Job Title: Pet Resources Coordinator

Department: Medical Services

Reports To: Clinic & Safety Net Manager

FLSA Status: Non-Exempt, hourly

Pay Rate: $17.00 Hourly

SUMMARY

The Pet Resource Coordinator is the first point of contact for Peggy Adams’ clients and their pets. This position ensures that the League is effectively identifying and working to address the pet-related needs of our human and animal community.

This position is responsible for providing excellent customer care, information, and assistance to clients regarding the wellness clinic, public surgery, safety net, and other services offered at Peggy Adams. Monitors and maintains the records pertaining to these same areas.

This position is also responsible for reviewing animal medical records for accuracy and finalizing records prior to being made available for adoption, entering surgery paperwork, assisting with scheduling pets for return care and for specialist care outside of the shelter. This position will also be responsible for the organization and extra duties related to pharmacy needs. Reviews and corrects controlled drug logs. Answers phone and email inquiries from clients. Ensures a clean, safe, and operational work area.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Interfaces with clients in a diplomatic and tactful manner to assist them with all aspects of Peggy Adams’ programs and services

• Handles phone calls and emails from clients or, when appropriate, transfers them to the appropriate department

• Assists “walk-in” clients based on individual situation, pet’s welfare, and shelter’s capacity for care

• Provides accurate and timely answers to questions regarding services and program at Peggy Adams

• Assists with checking clients in and out for surgery and clinic

• Schedules appointments, maintains and updates calendars

• Interfaces and cooperates with other departments within Peggy Adams

• Accepts payments for services rendered

• Enters animal and people records in shelter’s software

• Understands and utilizes organization’s programs and services to keep pets in their homes, whenever possible (food pantry, vaccine & surgery vouchers, medical/behavioral assistance, etc.)

• Understands and embraces the Pets for Life model to provide compassionate and tactful services for the community

• Organizes medical supplies once delivered and checked in by Purchasing Coordinator

• Restocks satellite pharmacy areas.

• Picks up and delivers supplies as needed

• Approves prescription requests through online pharmacies

• Checks controlled substance logbooks for accuracy

• Responds to and prepares online medical record requests

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience in customer service or front desk reception preferred

• Experience in recordkeeping, data entry, and clinic practices preferred

• Ability to diffuse negative client situations and foster client bonding

• Experience working in a veterinary hospital or animal shelter preferred

• Must be able to always provide accurate information to the public

• Must have excellent oral and written communication skills

• High level ability to multi-task, organize, and perform detailed tasks efficiently and with accuracy

• Must adhere to the company’s dress code

• Must have the ability to deal tactfully and effectively with the public

• Must have excellent oral and written communication skills and phone etiquette

• Detailed knowledge of applicable office skills

• Cleans areas where animals are waiting for assistance (e.g., urine, feces, bodily fluids, dirt, and mud)

• Ensures a clean, safe, and operational work area

• Handles and works with dogs and cats of all breeds, sizes, and temperaments

• Embraces volunteerism, emphasizing the importance of volunteers in all aspects of Medical Services

• Assists with other departmental needs as directed by management

• Must support the Animal Rescue League’s mission, policies, and practices

PREFERRED QUALIFICATIONS

• Two years of customer service experience

• One-year related experience and/or training involving veterinary clinic, reception, and scheduling

EDUCATION and/or EXPERIENCE

• High School Diploma or GED

• Computer skills include accessing databases, checking company email, etc.

• Working knowledge of Outlook, Word, Excel

• Bilingual a plus

MATERIALS and EQUIPMENT USED

• Multiline phone system

• Computer

• Copier

• Cash Register and POS (Point of Sale) systems

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• While performing the duties of this job, the employee is consistently required to sit. In addition, the employee is constantly required to talk, hear, and use hands for grasping, reaching and other operative tasks. The employee is required to stand and stand or move frequently. The employees will also be required to bend their neck and twist their body. The employee will be required to consistently lift animated or stationary objects of up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• While performing the duties of this job, the employee is frequently exposed to an indoor office environment climate condition. The employee is occasionally exposed to outdoor weather conditions. The employee is frequently exposed to animal odors and animal fur.

• The noise level in the work environment is typically low to moderate.