Veterinary Client Service / Phone Operator

Owl Creek Veterinary Hospital

Job Description

Job Summary:  The Client Liaison is responsible for providing support to the client service representatives in relation to client matters including providing clients with updates on their pets, making clients feel comfortable while at Owl Creek Veterinary Hospital, non-routine post visit callbacks, as well as other administrative and hospital floor duties. Essential Duties and Responsibilities (The essential functions and major responsibilities listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position. Duties and responsibilities are also subject to change by the employer as the needs of the employer and requirements of the job change.)

•Work directly with the DVM team to aid in all client related matters. Including returning phone calls, answering client questions, relaying simple lab-work results (with DVM permission), and following up when necessary to ensure no clients concerns or questions go unresolved.

•Assist more time consuming clients during the check-in process, including assisting with paperwork, answering questions about assistance funds, and explaining the triage process.

•Assist client in resolving conflict, or answering questions.

•Work with the management team to enhance the client experience.

•Act as a “hospital concierge” during the entire process, helping with paperwork, providing detailed explanation of treatment plans, and answering any questions they may have.

•Proactively monitor clients in the lobby and ensure clients who are emotional are roomed to have a more private discussion about their pet family member.

•Take primary responsibility for room checks, updating hospital staff and ensuring clients are not forgotten in exam rooms.

•Help facilitate the smooth operation of the client visit by acting as a liaison between the client and patient care teams.

•Work with all hospital departments to avoid or limit patient care delays and communicate these delays to clients in a timely manner.

•When needed, help CSR team with answering phones, checking in and out patients, and other duties.

•Perform daily patient callbacks for patients of more complicated cases that require extra time/feedback and document the outcome in the patient’s chart accordingly.

•Assist clients with financial concerns on options available to them. When needed assist hopsital staff by checking-out appointments and scheduling rechecks.

This position requires extensive pre-exisiting veterinary medical knowledge and requires someone comfortable talking to and educating clients on medical conditions and next steps as determined by the DVM. 

The pay range is $16-$20 depending on experience.

 
National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.
 
At NVA, we’re on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.
 
NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.  The team can provide more information about compensation and benefits for your specific location during the process.  For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
 
NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.