Job description
The Client Service Specialist’s main responsibility is to provide exceptional client service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. More specifically, the Client Service Specialist is responsible for greeting clients, determining the needs of the clients and patients, and aiding in the check-in and check-out process. The position requires a practical knowledge of the clinic’s procedures and policies. The Client Service Specialist is expected to perform the office duties related to patient care and treatment and to assist the Hospital Manager and doctors as needed.
This is a part time position; scheduled days and hours may vary based on hospital need. Weekend work is required on a rotating schedule. The Client Care Specialist reports to the hospital Manager.
Duties of the position:
· Greeting Clients: Greets every client immediately with a cheerful and professional attitude and makes them feel welcome during their entire visit. This includes assisting them in a timely manner and ensuring that someone is in contact with the client from arrival to departure. Assist emotional and/or grieving clients by escorting them to a private area. Demonstrates empathy for clients and withholds judgement. Respectfully handles patients, both alive and deceased. Prepared to handle any pet or facility emergency that may arise, including dog or cat fights, chocking or strangulating animals, seizing patients, etc.
· Phone Etiquette: Professionally receive incoming calls using prescribed telephone techniques. Uses excellence and good judgement to address the needs of the caller. Remains calm under pressure and able to handle difficult clients with poise and tact. Ability to provide detailed phone messages to the appropriate recipient. Ability to multitask and use a multi-line phone system.
· Professional Confidence: Follows established policy and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patient in need of vaccinations, rechecks, surgeries, in hospital procedures, and other services that require a doctor or technicians time. Educates clients on products and services and responds to routine basic medical care questions. Demonstrates basic emergency procedures and can give proper information on transporting patients to the hospital. Responsible for advising hospital staff of incoming emergencies.
· Outbound calling: Contacts clients with scheduled outpatient or pre-surgery appointments to remind them of the appointment time and requirements. Also responsible for calling monthly overdue reminder appointments.
· Appearance: Maintains appearance and cleanliness of the waiting room and reception area, including restocking of products, office supplies, client educational materials, hospital brochures, etc.
· Front Desk Duties: Preparing all required forms such as in-house patient and client forms, boarding forms, euthanasia forms, rabies certificates, consent and release forms, pre-surgical forms, etc. Obtaining approval and filling over the counter merchandise sales of prescription diets, shampoos, flea and tick control products, heartworm preventatives, and other approved products. Be proactive in scheduling future appointments as needed and educating clients on our online pharmacy. Completing the check in and check out process as needed.
· Computer Knowledge: Demonstrates a full working knowledge of our veterinary software, in addition to basic computer programs. Ability to demonstrate basic procedures, such as scanning and attaching, email, faxing, texting, etc. Ability to multitask between several different programs.
· Financial Transactions: Collect fees, make change, process credit card transactions, and obtain authorization for charges, following the credit policies of the hospital. Counsel clients as to payment options, including Scratchpay, Care Credit, and pet insurance. Balances out case drawer and runs end of day reports as needed.
· Flexibility and Teamwork: Any other duties ask of you by the hospital leadership team
National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.
NVA, a community of approximately 1,400 premier locations consisting primarily of general practice veterinary hospitals in addition to equine hospitals and pet resorts, and Ethos Veterinary Health, which consists of 145 world-class specialty and emergency hospitals, are rooted in a culture of compassion and innovation.
NVA and Ethos Veterinary Health’s innovative, collaborative approach underpins a shared commitment to delivering exceptional veterinary care. For more information, visit www.nva.com.
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.