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.