Client Support Representative (Bilingual)

FACE Low-Cost Animal Clinic (FACE) is a nonprofit clinic located near downtown Indianapolis. Our goal is to to provide affordable spay/neuter, vaccination, and wellness services for the Indianapolis community to prevent the unnecessary euthanasia of dogs and cats. We are a client- and patient-driven team. The Client Support Representative provides outstanding customer service to clinic clients while supporting the veterinary team in our high-volume, high-quality clinic.

Our clinic offers:

4-day (Mon-Thu) work week plus regular Saturday vaccine services The clinic is closed Saturdays of most major holidays and from December 24 to January 1 Opportunity to grow with tiered pay scale and regular training sessions Pay differential for bilingual employees who successfully pass proficiency test (available after 30 days of employment) Paid holidays and paid time off available Strong work culture supported with regular team-building activities and community outreach efforts A fast-paced but rewarding work environment FACE is dedicated to reducing needless euthanasia by addressing the root causes of shelter intake: pet overpopulation and pet surrender. Our clinic provides spay/neuter, vaccine, and minor wellness care to nearly 30,000 dogs and cats annually. By joining our dedicated team, you will be able to help with overpopulation and make pet ownership a reality to many people who would not otherwise have that opportunity due to financial constraints. Every day, we make a difference in the lives of animals and the people who love them.

Essential Functions:

Support clients during their visit to the clinic. Greet clients and set a positive clinic atmosphere. Review requested services with client to ensure that they follow veterinary recommendations and that paperwork is complete. Enter data in patient record after services have been completed. Collect payment for services. Dispense flea, tick, and/or heartworm prescriptions. Maintains clean and orderly office and lobby area. Support clients requesting clinic services. Schedule appointments in-person and over the phone following clinic policies and procedures. Promptly respond to client rescheduling and cancellation requests. Communicate pick-up hours for flea, tick, and/or heartworm prescriptions. Communicate check-in and pick-up times for surgery appointments with clients according to clinic policies and procedures. Review online appointment requests for accuracy prior to confirming appointments. Provide compassionate care to clients needing clinic services. Provide prompt responses to inquiries from surgery clients and schedule rechecks when needed. Communicate and administer financial assistance programs. Maintain accurate client contact information in practice management software. Respond to client needs and use negotiation techniques to resolve client concerns. Knowledgeable about key community resources and able to provide referrals when needed. Supports veterinary team by serving as client advocate. Knowledgeable about veterinary recommendations and able to communicate patient needs with clients. Able to recognize a patient in the lobby that should be moved to an exam room to reduce stress, and works with veterinary team to move patient and client to an available exam room. Properly leash walk friendly patients. Collect patient weight using clinic scales. Able to follow disinfection procedures. Professionally respond to client requests through various communication tools. Transcribe voicemails and complete callbacks to clients requesting clinic services and assistance. Respond to inbound text messages from clients. Respond to requests from clients for their pet's medical records. Education and/or

Experience:

At least two years of customer-facing experience in a clinic or office setting. Proficient in Microsoft Office and/or CRM software. Experience using office equipment (computer, fax, printer, scanners, etc.). High school diploma or equivalent. Fluency in Spanish.

Skills and Abilities:

Outstanding customer service skills. Excellent verbal and interpersonal communication skills. Seeks and responds to feedback from customers to improve service; seeks to understand the perspective of others. Energetic team player with a passion for FACE's mission. Able to work across departments to ensure high-quality patient care and advancement of FACE's mission. Flexible, adaptive style in working with many varied audiences in fast-paced environment. Open to change and variety within the workplace. Willingness to learn new tasks and information. Able to handle multiple tasks and prioritize work. Strong word processing and data entry skills.

Job Type:

Full-time Pay:

$18.00 per hour

Benefits:

Dental insurance Employee assistance program Employee discount Health insurance Health savings account Life insurance Paid time off Referral program Retirement plan Vision insurance Application Question(s): What interested you in applying at FACE Low-Cost Animal Clinic? What clinical office skills & experience do you have directly related to this position? This position is full-time, Monday through Thursday beginning at 6:50AM plus regular Saturdays (8AM-2PM) per month and needs excellent attendance. Are able to meet this expectation?

Experience:

Medical office: 2 years (Required)

Language:

Spanish (Required)

Work Location:

In person