Lead Client Care Specialist

About:

Located in Northern Virginia, our hospitals are under the same private and actively involved ownership since 1974. Our focus has always been on providing excellent veterinary care to our patients coupled with the highest standard of customer service for our clients.

Our Mission

Our mission is to offer World-Class veterinary care.In everything we do, we believe in innovation. We believe in advancing the standard of what is possible within veterinary care. You will fin innovation in the way we teach and educate, it’s at the core of who we are. Whether it’s for our team, in cultivation professional growth, or four our clients, here we empower through knowledge.

This Opportunity:

The purpose of the Lead Client Care Specialist (LCCS) is to facilitate a smooth operation of client care services and to support the Client Care Specialist team. This person must assume many roles involving communication, leadership, correction and encouragement, team support, subject matter expertise, teaching and coaching, delegation, continuous improvement, process management, and compliance. The LCCS will perform all duties required of a Client Care Specialist while operating and leading the team. While this is not an all-inclusive list in the duties and responsibilities of a LCCS, this job description will provide guidance to the expectations and requirements for the role.

Location:

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You and Your Career:

If you are a problem-solver, collaborator, and doer, and have a passion for Veterinary Medicine we are interested in hearing from you. We are a learning organization and provide growth opportunities from the start. We pride ourselves on giving you the freedom, resources, and guidance to chart a fulfilling career!

Reporting and Supervision:

This position reports to Client Care Manager

Primary Duties and Responsibilities:

• Performs all duties in accordance with hospital medical policies and procedures.
• Prepares and maintains the lobby and client care areas: cleanliness, restocking, and assessing for workplace safety.
• Accurately maintains patient records: physical and electronic through Cornerstone.
• Assists other staff members as required.
• Performs other duties as determined by the management team.
• Answer client inquiries about services provides and the expense involved, common medical requirements for animal stages of life, required vaccines for boarding and grooming, and maintains working knowledge of common medication usage and dosage information, including heartworm preventative and prescription flea control products and can readily explain them to the clients.
• Accurately explain service invoices and explain hospital payment protocols; process payments- cash, credit and debit cards, checks, insurance claims, and care credit.
• Create and edit scheduled appointments and procedures in Cornerstone according to hospital procedures and protocols.
• Operate telephone at the client care desk and call center; answer the telephone using standard greeting, transfer calls as needed, monitor hold times to ensure clients are answered with exceptional service.
• Assists other staff members as required.
• Performs other duties as determined by the management team.

Other Key Job AspectsLEADERSHIP:

• Communicates objectives, motivates others, promotes teamwork, builds and maintains morale. Demonstrates “take charge” capabilities. Takes an active role in Client Care Specialist staff meetings. Maintains core values and standards of conduct with staff.
• Promotes cooperative working environment. Understands the value of teamwork and shows enthusiasm and willingness to perform as necessary to help the hospital function as a unit.
• Promotes continuous quality improvement for the practice’s success and vision.
• Is polite and respectful to all staff, doctors, venders, and clients, even in times of stress.
• Assess client and staff needs, prioritizes critical tasks and emergencies, delegates assignments and tasks to appropriate team members.
• Lead by example; promoting hospital values and exceptional client care services in all client interactions.
• Train new staff members and provide continued educational opportunities to ensure all staff members are performing their duties correctly and efficiently.
• Manage the client care specialist team; coordinate daily and shift activities and prioritizes, assigning staff members to projects and activities as needed. Hold staff members accountable for their shift duties and assignments, providing support and redirection when needed.
• Resolve issues during shifts such as correcting staff performance, checking the completion of duties by staff, attendance and punctuality concerns, and interpersonal conflict, seeking the support from Client Care Manager if necessary.

Key Competencies Required:

• Genuinely enjoys working with people and animals and can work with them even when they are stressed or ill or in pain.
• Can stay calm and efficient during a medical crisis.
• Exemplifies hospital values: caring, communication, collaboration, client service.
• Excellent written and verbal communication skills.
• Physical Effort: May lift and carry up to 30 pounds (assistance will be provided if needed). Work is primarily performed at the client care desk: posture includes sitting and standing. Repetitive walking, standing, kneeling, stooping, gripping, pushing and pulling throughout shift. Repetitive use of arms and legs and hands and fingers. 
• Working conditions: Exposure to unpleasant odors, noises, including animal feces and urine, cleaning and surgical supplies. Possible exposure to bites, scratches and contagious diseases. Protective equipment is provided and expected to be used when required.

Previous Work Experience: 

Veterinary knowledge

• Can answer client’s inquiries about services we provide and the expense involved

• Can educate clients on over-the-counter products such as toothpaste, drinking water additives and chews

Cash handling

• Able to accurately explain payment policy and accepted forms of payment

Hospitality

• Ability to bond with clients and patients

• Ability to maintain a positive environment for our clients

Schedule Management

• Ability to logically schedule appointments

• Ability to recognize gaps in the schedule and address them with management accordingly

Computer knowledge

• Has a strong working knowledge of practice management software

• Enters information accurately

Telephone skills

• Receives and relays telephone, fax, and email messages accurately and promptly

• Answers phones promptly and in a professional and friendly manner

Personal conduct

• Can maintain positive, cooperative relationships with other employees

• Corrects other’s mistake with tact and respect

• Gives respect to coworkers even when busy or hectic

Client communications

• Can conduct oneself in a confident and professional manner

• Can turn future clients (price shoppers) into clients through relationship building and bonding

Facility maintenance

• Ability to maintain a clean and organized front desk and waiting area at all times

• Is always concerned with practice appearance and promptly tends to any areas of concern

Medical record management

• Can accurately maintain an alphabetical filing system

• Oversees medical records to ensure completeness and corrects any mistakes

Time management

• Understands what task must be prioritized

• Refrains from excessive conversation that distracts from the task at hand

• Create and maintain front desk manual

Job Type:

Full-time, Part-Time, Seasonal

Schedule/Availability:

• Full time employees are scheduled to work 8 hours shifts: averaging 30 to 40 hours per week.
• Part time employees are scheduled 4-to-8-hour shifts, averaging less than 30 hours per week.
• Weekend and holiday availability is required.
• Town and Country Animal Hospital:
• Full Time Availability between 6:00am to 9:00pm Monday through Friday, 6:00am to 5:00pm Saturdays
• Shifts are scheduled at the Front Desk and in Call Center

Benefits: