Come join our Wonderful Team!!
The purpose of this position is to perform record-keeping duties, to perform clerical duties related to patient care and treatment, and to provide miscellaneous support to the veterinary practice manager and health care team.
At all times, a Client Experience Coordinator must maintain a warm and professional appearance and demeanor. A Client Experience Coordinator needs to be proficient in all of the hospital's protocols, and able to answer any question a client may have. A Client Experience Coordinator must be efficient and effective, able to multi-task, and provide a liaison between client and veterinarian. The Client Experience Coordinator position requires advanced computer knowledge, strong keyboarding skills, and excellent record-keeping abilities. It is necessary that candidates for this position have the ability to follow direction with or without supervision.
Duties and Responsibilities:
- Provide friendly, quality client care to the patients and clients.
- Receive incoming calls in a timely manner, screen those that are handled by other health care team members, and take care of routine calls. Provide knowledgeable sub-professional advice concerning the care and treatment of animals.
- Follow established hospital policies and procedures in referring clients for immediate treatment of their pets when requests are accompanied by complaints of acute symptoms. Determine the nature of injury/illness and attempt to reassure distressed pet owners. Determine whether immunizations and/or tests are current. Recommend update of necessary immunizations and/or tests to clients when applicable.
- Schedule appointments, obtaining all necessary data concerning the patient and owner.
- Prepare to receive appointments by retrieving client records, preparing needed forms in advance of clients’ arrival. Complete required forms and obtain all necessary information.
- Check clients in - greet clients in a professional, friendly, hospitable manner.
- Discharge patients. Review charts of patients being discharged from the clinic for completeness of information, make new appointments or note changes in patient status as necessary. Enter charges and set up future reminders in the medical record system. Present clients with medications, instruction.
- Assure that all financial obligations are met by owners. Collect client fees, make change, process credit card transactions and assist in making count of cash drawer, run end-of-day transactions.
- Oversee and/or perform over-the-counter sales of specialty merchandise comprised of pet grooming aids and sundry veterinary items. Exercise technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products and answer questions concerning product purchase/use.
- Fill veterinary prescriptions with appropriate medication and provide routine instructions to owners concerning prescription for medications.
- Collect lab specimens from pet owners, match patient records to the sample and submit samples to veterinary technician or assistant.
- Assist in the updating of client files. Prepare and mail thank-you cards and “welcome aboard” cards, and reminders. Follow-up with clients when indicated.
- As required, enter data into the computer system, and retrieve and modify computerized records. The practice management software includes, but is not limited to, such areas as a reminder list of patients for periodic notifications; receipts and/or invoicing to update medical/financial records; accounting to include the general ledger, accounts payable, accounts receivable, billing and aging of accounts, income distribution; inventory control; client records, pet records, medical records; payroll; word processing to produce letters for general correspondence and special mailings to clients.
- Perform a variety of clerical duties: receiving, sorting, distributing mail, sending out mailings, cleaning, organizing lobby area, typing memos, and preparing correspondence, reports, and other documents. Assist in the ordering, receiving, stocking and distribution of supplies.
- Perform/oversee the entering of daily business and hospital invoices.
- Participate in any/all aspects of animal care when requested, including restraining an animal (after proper training), preparing a surgical cage, cleaning a cage, offering food or water, or monitoring eating/drinking.
- Maintain a clean and clutter-free workspace.
- Maintain the lobby area and client restrooms.
- Must be able to maintain a positive working environment.
- Other duties as assigned.
Skills and Knowledge:
- Requires knowledge of hospital procedures outlined in the current employee manual as well as those that are implied (reasonable expectations).
- Knowledge of principles and processes for providing client and personal services. This includes client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.
- Possession of strong organizational skills.
- Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.
- Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
- Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.
- Requires strong client service skills. Personal contacts are with pet owners affected by a variety of problems, visitors and other healthcare team members. Considerable tact and diplomacy is required. Must accurately relay the owner’s account of the medical complaint(s) of the pet(s) involved to the healthcare team member who will be involved in treating the patient(s). Ability to greet clients in a professional, friendly, hospitable manner - check clients in, discharge patients.
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Critical thinking skills, including the use of logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Ability to work independently on assigned tasks as well as to accept direction on given assignments.
- Knowledge of computers and relevant software applications including MS Office (Word), Excel spreadsheets, managing files and records, and other office procedures.
- Bilingualism in Spanish preferred
Essential Functions:
- Client Experience Coordinators are expected to dress and act professionally.
- Work as scheduled.
- Ability to multi-task.
- Regular attendance and punctuality are essential functions in order to fulfill the requirements of this position.
- The employee must be able to frequently lift and/or move up to 50 pounds.
- Attend Staff Meetings.
- Report Client Experience Coordinator -related concerns to Practice Manager
- Can outline costs and fees in a positive light while supporting hospital payment policies.
- Can accurately prepare a written estimate of services.
- Can turn future clients (phone-shoppers) into clients through relationship building and bonding.
- Can easily remember client and patient names and uses them.
- Can maintain positive, cooperative relationships with other employees.
- Can display tact and respect with team members even when busy or hectic.
- Other duties as assigned by the Practice Manager.
This position requires experience. Please include a cover letter, if there is not a cover letter you will not be considered for this job. No phone calls please.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
