Client Service Coordinator

The Veterinary Receptionist is an invaluable member of the hospital team who works on site directly with a Hospital Manager, Veterinarians, and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through the animal hospital.

Job Responsibilities

• Responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. Models a professional and courteous manner with staff and clients.
• Follows established policy and procedures in scheduling clients for prompt treatment of ill and / or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in-hospital procedures, and other services that require the doctors’ and technicians’ time.
• Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.
• Pulls patient charts for daily scheduled appointments and collects information to make necessary updates, including the creation of new charts, when appropriate.
• Assists technician in filling prescriptions with appropriate medication and providing routine instructions to owners on the proper administration of the medication.
• Performs over-the-counter sales of merchandise such as prescription diets, shampoos, flea and tick control products, heartworm, etc. Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs.
• Invoices clients, collects fees, makes change, inputs credit card information, and obtains authorization for credit charges following the credit policies of the hospital.
• Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.
• Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc.
• Monitors client wait times and communicates with support staff to ensure timely patient care.
• Prepares and sends welcome letters, new client information forms, referral and thank you letters, condolences, long wait notes, and other correspondence for the doctors and / or Hospital Manager.
• Demonstrates a full working knowledge of PIMS procedures and functional applications.
• Handling a large call volume, placing multiple lines on hold, answering calls in the order they are received, ensuring low hold times and timely service.
• Performs follow up calls checking on patients that visited recently or were seen at an emergency facility.
• Corresponds and manages scheduling with referral partners.
• Responds to client and referral partner emails in a timely manner.
• Communicates professionally with clients and monitors AllyDvm text messages from clients.
• Acts as a liaison between Veterinarians and clients to communicate care recommendations, medication needs, upcoming appointments, blood work and procedure fasting protocols, etc.
• Obtains and uploads medical records / documents from previous and referring veterinarians for new and existing clients.
• Contributes to opening and closing duties including cleaning, stocking, balancing till, creating revenue packets, and deposits.
• Faxing written prescriptions to outside pharmacies.
• Scanning in documents and maintaining medical records.
• Updating client and patient alerts in the electronic medical record.
• Communicating client concerns with veterinarians and management team.
• Obtaining patient weights during appointment check ins.
• Reviewing invoices with clients.
• Performing reminder calls to ensure patients receive vaccinations, exams, lab work, and preventatives at their scheduled cadence.
• Assist with navigating Euthanasia appointments including setting up, offering condolences and upmost care of patients and clients during their time of need.
• Assisting clients to and from their vehicle with their pet, merchandise, etc. when needed.

Skills and Basic Qualifications

Physical Capabilities :

Ability to sit / stand for long periods of time