Job Title: Client Services Coordinator
Reports To: Director of Operations
Job Type: Full-Time
SUMMARY
The Client Services Coordinator is responsible for communicating with our clients (caregivers) and serving as a voice for Operation Catnip. They are responsible for answering the phone, returning voicemails, answering emails, scheduling caregivers for clinics, admitting and discharging patients at our clinics, loaning out traps to members of the public, managing trap inventory, processing donations, and managing medical records for patients.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
· Responds to phone inquiries and emails from caregivers within 1 (OC) business day.
· Articulates and explains OC’s various programs effectively to caregivers. Provides alternate resources for clients who may be better served working with other organizations (private vet, other HQHV clinic, rescue, shelter, emergency clinic etc).
· Able to triage medical cases to determine urgent needs vs non-urgent needs, and recommend appropriate resources for urgent needs if OC is not capable of assisting.
· Assign trapping sites or caregivers to the Outreach Coordinator, based on appropriate criteria. Assist the Outreach Coordinator in communications with caregivers.
· Approves candidates for the Kitten Shelter Diversion Program based on the program’s criteria. Uses Clinic HQ to clearly establish which kittens are participants in the program.
· Responsible for scheduling clinics, filling capacity, and rescheduling cancellations as needed to fill capacity.
· Ensures all caregivers scheduled for clinics are appropriately outfitted with loaned traps, approved personal traps, or the approved use of carriers for special programs. Performs reminder communications to ensure high attendance rates at clinics.
· Loan out traps to caregivers for use in our clinics. Teaches caregivers how to use traps appropriately, and answers questions to ensure they are prepared for trapping.
· Follows up with overdue trap rentals in a timely manner, and charges payment methods appropriately as designated on trap loan agreements.
· Performs an annual trap loan inventory alongside the Operations Director
· Assesses personal traps for approved or unapproved use at our clinics and communicates the trap requirements and transport/vehicle requirements to caregivers.
· Responsible for ensuring printed materials are available and ready at all times (medical records, rabies certificates, discharge instructions, trap loan paperwork, caregiver releases, etc.)
· Manages supply of office inventory and alerts Operations Director of urgent supply needs.
· Responsible for reviewing and confirming accuracy of medical records.
· Schedule surgeries, rechecks, and medical cases. Contact caregivers for updates as requested.
· Manage check-in and discharge for surgery and/or other services.
· Ensures accurate labeling of trapped cats and accurate completion of the Caregiver Release.
· Communicates effectively with caregivers at admissions, including taking accurate medical histories and gathering information to assist the doctor in creating a treatment plan. May be asked to contact caregivers throughout the day for additional information.
· Responsible for handling donations/payments. Works to fulfill donation goals and communicate need for donations with caregivers.
· Embrace volunteerism, emphasizing the importance of volunteers in all aspects of the clinic. Assists in training volunteers as needed.
· Sends the nightly update email to the rest of the team, checking it for accuracy daily before sending. Adds valuable communications as needed.
· Helps with laundry and helps keep the office, lobby, and shared areas clean.
· Cleans traps. Performs minor trap repairs and maintenance. Communicates need for major trap repairs to the Operations Director.
· Performs cat care duties, including feeding, cleaning, medicating, and charting. Alerts Medical Director of any concerns for in-house or catio cats.
· Accepts deliveries of packages or donations and sorts appropriately.
· Assist other staff as needed.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Background in recordkeeping, data entry and clinic practices preferred.
· Must have basic knowledge of common animal heath related conditions.
· High level ability to multi-task, organize and perform detailed tasks efficiently and with accuracy.
· Must have the ability to deal tactfully and effectively with the public, even when it is hard to do so. Must have a spirit of compassion and nonjudgmental attitude toward clients from all walks of life.
· Must have excellent oral and written communication skills.
· Must have excellent phone etiquette.
· Detailed knowledge of applicable office skills.
· Must be able to follow and enforce all written and verbally communicated clinic protocols.
· Must support Operation Catnip’s mission, policies, and practices.
· Must represent Operation Catnip in a professional and courteous manner.
PREFERRED QUALIFICATIONS
· One year experience of reception work or record keeping
· One-year related experience and/or training involving veterinary medicine.
· Knowledge of veterinary clinic-based computer software (i.e., ClinicHQ) or shelter computer software (i.e., Shelterluv).
EDUCATION and/or EXPERIENCE
· High School Diploma or GED
· Advanced computer skills including but not limited to ability to accessing databases, checking company e-mail, etc.
· Bilingual a plus
COMPUTER SKILLS
· Google, Dropbox
· Microsoft Word, Excel, and Access
· Shelterluv
· ClinicHQ
PHYSICAL DEMANDS
The physical demands described here are representative of those that must met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
· The employee is required to sit, stand, and stand or move frequently. The employee will also be required to bend neck and twist body. The employee will be required to consistently lift an animate or stationary object of up to 20 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
· While performing the duties of this job, the employee is frequently exposed to animal odors and animal fur. The employee is occasionally exposed to outdoor weather conditions.
Pay: From $14.00 per hour
Benefits:
Application Question(s):
- Please share with us why you'd be a great fit at Operation Catnip
- What is your availability?
Experience:
- Veterinary: 1 year (Required)
- Customer service: 1 year (Required)
Work Location: In person
