Client Experience Rockstar (Reception)

Job Description

Job Description

Salary : 17-23

At The Veterinary Behavior Center we are dedicated to building a supportive, mission-driven team. We believe that the strength of a business lies in having great people, a sense of community and an intentional practice culture, where individuals are valued and respected, take pride in their jobs, enjoy working together and want to stick around for a while!We are looking for a full-time Client Experience Rockstar to round out our team. As the first face a client sees when they walk in the building, to the last one when they exit the building, our Client Experience team curates the client's connection and bond with our practice. If you are passionate about personalized client service, animal welfare, and believe you have exceptional communication skills, please apply! Excellent verbal and written English communication are essential.

Key duties of the CER :

• Set-up and break-down of leased space; cleaning and re-setting exam room between appointments
• Meticulous record keeping
• Administrative support to ensure smooth patient and client experience and thorough medical care, includes : communicating with primary care veterinary offices, client / patient file creation and editing, appointment scheduling, and more
• Receive incoming calls, screen those that are handled by other health care team members and take care of routine calls. The routine calls include those seeking information about veterinary services (telephone shoppers). Provide knowledgeable sub-professional advice concerning the care and treatment of animals. Educate clients on our policies and services.
• Follow established hospital policies and procedures in referring clients for immediate treatment of their pets when requests are accompanied by complaints of acute symptoms. Determine nature of the concerning problem and attempt to reassure distressed pet owners.
• Schedule appointments, obtaining all necessary data concerning the patient and owner. Prepare all required forms in advance when possible.
• Obtain medical records and referral forms from referring veterinary clinics and trainers notes prior to scheduled appointments.
• Prepares medical record for review by clinician and technical staff
• Greet and escort clients in and out of the exam room in compliance with clinic safety procedures
• Answer inquiring potential client questions regarding general clinic information, appointment scheduling, and prepares clients with appropriate expectations for appointments
• Point of contact for client support between appointments via email, chat and phone communication, provide accurate information about clinic fees and general clinic information as well as reliably communicate medical information between the client and the medical team. Refers specific client medical and therapy questions back to the technician or doctor.
• Prescription preparation and request processing.
• Assist with retail sales, educate themselves on some of our products and refer clients to technical staff or management for more in depth questions regarding our products.
• Demonstrate warmth, courtesy and professionalism in all interactions with clients. Exercise compassion and care in all interactions with patients.
• Keep doctors apprised of potential problems, discussions with clients, etc.
• Welcome clients with warmth, care and maximum support and attention.
• Assist other team members to keep the public areas of the practice clean and well maintained. Clean and maintain all medical equipment as required.
• Demonstrate initiative and teamwork in everyday duties, assisting other team members within the practice.
• 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.
• Work well with all team members and ensure that your actions support the clinic, the doctors, and the practice philosophy.
• Recognize and respond appropriately to veterinary medical emergencies by notifying the appropriate personnel.

Benefits : uniform, healthcare stipend, 401K, employee recognition program, employee assistance program, discount, PTO and more.