We are always looking for dedicated, detail-oriented people to help support our doctors and staff. Please see below for some of the open positions we currently have available.
The purpose of this position is to provide outstanding client service. The Client Relations Specialist (CRS) 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 information between clients and staff.
The CRS 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 CRS 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.
Directly reports to the CRS Team Leader and/or Practice Manager. Periodically receives direction from the Practice Manager and veterinarians.
- Telephone Communication
- 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.
- Follows established hospital 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 hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
- Uses active-listening skills to obtain all necessary medical and personal information from the client.
- Discerns any potential client problems, complaints, or questions and handles them appropriately.
- Relays medical instructions; itemizes the client’s statement; reviews it orally with the client; and informs the client about hospital policies, such as pre-operative instructions, payment and credit policies, and vaccination policies.
- Communicates with clients as needed regarding invoices and the medical status of their pets.
- Makes calls to clients on a timely basis from a call-back list.
- Provides clients with any information or instructions they will need prior to their appointments.
- Contacts clients to schedule discharge and recheck appointments; confirms appointments and pre-surgical instructions.
- Maintains knowledge of current wellness-care standards and common medical problems.
- Maintains current client contact information.
- Welcomes clients and patients to the practice and makes them comfortable, including greeting clients, offering coffee, and showing them to the waiting area or exam room.
- Monitors appointment schedule and communicates with clients about wait times.
- Uses the client’s and pet’s names to personalize communication.
- Distributes new-client paperwork and gifts to all new clients.
- Schedules outpatient, inpatient/drop off, surgical/dental, boarding, and grooming appointments using a computerized scheduling program.
- Schedules appointments in accordance with established hospital guidelines, including the reason for visit in Appointment Notes, allocating the appropriate amount of time according to the type of visit Maintains slots for drop-offs and emergencies and helps keep the practice on schedule.
- Enters New Clients, New Patients, and Referrals in Appointment Items and Notes.
- If no veterinarian preference is expressed by the client, schedules as appropriate and gives the name of the veterinarian to the client Schedules follow-up visits with the appropriate veterinarian.
- Schedules appointments to meet the clients’ needs and most efficiently use veterinarians’ and staff members’ time. Offers Inpatient/Drop-Off appointments to clients unable to schedule an Outpatient appointment without overbooking the veterinary staff.
Computer Use and Maintenance
- Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
- Performs a back-up of the computer system on a regular basis, 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.
- Marketing and Client Education
- Promotes the hospital to persons inquiring about the practice, fees, and products/services.
- Educates clients regarding preventive medicine and vaccination requirements. Informs clients of needed or recommended procedures to maintain their pets’ good health.
- Distributes handouts, new client kits, hospital brochures, and “giveaways,” such as hospital leashes, pet carriers and magnets to clients.
- Promote the practice’s products and services to clients, including Monthly Specials, making suggestions when appropriate.
- Mails sympathy cards to clients in a timely manner.
Procedures and Protocols
- Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the Employee Handbook and/or Hospital Procedures and Policies shared folders.
- Communicates basic patient preventative care protocols to clients.
- Maintains knowledge of the practice’s products and services.
- Improves upon 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.
- Attends all staff and departmental meetings as requested.
Recordkeeping and Filing
- Retrieves medical records accurately and promptly.
- Purges inactive files as directed.
- Updates client files and patient records as needed.
- Scans medical documents and reports into patient files.
- Emails vaccine records to Boarding and Grooming facilities, with client’s permission, and documents in patient file.
- Emails medical records with Practice Manager approval after completing Leaving Clients protocol, and documents in patient file.
- Processes returned emails and postcards. Contacts client to verify and correct contact information.
- Retrieves client records and loads them in patient files in advance of clients’ arrival.
- Completes required fields in medical record, such as the new client data, new patient data, microchip scan data, patient photo, patient weight, and obtains all necessary information Notes the source of client referrals.
- Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due for the patient.
- Follows hospital policies regarding patient admittance. (e.g. vaccination status).
- Relays all necessary information to the veterinarians and technicians via Whiteboard Notes or Appointment Notes, message center, or direct communication if time sensitive.
- Triages urgent-care patients and communicates with the medical team as appropriate.
- Enters all charges into the computer and double-checks entries. Enters or adjusts reminder codes the patient record as indicated.
- Ensures that future reminders are set up in the computer system for the patient.
- Presents clients with medications, instructions, and any other items to take home.
- Reviews discharge instructions, medications, and services rendered, and informs client of the total amount due with confidence.
- Schedules discharge and follow-up appointments.
- Accepts payments from the client. Accurately processes cash, and charge card payments. Accurately invoices discount codes, coupons and gift certificates.
- Performs end-of-day procedures each evening per checklist, including balancing the cash drawer, running daily reports, and presenting reports and deposit receipts to the Practice Manager or owner.
- Establishes credit in accordance with hospital policies and Practice Manager’s authorization.
- Facility Maintenance
- 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 refreshment area.
- Opens the practice and sets up for the morning as directed.
- Closes the practice for the evening as directed.
- Serves as a representative of the hospital, 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 tasks 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 hospital policies for reporting lateness or absences.
- Clocks in and out with time clock at the beginning and end of each day and during breaks.
- Organizes work area and exercises time-management skills to maximize personal efficiency.
- Prioritizes tasks and handles multiple tasks in a calm, organized manner.
- Performs other duties as directed.