Full-time Client Coordinator

JOB SUMMARY

The Client Coordinator is the first point of contact at the Animal Hospital of West Chester and makes the first impression for our business. It’s imperative the Client Coordinator closely interacts and builds rapport with our clients and patients. Client Coordinators must possess good critical thinking and problem-solving skills, compassion, a positive attitude, follow-through and excellent communication and teamwork skills. Multitasking and accepting constructive criticism are essential.

JOB DESCRIPTION

· Operate a multiple-line telephone system. Answer all calls with a warm greeting, place callers on hold, transfer calls as needed, and page other staff members within the hospital. Take and route messages for veterinarians and other staff members.

· Follow 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, prescription refills, etc.

· Handle basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately direct other questions and communication to a veterinarian, practice manager, or other staff members.

· Utilize effective listening skills to obtain all necessary medical and personal information from the client. Discern any potential client problems, complaints, or questions and handle appropriately.

· Relay medical instructions, itemize the client statement, and inform clients about hospital policies such as pre-operative instructions, payment and credit policies, vaccination policies, boarding policies, grooming policies.

· Communicate with clients as needed regarding the total amount of their bill, etc.

· Provide clients with any information or instructions they will need prior to their appointment.

· Contact clients to schedule discharge appointments if requested by DVM, confirm appointments with pre-surgical instructions if needed, reschedule appointments when necessary.

· Welcome clients and patients to the practice and provide for their comfort while they are in the practice. This includes greeting clients, assisting them with their pets and/or belongings, and escorting them to appropriate areas of the hospital.

· Monitor the length of time clients are waiting and appropriately handle situations where there is an extended wait.

· When speaking with clients, use the client’s name and pet’s name to personalize communication.

· Use a computerized scheduling program to schedule wellness, sick, surgical, hospitalized patient, boarding, and grooming appointments.

· Schedule appointments in accordance with established hospital guidelines allocating the appropriate amount of time (15, 30, or 45 minutes) according to the type of visit.

· Inquire as to which doctor the client wishes to see when scheduling an appointment. If no preference is expressed, appropriately schedule client. Schedule follow-up visits with the appropriate doctor.

· Utilize the computer system to accurately enter and retrieve records and reports, enter fees and charges, and maintain the database.

· Generate reports (i.e. call back lists, appointment lists, etc.) using the computer system as directed.

· Promote the hospital to persons inquiring about the practice, its fees, products and/or services.

· Promote the practice’s products and services to clients, making suggestions when appropriate.

· Learn and follow the hospital’s policies and protocols as stated in the hospital policy & procedure manual.

· Exercise technical knowledge of the practice’s products and services.

· Retrieve and refile medical records accurately and promptly.

· Update client files and patient records as needed.

· Prepare to receive appointments by retrieving client records and preparing needed forms in advance of clients’ arrival.

· Complete required forms and obtain all necessary information. Note the source of client referrals.

· Obtain medical and vaccination histories from the client.

· Follow hospital policies regarding patient admittance (i.e. vaccination status, etc).

· Relay all necessary information to the doctors and technicians.

· Enter all charges into the computer and double-check entries against patient record.

· Present clients with medications, instructions and any other items to take home.

· Review the services that were rendered to the pet (verbally itemize the client receipt), and inform client of the total amount due.

· Schedule discharge or follow-up appointments.

· Accept payments from the client. Accurately process cash, charge card payments, or credit account payment.

· Perform an end-of-day procedure each evening. This would include counting the cash drawer and running end-of-day credit card terminal reports, and presenting reports, coupons, payments and cash drawer counts to the practice manager.

· Clean and straighten the public areas of the practice, including the front desk, reception area, bathroom and office as designated on the Daily Checklist.

· Restock and arrange the retail and point of purchase display areas.

· Open the practice and set up for the morning as directed.

· Close up the practice for the evening as directed.

· Adhere to all hospital policies and standards regarding uniforms, grooming, smoking, personal calls, etc. as stated in the hospital procedures manual.

· Serve as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other members of the hospital staff.

· Adhere to the posted work schedule. Arrive for work promptly and be ready to begin working at the start time. Follow hospital policies for reporting lateness or absences.

· Utilize the time clock to clock in and out at the beginning and end of each day and during breaks.

· Demonstrate initiative and teamwork in everyday duties by seeking other work to do during slack times, assisting other employees within the practice, and filling in for other employees as needed.

· Organize work area and exercise time management skills to maximize personal efficiency within the practice. Prioritize tasks and handle multiple tasks in a calm, organized manner.

· Although there are no direct reports for this role, the Lead Client Coordinator should act as the more tenured coordinator by assisting with training of other staff members, handle escalated client issues when the Practice Manager is unavailable and take on additional responsibilities as required by the needs of the business.

Job Type: Full-time

Pay: $15.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Experience:

• Customer service: 1 year (Required)

Work Location: In person

Salary : $15 - $20