Austin Urban Vet Center is looking for an enthusiastic and hard-working Client Service Coordinator (CSC) to join our team. This is a part-time or full-time position. We're looking for someone who wants to join our team and become part of the Austin Urban Vet Center family. This makes for a bustling and interactive work environment!
SUMMARY OF JOB PURPOSE AND FUNCTION:
The Client Service Coordinator (CSC) is responsible for a visitor’s first impression of the hospital and is expected to welcome anyone entering the property with a friendly, welcoming greeting. The CSC provides exceptional service to internal and external clients by maintaining a consistent professional and approachable demeanor and taking responsibility for seeking solutions to problems.
ESSENTIAL RESPONSIBILITIES AND TASKS:
- Client Service Skills & Competency.
- Greets and makes eye contact when the entry door opens to offer every client, visitor, or associate a warm and professional acknowledgment immediately upon arrival.
- Demonstrates a friendly smile, good eye contact, and approachable demeanor.
- Uses appropriate behavior and body language to match the client’s level of concern. Listens empathetically.
- Speaks clearly, slowly, and calmly in person and on the telephone.
- Communicates clear and client-focused solutions in ways clients are easily able to understand.
- Communicate effectively, politely, and with high levels of customer service with clients and co-workers.
- We consider our clients to be a part of our family and we want them to feel welcomed and loved every time they visit.
- Ability to work well with others.
- Friendly and hard-working attitude.
- Assesses, immediately upon arrival, each client’s unique need, as well as the pet’s general condition.
- Routes emergency calls.
- Promptly processes accurate and thorough admission and check-out procedures, including collection of associated fees.
- Collaborates with nursing staff to ensure clients’ wait times in the lobby and exam rooms are minimized.
- Acts as a liaison to clients, frequently keeping them informed of delays.
- Connects clients with other associates to facilitate answers to questions.
- Monitors lobby for soiling or clutter and arrange a clean-up as needed.
- Answers telephones using proper etiquette and tone as determined by established standards.
- Responds to non-patient calls or visitors and connects them to the appropriate associates.
- Confirms all appointments in advance, ensuring clients receive accurate information about preparing their pet for the appointment.
- Cancel appointments as necessary.
- Explains aftercare options to clients and completes deceased pet aftercare forms.
- Offers emotional support and resource materials to grieving clients compassionately and discreetly.
- Serves as a liaison between clients and service agencies during the handling of pet remains by ensuring a complete, accurate, and compassionate process.
- Documents client communication in hospital operation software.
- Medical Record Processing.
- Prepares medical records before appointments.
- Attaches loose forms to medical records and files promptly.
- Delivers and sends faxes, emails, and other correspondence promptly to the correct individual.
- Reconciles daily receipts to hospital operation system figures.
- Maintains cash drawer at the specified amount by making changes accurately for client payments made in cash.
- Explains payment options to clients.
- Records and processes payments and completes accounting logs.
- Explains Care Credit and submits Care Credit applications.
- Displays legible handwriting and records digital information free of spelling, grammatical, and calculation errors.
- Uses a professional written and verbal tone in communication.
- Owns, troubleshoots, handles and follows up on problems as they present.
- Seeks assistance with solving problems as necessary while taking responsibility for facilitating the outcome.
- Uses hospital operation software to look up and document client and patient history.
- Confirms and accurately enters new client information, patient information, and primary care veterinarian information.
- Demonstrates competence with telephone system features, including hold, transfer, voicemail, and overhead paging.
- Routes client complaint calls to a manager if unable to resolve quickly.
- Additional job duties as assigned.
HOURS:
- The position requires working a mix of opening and closing shifts.
- The position also requires working some Saturdays.
- Some holiday shifts are required.
QUALIFICATIONS:
- High school graduate.
- Previous experience in a medical or veterinary office is preferred.
- Work efficiently in a busy hospital environment and proactively identify tasks required to ensure optimum client care and hospital organization.
- Legibly and accurately document patient, client, and primary care veterinarian information and other hospital communication; display attention to detail.
- Maintain a calm demeanor during emergencies; relate effectively with various personalities and sense when someone is in distress; demonstrate sincere compassion.
- Effectively and professionally communicate verbally with coworkers, doctors, and clients; handle confrontation with grace.
- PC proficient.
- Think quickly and problem-solve with sound judgment.
- Perform and document basic financial calculations accurately.
- Occasionally exposed to airborne particles and illness from patients and chemicals related to animal care and office equipment.
- Applicants must consent to and pass both a thorough background check and drug screening test.
- The first 90 days will be a probationary period.
- Compensation depends on experience.
Perks:
- Work with a great team.
- Discounted vet services for your pets.
- Work in the heart of downtown Austin.
- All applicants must be legally allowed to work in the US.
- Please email your resume.
Additional Compensation:
- Veterinary Care and Boarding Discounts.
- Health insurance.
- Dental insurance.
- Paid time off.
This Job Is Ideal for Someone Who Is:
- Dependable -- more reliable than spontaneous.
- People-oriented -- enjoys interacting with people and working on group projects.
- Detail-oriented -- would rather focus on the details of work than the bigger picture.