pets) and not take difficult interactions personally. Utilizes the computer system and practice management software to perform a variety of functions (e.g., accurately enter, generate, and retrieve records and reports, prepare Health Certificates, enter fees and charges, maintain the database, update client files and patient records as needed, schedule and cancel appointments, keep future reminders up-to-date in computer system, etc.) Handles basic sub-professional questions regarding hospital services, fees, and animal care and treatment (e.g., vaccination schedules, preventive medicine) in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Hospital Manager, or other staff members. Prepares needed forms in advance of clients’ arrival and assist client in completing any required forms (e.g., new client form, patient visit form, etc.) as needed. Prepares and faxes appropriate paperwork to rDVM. Obtains medical and vaccination histories from the client. Recognizes and notes any procedures or vaccines due for the patient. Checks out clients after services have been rendered, reviewing all charges on the invoice to ensure accuracy and providing client with any applicable products (e.g., purchased preventative health care products, new kitten/puppy kits, etc.). Accepts payments from the client. Accurately processes cash, checks, charge card payments, credit account payment, and post-dated checks. Performs an end-of-day procedure each evening. This includes balancing the cash drawer, running end-of-day computer reports, preparing and making a bank deposit, and presenting reports and deposit receipts to management. Ensures accuracy of all documents, form completeness, etc. Marginal Position Responsibilities Assists other staff members to clean and straighten the public areas of the practice, including the front desk, reception area, and exam rooms. Assists with laundering cage bedding, etc. Periodically checks employee lounge to make sure all custodial functions have been completed (e.g., dishes washed, soap in dispenser, etc.) and completes these functions as needed. Refills food requests for clients. Opens the practice in the morning and closes up the practice in the evening. Restocks and accurately arranges needed supplies. Assists with training new hires. Completes special projects as assigned. Physical Demands and Environmental Factors Frequent exposure to animals which may bite, scratch, or otherwise cause physical injury to employee. May be exposed to anesthesia gases, zoonotic and chemical hazards, and radiation. In order to ensure the safe and effective performance of this job and the successful operation of the business, English fluency is necessary for this position. Ability to move around the building to access drawers, cabinets, etc. Ability to ascend and descend step stools to safely reach supplies in cabinets and/or on shelves. Ability to independently move supplies (weighing up to 40 pounds) from shipping boxes to their proper positions on shelving units. Ability to store and retrieve items which are located above head-level. May need to remain in a stationary position for prolonged periods (i.e., up to several hours) while using computer, phone, etc. Must be able to efficiently operate computers, phones, and other office equipment. Ability to observe and accurately discern fine details at close range (e.g., handwritten notes; patient features; etc.). Position requires frequent communication with coworkers and clients. Must be able to exchange accurate information during these communications. Must be able to perceive physical safety/OSHA hazards in the environment. Qualifications Previous experience in a veterinary setting required. Has a reliable method of transportation to get to shifts on time. With the exception of people with disabilities that prevent them from safely operating a motor vehicle, applicants are required to have a valid driver’s license and a safe driving history. This is necessary because hourly employees may need to make runs to the blood bank, pharmacy, etc. If you have a disability that prevents you from driving, we would be happy to make a reasonable accommodation. Willing and able to work mornings, evenings, and weekends. The hospital is open seven (7) days a week. You are expected to work at least 50% of the weekend day shifts in any given month. When duties and responsibilities change and develop, job descriptions are reviewed and are subject to changes of business necessity. #J-18808-Ljbffr