Position Overview
The purpose of this position is to provide outstanding client service. The Client Care Specialist (CCS) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates medical information between clients and staff.
The CCS enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions.
Firmly believes in the quality of care provided and communicates this sense of assurance to clients Understands our services and recommendations and clearly communicates them to clients. Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the CCS who
creates a good first and last impression on our clients. The importance of this role cannot be over-emphasized.
Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.
Reporting Structure
Directly reports to the CCS Team Leader and/or Practice Manager. Periodically receives direction veterinarians.
Primary Responsibilities
Client Relations
- Monitors appointment schedule and communicates with clients about wait times.
- Check-in clients on Cornerstone within 30 seconds of their arrival.
- Uses the client’s and pet’s names to personalize communication.
- Acknowledges every client who enters the building within 30 seconds.
- Answers incoming telephone calls by the third ring, using proper telephone etiquette. This includes using a three-part greeting and asking callers before placing them on hold.
- Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.
- Maintains current client contact information.
- Follows established clinic guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
- Handles basic questions regarding clinic services, fees, and animal care and treatment in accordance with clinic policies.
- Uses active-listening skills to obtain all necessary medical and personal information from the client.
- Communicates basic patient preventative care protocols to clients.
- Maintains knowledge of the practice’s products and services.
- Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
- Discerns any potential client problems, complaints, or questions and handles them appropriately.
- When working with prospective clients, able to articulate who we are and how we are different from other clinics.
- Ask questions to learn about prospective clients and pets to help discern if our services and our process for patient care/client relations (IVWC pledge) will meet their medical objective/needs for their pet, and counsel prospective clients to other options if needed.
Appointment Scheduling
- Schedules outpatient, surgical, hospitalized patient appointments using a computerized scheduling program.
- Schedules appointments in accordance with established clinic guidelines, allocating the appropriate amount of time (10, 20, or 30 minutes) according to the type of visit. Maintains “Urgent Care” for emergencies and helps keep the practice on schedule.
- Triages urgent-care patients and communicates with the medical team as appropriate.
- Schedules appointments to meet client DVM preference, availability while also keeping medical standard of care in mind to advocate for the best medical care of the patient.
- Provides clients with any information or instructions they will need prior to their appointments.
Medical Records
- Retrieves client records and prepares needed forms in advance of clients’ arrival. Including entering the information into Cornerstone.
- Notes the source of client referrals.
- Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due for the patient.
- Retrieves and re-files medical records accurately and promptly.
- Purges inactive files as directed.
- Updates client files and patient records as needed.
- Scans medical documents.
- Faxes medical records to requesters, with client’s permission.
Cash Handling
- Accepts payments from the client. Accurately processes cash, checks, charge card payments, credit account payments, and post-dated checks. Accurately invoices coupons and gift certificates.
- Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the Practice Manager or owner.
- Establishes credit in accordance with clinic policies and Practice Manager’s authorization.
- Collects on delinquent accounts and returned checks.
Hospitality
- Assists staff with cleaning and straightening the public areas of the
practice, including the front desk, reception area, client restrooms, and
exam rooms.
- Restocks and arranges retail and point-of-purchase displays.
- Maintains and replenishes the refreshment area.
- Opens the practice and sets up for the morning as directed.
- Closes the practice for the evening as directed.
Personal Conduct
- Adheres to the IVWC values
- Inspired-Compelled to be different or better
- Collaborative-Work with others to achieve a common goal
- Accountable-Take ownership and responsibility for actions
- Respectful-acknowledge the feelings, wishes, rights or traditions of others
- Excellence-Strive toward what is positive, valuable and great
- Serves as a representative of the clinic, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
- Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
- Adheres to the posted work schedule. Arrives for work promptly and begins work at start time.
- Follows clinic policies for reporting lateness or absences.
- Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks.
- Organizes work areas and exercises time-management skills to maximize personal efficiency.
- Prioritizes tasks and handles multiple tasks in a calm, organized manner.
- Adheres to all clinic policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the clinic procedures manual.
- Attends all staff and departmental meetings as requested.
Additional Duties
- Performs other duties as directed.
- Generates financial and other reports (e.g., call-back lists and appointment lists) using the computer system, as directed.
- Prints client correspondence, such as reminder cards and letters, thank you letters, and new-client letters.
- Manages office inventory. Establishes an inventory control system to ensure availability of adequate supplies.
- Improves upon customer service, office management, and veterinary knowledge and skills by taking advantage of in-house education materials (e.g., CDs, books, and videos) and by participating in continuing education, staff meetings, and in-house training.
Requirements
- Education equivalent to the completion of the 12th grade.
- Knowledge of general office practices and procedures, Client Care Specialist (receptionist) duties, and telephone techniques.
- Demonstrated ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, and handle cash and other forms of payment.
- Experience assembling patient records, obtaining relevant information from clients, and accurately entering a variety of information in patient records.
- Ability to complete assigned tasks in the time allotted without direct supervision.
- Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.
- Excellent interpersonal communication skills.
- A commitment to outstanding client service.
- Ability to lift objects weighing 40 pounds without assistance and objects
- weighing more than 40 pounds with assistance.
- Ability to stay on task and work energetically for the entire shift, sometimes exceeding 10 hours per day.
- Preferred: Knowledge of veterinary medical terminology and procedures and general computer skills.
- Preferred: Ability to type 45 words per minute and use a 10-key adding machine.
- Preferred: At least two years’ recent experience in an office or medical environment, with increasing responsibilities.