What are the responsibilities and job description for the Medical Customer Care Specialist: position at Humane Society of Northeast Georgia?
POSITION: Medical Customer Care Specialist
REPORTS TO: Medical Operations Director
GRADE LEVEL: Experienced
HOURS: Up to 40 hours; this position may have varying working hours including the
ability to work evenings and weekends as needed including Saturdays and Sundays
CLASS: Hourly; salary commensurate with experience
SCOPE OF POSITION
Medical Customer Care Specialists support the Healthy Pet Clinic through providing outstanding customer service,
counseling, and education to the general public regarding the Humane Society of Northeast Georgia’s (HSNEGA) services
and programs. Provides Healthy Pet Clinic (including wellness and spay/neuter services) administrative support, greets
and directs visitors, and provides clerical duties as assigned including data processing, answering phones, and scheduling
appointments.
Customer Service
- Greets guests entering HSNEGA with friendly disposition, directs clients to correct destination/staff, and
- Complies with and supports all HSNEGA policies, procedures, and protocols.
- Fields general inquiries from the public, always maintaining a calm, courteous and respectful manner.
- Assists the public with Wellness Clinic services offered through the Healthy Pet Clinic including check in/out and
- Assists with taking spay/neuter appointments, processing deposits, entering appointments into IDEXX, and
assisting with check in/out.
Internal Communications
- Advises appropriate staff about animal medical or behavioral concerns.
- Advises appropriate staff about customer service and/or personnel issues in a discreet and professional manner.
- Answers questions from other staff and volunteers in a calm and courteous manner.
- Communicates effectively and completely on all documentation.
Administrative
- Assists with compiling and maintaining accurate files on all animals.
- Processes Healthy Pet Clinic clients including scheduling, data entry, and general administrative process and flow
- Answers multi-line phone system promptly and professionally, routing calls to the appropriate personnel and
- Checks organizational voice mail in a timely manner and distributes messages/forwarding calls as needed to the
- Enters and maintains proper documentation on all client and animal records. Provides accurate and thorough
- Data entry and paperwork, including memos and addendums as needed.
- Checks daily for follow-ups on any pending issues.
- Assists with opening duties and closing duties, including daily financial reconciliation.
Patient Intake/Dismissal
- Checks in patients during morning intakes with the assistance of other team members including explaining the
845 West Ridge Road, Gainesville, GA, 770-532-6617, www.HSNEGA.org
- Oversee/assist with completion of paperwork for each day’s clients/patients in conjunction with the CCSC and
- Assists with spay/neuter appointment setting and ensures correct record-keeping for all clients in IDEXX Neo.
- Participates in afternoon dismissal of patients with the assistance of other team members including explaining
- Works closely with CCSC to ensure daily cash outs and money handling are done efficiently, honestly and on
time. Adheres to all cash management Standard Operating Procedures (SOPs).
Wellness Clinic
- Safely and humanely administer medications (via injection and orally), vaccinations (via injection and orally),
screening tests (via blood draw) and microchips to public, owned animals within the scope of HSNEGA’s
standard operating procedures.
- Efficiently and kindly communicating with clients to obtain history, discuss wellness services, and care for their
animal.
- Exceptional animal handling skills and confidence in the ability to handle aggressive animals safely.
- Maintain accurate and detailed medical records.
- Working knowledge of vaccinations, flea/heartworm prevention, and basic animal husbandry.
Other Duties
- Ensures the cleanliness and organization of assigned work area including daily removal of trash and clutter and
- Oversees the ongoing cleanliness of the Healthy Pet Clinic (eg. waste removal, sweeping, etc.). Employs proper
- Reports any broken or damaged equipment in a timely manner.
- Assists with general cleaning as needed.
- Handles all animals in a safe and humane manner.
- Flexible with scheduling.
- Strive to remain current on best practices in animal health and sheltering/kennel operations to ensure staff is
performing duties accurately and HSNEGA is in compliance. Recommend and implement changes to ensure the
optimal operation of the kennel areas.
- Willingly and cooperatively performs other duties as assigned by proper authority that may not be in specific job
description.
- Regularly sits at a computer station and operates electronic equipment.
- Consistently exposed to animals/animal allergens under conditions with limited alternatives available.
- Must be able to successfully handle routine and difficult public contacts.
- Must be able to deal with an often fast paced and changing workload which at times can be stressful.
- Must have the ability to perform in standard office, animal care, and kennel environments with exposure to
hazardous chemicals and be able to tolerate noxious odors and high noise levels.
- Must be able to safely lift and carry up to 50 pounds repeatedly throughout the day with help.
- Must be able to work standing for 6 or more hours and be able to bend/kneel repeatedly and have reasonable
degree of agility to move through tightly cramped areas in various situations.
- By nature of the industry, consistently exposed to animals/animal allergens under conditions with limited
alternatives available. There also may be occasional exposure to dead, sick, unruly, and/or dangerous animals in
addition to exposure to parasites and infectious diseases.
845 West Ridge Road, Gainesville, GA, 770-532-6617, www.HSNEGA.org
- Bilingual (Spanish-speaking) preferred.
- Computer skills required.
- Excellent customer service, time management, and communication skills.
- Understanding of animal welfare, basic veterinary medicine, and animal handling skills a plus.
- Valid driver’s license and a good driving record.
- Ability to communicate clearly and concisely, both orally and in writing.
- Demonstrated experience in dealing effectively and tactfully with the public, and ability to create a team
- Willing and able to obtain training/continuing education as needed.
- Demonstrated ability to apply good judgment in making decisions in accordance with organizational policies and
- Sound judgment and ability to exercise complete discretion when dealing with confidential information.
This position description in no way states or implies that these are the only duties to be performed by the
employee occupying this position. This document does not create an employment contract, implied or
otherwise, other than an “at-will” relationship
Humane Society of Northeast Georgia provides equal employment opportunities to all employees 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.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement,
promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.