Client Care Specialist

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Client Care Specialist Job Summary

Meet and greet clients and their pets. Coordinate and represent all facets of client services. To serve as a good will ambassador for the hospital.

Knowledge, Skills and Abilities:

  • Excellent client service skills.
  • Excellent phone skills.
  • Computer skills preferred.
  • Must be friendly, outgoing, “people-oriented.”
  • Excellent communication skills.
  • Ability to work in a team oriented environment.
  • Well groomed, organized and detail oriented.
  • Ability to take direction.
  • Ability to handle money accurately and honestly.
  • Must possess sound decision making skills and multi-task while working in an environment of stress.

Education and Experience:

  • High School Diploma.
  • Must have experience working with the public, i.e. restaurant, retail or service business.
  • Experience in a veterinary hospital or other doctor’s office is a plus.

Authority:

  • Scheduling appointments.
  • Effective determination and scheduling of emergencies.
  • Authority to delay disputed charges until further reviewed by supervisor.
  • Authority to resolve client service issues within established guidelines.

Physical Requirements:

  • Dependable attendance is required.
  • Any allergies to animals must be controllable through medication.
  • Must be able to lift 40 pounds.
  • Must be willing to work long or irregular hours under pressure conditions.
  • This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day.
  • Visual acuity sufficient to maintain accurate records, recognizes people and understands written directions.
  • Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
  • Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc.

Duties:

The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job functions and Job Responsibility include:

 

  1. Client Service
  2. Answer Telephones and Make Appointments
  3. Maintain Charts and Computer Records
  4. Pharmacy and Retail Sales
  5. Marketing Implementation
  6. Maintenance/Housekeeping
  7. Financial Responsibilities

Client Service:

  • Agrees to practice the principles of the Bay Animal Hospital Mission Statement in the daily performance of job duties.
  • Demonstrate excellent relations with clients/pets in waiting and/or exam rooms:
    • Ensure that clients and pets feel welcome and comfortable.
    • Serve as “Ambassadors” – creating and maintaining goodwill for the hospital.
    • Build rapport with clients.
    • Immediately greet clients and pets by name.
    • Quickly understand client needs and initiate the process of meeting those needs.
    • Help new clients completely fill out the registration form. Inform new clients about services, etc. that your hospital offers.
    • If there is a delay, i.e., the doctor is behind schedule, keep clients informed of expected waiting time.
    • Know enough about general animal husbandry and pet care to be able to educate clients and to answer non-medical questions that the client may have or to inform them of things their pet may need:
    • General dietary requirements and feeding schedules.
    • Vaccines.
    • Dental care instructions.
    • Routine laboratory tests (i.e. stool exams, heartworm tests, urinalysis, leukemia tests, etc.).
    • Heartworm preventatives.
    • Housebreaking techniques.
    • General flea and tick control.
  • Generate, present and explain fee estimates for treatment/surgery to clients.
  • Handles client complaints with concern and diplomacy.
  • Accurately communicates medical/surgical information to clients.
  • Send client cards and letters, i.e., thank you notes, sympathy cards, welcome cards, as directed by management team.
  • Prepare, distribute and explain client education materials.

Answer Telephones and Make Appointments:

  • Exhibit a “come in now” attitude towards clients and patients.
  • Answers telephone promptly.
  • Encourage the client to make an appointment if the pet has any problem that is concerning to either the client or you.
  • Schedule appointments and other patient visits in appointment book, including re-check appointments, surgeries, and drop offs.
  • Reschedule any missed appointments.
  • Understand and use excellent telephone etiquette.
  • Call clients to confirm appointments, remind of missed appointments and laboratory results as well as callbacks for procedures performed.
  • Refuse to diagnose pet health care problems over the telephone.

Maintain Charts and Computer Records:

  • Keep charts and computer records updated with current client and patient information,

i.e. address or telephone number and/or vaccine due dates, other reminders, age, etc.

  • Prepare charts for new clients and/patients.
  • Prepare charts for patients prior to appointment including all necessary forms, authorizations, and instructions as necessary.
  • Handwriting must be neat and legible.
  • Open an order or start an invoice as each client enters the hospital. Recommend any needed service, i.e. vaccinations, heartworm testing, etc.
  • Calculate client’s invoice and collect payment.
  • File charts in appropriate areas as needed.
  • Do routine computer reports and backups.

Pharmacy and Retail Sales:

  • Understand the benefits of the retail products we offer and how they are used. Must be able to promote them to our clients.
    • Dietary products.
    • Flea products and shampoos.
  • Fill prescriptions and dispense medications as directed by a veterinarian.
  • Explain prescription directions to clients.

Marketing Implementation:

  • Understand, participate, promote and support planned marketing events and programs.
  • Present marketing promotions to clients in a professional manner.

Housekeeping/Maintenance:

  • Verify that the front desk, reception area, waiting areas, and exam rooms are neat and clean at all time.
  • Periodically check the outside of the hospital for feces, urine, etc. and keep clean and neat. Also examine glass doors and windows for smudges and clean when necessary.
  • Keep the client refreshment area in the hospital stocked, operational, neat and clean at all times.
  • Keep your appearance always clean and neat.
  • Wear your nametag and a clean, pressed uniform at all times.
  • Endeavor to keep the waiting area reading and educational materials current and orderly.
  • Keep office plants watered as needed.

Financial Responsibilities:

  • Verify that all provided services and/or products have been accurately entered in the computer on the client’s order/invoice and under the correct employee number.
  • Collect deposits and payments for services at the time they are rendered.
    • Clients should pay their bill before they leave the hospital.
    • Follow appropriate protocol, i.e., credit applications, promissory notes and approval by Management, in cases where clients cannot pay their balance at the time of dismissal.
  • Print receipt and give to client for each visit.
  • Balance the cash drawer with the computer summary report accurately.
  • Prepare deposit slips and/or cash balancing worksheet for the daily bank deposit as directed by the Hospital/Office Manager.
  • Keep cash/checks, etc. secure at all times.
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