Client Care Specialist - Overnights

Job Summary:

Client Care Specialists support the AscendVets mission, vision and core values by providing world class service to each of our clients. They are the face of our practice and instrumental in bonding clients to our practice. In this multifaceted position, team members use their problem-solving skills to effectively guide the clients experience through multi-tasking and superior customer service. The Client Care Specialist serves as a primary point of contact answering phones, scheduling appointments, greeting and educating clients, resolving client issues, collecting fees and other administrative tasks. Reports to :

Practice Manager, Team Lead, Director of Operations, Practice Owners Duties/Responsibilities:

1.

Client Communication and Service:

Greet clients in person, over the phone, or through electronic channels in a friendly and professional manner demonstrating poise and natural effort, quickly attending to client needs. Provide prompt and accurate responses to client inquiries, including appointment scheduling, pricing, and general information. Answers telephones and handles calls using a multi-line system. Act as a knowledgeable resource for clients, addressing basic inquiries and directing complex medical questions to appropriate staff members. Listen actively to client concerns, empathize with their needs, and provide appropriate solutions or escalate issues to the appropriate staff members. Maintain strong client relationships through proactive communication and follow-up. Effectively communicates with the patient care team to create an exceptional experience for each and every client. Maintains a positive attitude, greeting clients with a smile. Can conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks. Can easily remember clients and patients names and uses them. Ensures client compliance by proactively observing hospital standards. Can turn future clients (phone-shoppers) into clients through relationship building and bonding. Can identify patients who have an emergent medical condition and seek assistance from clinical staff as needed. Can deal intelligibly, pleasantly and efficiently with clients, often doing several things at one time. 2.

Appointment Scheduling and Coordination:

Schedule and manage appointments efficiently using practice management software according to hospital guidelines. Coordinate appointment availability with veterinarians, technicians, and other staff members. Optimize appointment scheduling to maximize efficiency and minimize wait times. Confirm appointments and send reminders to clients via phone calls, emails, or text messages. Maintain accurate and up-to-date appointment records and client information. Thoroughly and accurately performs follow-up calls such as surgery/treatment recalls, doctor requested follow-up calls, appointment reminder calls and ash return calls. Utilizes email and other technology to communicate with hospital team members. 3.

Client Records, Data Management and Inventory:

Maintain accurate and organized client records, including contact information, medical history, and consent forms. Update client records with relevant information, such as changes in address, phone numbers, or email addresses. Ensure confidentiality and compliance with data protection regulations. Collaborate with the veterinary team to ensure accurate and complete documentation of client interactions and communication. Can prepare health certificates, immunization certificates, laboratory requests, and euthanasia certificates.• Can handle client correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards, and A/R statements. Inputs medical notes in accordance with AAHA guidelines and hospital policy Assists with inventory control as needed. Follows AAHA and hospital procedures for the usage and disposal of controlled substances 4.

Financial Transactions and Cash handling:

Explain pricing, payment options, and estimates to clients before services are rendered. Collect payment for services rendered, accurately process invoices, and provide receipts. Collaborate with the billing department to address any billing or payment-related inquiries. Accurately balances the cash drawer and creates a deposit slip at the end of each shift. Can outline costs and fees in a positive light while supporting hospital payment policies. Accurately invoices and accepts payment for services. Prepares health care plans and enters charges. Can admit patients and handle medical records entries accurately. Can handle client/patient transfers with ease. Can prepare client invoices for services performed. Can accurately handle payment transactions. Processes payments and discusses financial matters with clients within hospital protocol. Can accurately and empathetically communicate estimates/treatment plans to clients.

Required Skills/Abilities:

Excellent communication and interpersonal skills, with a friendly and compassionate attitude. Strong organizational and multitasking abilities to manage a busy client workload. Attention to detail and accuracy in recordkeeping and financial transactions. Familiarity with veterinary procedures, services, and medical terminology (preferred). Quickly learn how to pronounce, know the meaning of and spell commonly used veterinary terms. Genuinely enjoys working with animals and is able to deal with them even when they are stressed, ill or in pain. Is comfortable and confident selling products and services. Can stay calm and efficient during a medical crisis. Is well-spoken and approaches his/her job duties in a mature nature. Is experienced in the teamwork approach and works well with all levels of hospital team members. Perform basic computer skills, type 30 words per minute. Proficiency in using practice management software and other office applications. Ability to remain calm and composed in a fast-paced environment and handle difficult client situations with empathy and professionalism. Flexibility to work weekends

Physical Requirements:

Physical Effort :

Work requires lifting and carrying records and equipment weighing up to 40 lbs; requires sitting and standing for extended periods or time. Working conditions : May be exposed to unpleasant odors, noises and animal feces. May be exposed to bites, scratches and contagious diseases.

Environmental Conditions:

1. Noise from barking/crying dogs and cats 2. Danger of being bitten or scratched by small animals 3.

Exposure to:

Toxoplasmosis Leptospirosis Giardia Gas anesthesia Cleaning products Radiation Drugs and chemicals under OSHA Rabies Euthanasia drugs Other potential zoonotic diseases The physical requirements described here must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.