What are the responsibilities and job description for the Client Care Specialist position at Davis R. Hall, DVM, PLC?
Client Care Specialist
About:
Located in Northern Virginia, our hospitals are under the same private and actively involved ownership since 1974. Our focus has always been on providing excellent veterinary care to our patients coupled with the highest standard of customer service for our clients.
Our Mission
Our mission is to offer World-Class veterinary care. In everything we do, we believe in innovation. We believe in advancing the standard of what is possible within veterinary care. You will fin innovation in the way we teach and educate, it’s at the core of who we are. Whether it’s for our team, in cultivation professional growth, or four our clients, here we empower through knowledge.
This Opportunity:
The client care specialist (CCS) is the face of our company to our clientele. They are responsible for providing extraordinary customer service to our patients and clients. Our CCSs create the first and last impression. They coordinate between our Doctors and clients to ensure a world class customer service experience. The CCS will be pivotal in developing lifelong clients.
Location:
Choose an item.
You and Your Career:
If you are a problem-solver, collaborator, and doer, and have a passion for Veterinary Medicine we are interested in hearing from you. We are a learning organization and provide growth opportunities from the start. We pride ourselves on giving you the freedom, resources, and guidance to chart a fulfilling career!
Reporting and Supervision:
This position reports to Client Care Manager
Primary Duties and Responsibilities:
- Operate a multi-line telephone system to answer incoming calls with proper telephone etiquette. Contact clients by phone to confirm appointments/procedures and return calls in a timely manner.
- Schedule and confirm appointments, managing a multi-doctor appointment calendar using the hospital appointment/re-check guidelines.
- Use computer scheduling program and patient record program to schedule all forms of appointments, process required paperwork and intake forms (grooming, surgery, boarding, etc), input and update client/patient records, scan medical documents, and fax/email records upon request and approval.
- Itemize and review the client’s statement to confirm billing and services rendered.
- Understand wellness care, common medical problems or warning signs, and patient admittance standards (vaccination history/status) to communicate with clients effectively and accurately.
- Process all forms of payments- cash, credit/debit, insurance, or credit program. Accurately report, record, and process refunds and client account credits.
- Balance and reconcile cash, credit, and check payments with daily sales reports.
- Complete opening, closing, and cleaning tasks as directed by shift checklist. This includes balancing cash and electronic payment reports, prepare deposits, running opening/closing reports, and ensuring task checklists are assigned/completed.
- Mail out client correspondence for holidays and sympathies. Receive incoming mail and small deliveries.
- Adhere to posted schedule and completed assigned tasks, taking initiative with general or limited supervision.
- Attend and participate in staff meetings as they are scheduled.
Other Key Job Aspects
- Ability to maintain organization, time management, and attention to detail at all times.
- Demonstrate empathy and sense of urgency when responding to client/patient requests and emergency situations.
- Treat all patients, clients, and hospital staff with respect and compassion.
- Remain professional and courteous when interacting with clients and patients; staff may be exposed to bites, scratches, animal waste, contagious diseases, and unpleasant odors and noises.
- Possess strong work ethic, dedication to team work, and initiative to work towards the common goal of the team and hospital.
- Must be able to comfortably operate computers and learn new systems and programs (Microsoft SharePoint, QuickBooks, Cornerstone- veterinary practice management software)
- Experience or proficiency with basic functions of Microsoft Office: Word, Excel, and Outlook
Key Competencies Required:
- Reliable transportation to and from work
- Availability to work minimum three (3) weekends per month and days leading up to and after all major holidays.
- Ability to lift a minimum of 20lbs; physical demands include seated/sedentary work, bending, and reaching.
- Must be at least 18 years or older; high school education or equivalent.
- Must be authorized to work in the United States.
Previous Work Experience:
- Office or Medical Environment: 1 year (Preferred)
- Customer Service: 1 years (Preferred)
- General Computer Proficiency (Preferred)
Job Type:
Full-time, Part-Time, Seasonal
Schedule/Availability:
- Full time employees are scheduled to work 12 hours shifts: averaging 30 to 40 hours per week.
- Part time employees are scheduled 4-to-8-hour shifts, averaging less than 30 hours per week.
- Weekend and holiday availability is required.
Benefits:
- Health Insurance, Paid Time Off, 401K; Salary to be discussed during interview.
