Position: Veterinary Client Care Specialist/Receptionist                                                  Reports to: Practice Manager

General Description

The Client Care Specialist/Receptionist is responsible for maintaining positive client perception of our hospital by exceeding every client’s expectation of client service.  The Client Care Specialist/Receptionist will handle phone calls and face-to-face service with a caring, friendly, respectful, and empathetic attitude about client and patient needs.  The Client Care Specialist/Receptionist will problem-solve, prioritize and manage client service needs in appropriate order of urgency while maintaining attention to detail.  The Client Care Specialist/Receptionist will emphasize positive and consistent client communication and relationship building.

Job Requirements/Skills/Physical Demands

Education/Experience

·         High school graduation or equivalent

·         Basic computer literacy is required, including the ability to type on a computer keyboard, use a computer mouse, view information on a computer screen and use the Internet.

·         Experience with Microsoft Windows, Word, and Excel is helpful.

·         Cashier, client service, and related front office work experience is required

Language/Communication

·         Must be able to speak, hear, read, write, and communicate clearly in English, in person, on the telephone and in writing.

·         Must be able to work within a team environment and communicate with team members effectively.

·         Must demonstrate the ability to continually provide positive and consistent client service

·         Must carry out all duties in a professional and courteous manner and remain respectful and polite in speech, tone, and actions under all circumstances

·         Must demonstrate the ability to learn and communicate to clients about hospital policies and common pet health issues and prevention

Mathematical Skills       

·         Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

·         Must be able to handle and count large amounts of cash and maintain a cash drawer

Reasoning Ability

·         Must be able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

·         Must be able to problem solve common issues and seek guidance when appropriate

Soft Skills

·         Must have organizational skills sufficient to prioritize work and complete assignments accurately and efficiently while maintaining attention to detail despite frequent interruptions.

·         Must demonstrate personal accountability for actions and personal development.

·         Must be able to work in a flexible way that allows for changes in assignments and priorities depending upon identified client service and patient needs

·         Must have a developed sense of integrity and commitment to client satisfaction.

Other Required Skills

·         Must be able to work energetically for the entire assigned shift, sometimes exceeding 9 – 10 hours per day.

·         Must be willing to complete scheduled hospital maintenance and cleaning schedules

Physical Demands:

·         Must be able to lift approximately 50 pounds to receive delivered products.

·         Must be able to squat, kneel, and bend to access office supplies.

·         Must be able to sit for long periods of time.

·         Manual finger and wrist dexterity and ability to maintain repetitive motions for typing is required.

·         Potential exists for bite wounds, scratches, and other injuries that could be obtained by patient handling.

·         Must be able to withstand frequent exposure to unpleasant odors and noises.

·         Must be able to cope with emotionally challenging situations.

Hours

·         Hours will vary; however, shifts are generally scheduled between 7:30 am and 6:00 pm Monday-Friday

·         Saturday availability is required.

·         Regular and predictable attendance and punctuality is required in order to meet the needs of patients, clients, and the team.

Essential Functions

Client Care

·         Actively seek ways to exceed clients’ expectations with every interaction you have with clients, potential clients, and patients of our hospital.

·         Listen actively and convey concern, empathy, and compassion to clients and pets at all times.

·         Be patient, polite, and compassionate with clients who are emotional or discourteous

·         Follow established hospital policies and procedures when handling client concerns and complaints.

·         Maintain client communications through mailed cards, email, and phone calls when appropriate.

·         Communicate and enforce the hospital’s payment policies (including payment at the time of service, Care Credit, post-dated check, etc) with poise and tact

·         Greet every client and patient immediately with a smile and a friendly and positive demeanor.

·         Educate clients on the following subjects:

o   Our hospitals services

o   The importance of wellness care

o   Spays/Neuters

o   Different vaccinations administered and their importance to pet health and wellness.

o   The importance of diagnostic and wellness testing (heartworm test, fecal test, blood tests, etc)

o   Packages offered by the hospital for adult annuals, puppies, and kittens

o   Hospital’s anesthesia protocols

o   Proper surgical aftercare and answers to common questions based on written discharge instructions

·         Create accurate estimates for requested services

·         Convey information in an accurate and professional manner between the doctor and client when the doctor is unavailable to speak with the client.

·         Answer each call with a sense of urgency, encourage callers to schedule appointments when appropriate, answer questions, and properly route remainder of calls.

·         Call clients to report testing results, check on patients, and other telephone correspondence.

·         Field questions and inquiries about services, triage, and products.

·         Become familiar with the hospital’s online pharmacy and properly order for clients and direct them to the online link and how to use it.

·         Multi-task through many interruptions, while maintaining efficiency and excellent client service.

·         Handle euthanasia appointments compassionately, expedite paperwork and payment with tact, and avoid light hearted conversations that may disturb the client during this time.

·         Ensure that payment is collected at the end of each visit and that follow-up appointments are scheduled as needed.

·         Assist clients out of the building by opening doors or carrying items to clients vehicles

Team Relations

•         Maintain positive, cooperative relationships with other employees.

•         Communicate effectively with team members and with other departments

•         Be respectful in all communications with clients and team members

Schedule Management

·         Maintain awareness of the appointment scheduler to ensure staff efficiency and great client service.

·         Properly triage patients based on urgency of the condition.

·         Ensure that previous medical records are requested and added to patient file prior to appointment time

·         Confirm future appointments

Medical Records

·         Document legibly and keep accurate medical records in accordance with hospital policy.

·         Maintain accurate and complete records of all client calls concerning patient health status in Practice Management Software and follow-up or assign medical team follow-up when appropriate.

·         Maintain accurate patient records by consistently and correctly executing the following tasks:

o   Request previous medical records prior to patient’s appointment and attach to the patient’s file

o   Attach all imported patient records to patient file

o   Update reminders for each new patient

o   Attach all new client forms in patient file

o   Check-in and Check-out patients at the appropriate times

o   Record comprehensive and accurate appointment notes

·         Fax or email medical records to other hospitals when requested.

Pharmacy

•         Accurately dispense medications without error.

•         Perform pharmacy operations such as filling prescriptions, calling clients about old prescriptions, performing periodic counts, receiving and unloading pharmacy items.

Additional Duties

•         Ensure cash drawer balances each day.

•         Assist Technicians and Doctors by properly and safely restraining patients.

•         Use safe practices when interacting with hospital patients and boarders.

•         Clean exam rooms following each appointment.

•         Provide for patient and client comfort by keeping the reception area clean and presentable at all times.

•         Keep front desk area neat, clean, and free of clutter.

•         Clean and sanitize all areas of the hospital facility including exam rooms, treatment room, isolation area, employee break room, restrooms, reception area, lobby, etc.

•         Every staff member is responsible to maintain the cleanliness and sanitary condition of the entire hospital, including the parking lot, sidewalks, and entries. Trash, urine, feces, blood and such should be cleaned and sanitized immediately.

•         Follow all contagious patient management protocols

•         Stock all areas of the hospital with supplies as needed

•         Do laundry