What are the responsibilities and job description for the Client Care Specialist position at Hometown Veterinary Partners?
Get ready to make a positive impact on your team members, your community, and the veterinary industry!
Hometown Veterinary Partners was founded in 2023 with a mission to empower veterinary professionals by building veterinary hospitals which inspire, uplift, and fulfill. We are seeking full and part time Client Care Specialists (CCS) to work right where you live in brand-new, bright, and beautiful veterinary hospitals.
A CCS at Hometown Veterinary Partners (HVP) is a member of the hospital team and reports directly to the Hospital Director or Partner Doctor. The CCS will support our core beliefs of Culture, Collaboration and Community. The CCS is empowered to provide exceptional client care that is approachable, accessible, and individualized in your location. As a respected member of the team, your skillset and ideas are important to have a successful hospital which advances client communication, teamwork, and marketing to build the HVP brand.
This is your opportunity to contribute to the culture of your dreams! You will provide client care in your location while earning a competitive wage and a full suite of benefits. Your experience, background, and unique viewpoints are valued here. At Hometown Veterinary Partners, you are empowered to create rewarding and sustainable veterinary careers in your hospital and for our veterinary community.
More about Hometown Veterinary Partners:
Exciting changes in the veterinary industry start with us and we are just getting started. We want you to be excited and happy doing what you love most. You can expect to grow and nourish the culture and community in your local hometown veterinary hospital. We work hard together for what we believe in: principles of CULTURE, COMMUNITY and COLLABORATION.
- CULTURE. The center of what makes each hospital special is its culture. We give you the space to build and foster a healthy workplace at each location and support you along the way.
- COMMUNITY. We share in our teams’ excitement to be contributing members of their neighborhoods and to create positive change in our veterinary industry. Our veterinary teams are empowered to maintain local autonomy and growth in their community.
- COLLABORATION. We encourage our teams to embrace an entrepreneurial spirit and operate with growth mindsets. We celebrate everyone’s individual viewpoints, experiences, and backgrounds. We grow together!
Our care teams have important roles in which they collaborate on successful outcomes and advancements in operations, pet care, and client services. We provide services six days/week which include: appointments, scheduled surgeries, and preventative care days.
How You’ll Be Making an Impact:
Culture
- Maintain a positive, supportive, and collaborative work environment.
- Bring interpersonal and conflict resolution skills to support an inclusive environment.
- Support the training and onboarding of new team members.
- Provide ongoing input that supports efficiency, productivity, and well-being.
- Identify opportunities and support best practices to contribute to our growth.
- Provide a positive and exceptional client experience.
- Open the hospital before the arrival of the doctor and get ready for the day.
Community
- Welcome clients and their pets to the hospital in a friendly and courteous fashion.
- Assist clients and the pets in getting seated comfortably as they wait to be seen.
- Answer incoming calls professionally and route calls to other team members.
- Prepare patient forms and files ahead of their scheduled appointments.
- Prepare and deliver reminders to the client for upcoming care via text, email, and phone.
- Assist clients in completing any forms or files on paper or digitally.
- Maintain a clean and organized desk and waiting area.
- Assist clients in checking in and out as well as setting up appointments for follow-up care.
Collaboration
- Give input, ideas, and suggestions for continual improvement of the hospital environment for the care team, patients, and pet parents.
- Be a part of quality, safety, and health initiatives.
- Triage emergency cases appropriately and keep clients and pets at ease.
- Review patients’ records to ensure that immunizations, diagnostic and routine testing, and preventions are up to date.
- Promptly notify the medical team of the arrival of patients and the state of patients’ condition.
- Support customer retention and engagement strategies and tactics.
Requirements
- Initiative-taking with a demonstrated passion for excellence and continuous learning.
- Comfort in a high growth environment.
- Demonstrated commitment to ethics and integrity.
- Excellent phone etiquette.
- Have reliable transportation.
- Ability to meet the physical demands of the role including standing, sitting, kneeling, and lifting, up to 50lbs for extended periods of time.
- Initiative-taking with a demonstrated passion for excellence and continuous learning.
- Strong organization, time management, and attention to detail in fast paced environment.
- Solid and effective communication, technology, organizational and analytical skills.
- Basic knowledge of veterinary hospital procedures and terminologies preferred.
- Ability to relate with clients in a friendly and professional manner.
- Ability to maintain professionalism under stressful conditions.
- Ability to exercise patience and empathize with clients.
Experience, Education and/or Training
- High School Diploma or equivalent required.
- One year of customer service-related experience required, preferably in the veterinary or medical field.
- Basic knowledge of veterinary hospital procedures and terminologies preferred.
Other Details
- Full-time or Part Time Opportunities Available
- Hours: 8 or 10 Hour Shifts
- Day & Evening Shifts, Holidays, Saturday (Closed Sunday)
- Competitive Compensation
- PTO for Part-Time & Full-Time Team Members (Inclusive of Vacation, Sick, Personal & Holiday)
- Medical, Dental, and Vision Insurance
- Telemedicine
- Wellness & Mental Health Resources
- Employee Assistant Program (EAP)
- Life & Disability Insurance
- Health Savings Account
- Pet Insurance
- Pet Discounts
- 401k
- CE Allowance
- Opportunity for Equity and Advancement
- Flexible Schedule to Allow for Work-Life Balance
Hometown Veterinary Partners is committed to providing equal employment opportunities to all aspects of employment and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Are you ready to be a part of a new, special, and exciting veterinary community where you’re contributing to a better future for yourself, your team, and the veterinary community? Let’s talk!
