Client Care Specialist

Ensuring each client and their pet receive the highest level of customer service, the role of the CCS is to perform a variety of client-centric tasks in a manner that is positive, courteous, professional and efficient. Responsibilities of this role include promptly answering telephones and email, greeting clients and patients in a genuine manner, educating new and existing clients on services, products and related information, maintaining patient records, payment processing and billing, as well as other adhoc administrative support (as necessary). The CSS also assists the team with day to day tasks such as filling prescriptions, occasional examination room assistance (including animal restraint), and inventory management. As a CSS, you must be driven to help others in a compassionate and caring way, while balancing problem solving and service excellence in a busy Veterinary office environment.

Qualifications/Requirements:

• Relevant experience with basic office functions in a fast paced office environment
• Computer and keyboarding skills are required; including a working knowledge of Microsoft Office, database or medical office type software, and communication tools including email
• Demonstrate excellent telephone etiquette and organization skills
• Be detail oriented, adaptable and a client focused team player
• Possess strong interpersonal skills and be a resourceful problem solver
• Be self-directed, goal oriented and able to manage time and priorities
• Express a genuine liking for companion animals and for working in an animal care environment
• A commitment to continuing education and a lifelong learner
• Previous experience in a client service role is necessary
• Passion for natural health, alternative and holistic modalities and/or natural health products is desirable, we practice integrative Veterinary medicine; conventional medicine combined with complementary modalities Traditional Chinese herbal medicine, chiropractic, nutritional therapy, acupuncture, herbal remedies, nutraceuticals and homotoxicology
• Veterinary clinic experience and/or knowledge of medical terminology is ideal, but not required

Working Conditions:

• Fast paced, busy professional Veterinary hospital environment
• Requires sitting and standing for extended periods of time
• Lifting up to 30lbs
• May be exposed to unpleasant odors, noises, and animal urine and feces
• A potential to be exposed to scratches, bites and pets with contagious illnesses

Primary Duties:

• Answer telephones, greet visitors, client and patient reception, admission and discharge in a friendly and efficient manner
• Respond intelligibly to new and existing client inquiries regarding hospital services, procedures, products and related costs
• Take accurate telephone messages, comments, questions and requests with detail
• Be genuine and sincere. Use active listening, kindness and empathy at every opportunity
• Respond to faxes, telephone and email messages in a timely manner
• Take a proactive approach to service excellence by providing clients with pertinent information about timelines, best practices and hospital policies in a positive, professional manner
• Display tact and diplomacy with clients, team member and service providers while working in a fast paced, hectic environment
• Maintain continuity of service and care whenever possible
• Use ImproMed to accurately and efficiently schedule patient appointments with the appropriate Veterinarian or service provider based on their needs and treatment plan objectives
• Perform various daily administrative support tasks including (but not limited to) appointment reminders, patient call backs, email correspondence, client/patient communication, maintaining supply of brochures and literature, sympathy cards/arrangements and arranging courier services
• Update and maintain patient medical records in a clear and concise manner, ensuring notes are dated and contain appropriate and required information
• Prepare client invoices, ensuring patient charges are input correctly and client payments are accurately processed
• Educate clients with confidence on over the counter products such as nutraceuticals, herbal supplements, and shampoos, competent knowledge of vaccine protocols, titer testing, heartworm and parasite preventive options and clinic best practices
• Resolve (or escalate) client concerns or issues in a professional manner, as required
• Preserve the appearance of the hospital through cleaning and organization
• Maintain positive, cooperative relationships with other team members and service providers
• Other ad hoc duties and special projects, as assigned

Other Duties:

• Exam room support including animal restraint, when necessary
• Filling/refilling approved prescription medications
• Unpack and receive incoming inventory
• Support maintaining accurate inventory levels by proactively communicating new or changing needs, and low inventory levels
• Participate in the annual inventory count, as required
• Attend regular staff meetings
• Participate in training for new products, services and modalities offered at the practice