Demo

Dispatch/Client Services Representative

Hagyard Equine Medical Institute
Lexington, KY Full Time
POSTED ON 1/25/2025
AVAILABLE BEFORE 3/25/2025

Schedule/Hours: Monday – Friday, 8am – 5pm with night on-call rotation.

Skills/Responsibilities Required:
The primary role and duties include, but are not limited to, the following:

  • Receives incoming calls from clients, Hagyard veterinarians or referring veterinarians.
  • Provides general customer service and assistance to callers and other team members.
  • Records necessary information from the caller obtaining the detail required to determine if the need is routine or an emergency.
  • Locates available veterinarian in area for emergency services.
  • Contacts veterinarian by telephone and/or texting to schedule client service visits.
  • Informs veterinarian of all details regarding a situation in a prompt, non-emotional and professional manner.
  • Schedules appointments and enters information neatly and accurately into a computerized scheduler.
  • Maintains organized and accurate records of daily activities, cancellations, and new appointments for veterinarians.
  • Manages the expectations of clients and when they can expect service to be provided.
  • Establishes a professional rapport with clients to enhance the client service experience.
  • Ensures communications with clients are kept within allowable limits, i.e. facts only, no opinions.
  • Reports any significant changes in a situation’s status, i.e. significant doctor delay or significant change in patient’s condition, to the appropriate parties immediately.
  • Assists veterinarians with client communication via phone, fax, mail, or e-mail as requested.
  • Coordinates emergency calls for the ambulance and relays information and assistance requests involving other veterinarians.
  • Prepares, reviews and maintains reports, correspondence and records as needed for veterinarians.
  • Interfaces with the client to understand the client’s overall needs and requirements.
  • Shares details with clients, when appropriate, on additional offerings to provide value added service.
  • Serves as a point of escalation for issues or activities that the client may encounter.
  • Expedites the resolution of client problems/complaints to the appropriate person(s).
  • Shares ideas and client needs with management and/or veterinarians.
  • Coordinates with other client support team members in scheduling and/or requesting additional assistance when a client’s needs cannot be promptly handled.
  • Assists with the answering of phones, directing calls to the appropriate area and assisting visitors during after hours or weekend shift coverage.
  • Assists with special projects and additional duties as directed by the supervisor, veterinarian, or a member of management.

Qualifications:

  • Knowledge of routine care and services provided to horses is required
  • Customer-focused
  • Effective communication skills
  • Able to handle multi-phone line system, texting, and emailing simultaneously
  • Intermediate computer skills
  • Organizational skills
  • Detail-oriented
  • Ability to sit for long periods of time.

Job Type: Full-time

Benefits:

  • 401(k)
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Retirement plan
  • Vision insurance

Schedule:

  • Holidays
  • Monday to Friday
  • On call
  • Overtime

Work Location: In person

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