Client Care Specialist - Community Pet Hospital

JOB CLASSIFICATION: Non-exempt

EDUCATIONAL REQUIREMENTS: High School diploma.

POSITION SUMMARY: Client Care Specialists support the Community Hospital mission, vision and core values by providing world class service to each of our clients. They are the face of our practices and instrumental in client retention. In this multifaceted position, team members use their problem solving skills to effectively guide the clients experience through multi tasking and superior customer service. Job duties include answering phones, scheduling appointments, greeting clients and resolving client issues.

AREAS OF RESPONSIBILITY

I. Customer Service: 80%
II. General Housekeeping: 10%
III. Clerical: 9%
IV. Professional Growth: 1%

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

DUTIES:

1. CUSTOMER SERVICE

a. Greets clients and patients in a friendly and professional manner, quickly
attending to client needs.
b. Conducts check in and check out using computer system and associated paper
forms.
c. Answers telephones and handles calls using a multi-line system.
d. Effectively communicates with the patient care team to create an exceptional
experience for each and every client.
e. Schedules appointments according to hospital guidelines.
f. Ensures client compliance by proactively observing hospital standards.
g. Thoroughly and accurately performs follow-up calls such as surgery/treatment
recalls, doctor requested follow-up calls, appointment reminder calls and ash
return calls.
h. Can identify patients who have an emergent medical condition and seek assistance
from clinical staff as needed.
i. Processes payments and discusses financial matters with clients within hospital
protocol.
j. Shows empathy to clients while exceeding their expectations.
k. Maintains a positive attitude, greeting clients with a smile.

2. GENERAL HOUSEKEEPING

a. Maintains a safe, clean and welcoming lobby.
b. Performs cleaning duties as outlined in daily checklists.
c. Follows cleaning protocols when dealing with a contagious pet.

3. CLERICAL

a. Balances the cash drawer and creates a deposit slip at the end of each shift.
b. Utilizes email and other technology to communicate with hospital team members.
c. Participates in hospital team meetings.

4. PROFESSIONAL GROWTH

a. Completes 5 hours of industry specific continuing education each year
b. Openly and willingly embraces other responsibilities as requested.