DescriptionPosition Overview:
The Client Care Associates/CSR reports directly to the Practice Manager and works to support the efforts of the entire team by being the first and last impression our clients have when visiting our hospital. Our Client Care Associates are our frontline in making all of our clients feel welcome, safe, and comfortable when seeking treatment for their beloved pets.
Essential Duties and Responsibilities:

• Greet and welcome each visitor and assess why they are here - Be a good representative of "Helping Hands"
• Handle incoming phones calls/emails/Otto and determine the immediacy of care needed with a friendly, cheerful and positive tone.
• Have an understanding and be able to explain the basics of the surgical and anesthetic procedures performed at Helping Hands.
• Sympathize and be understanding of client needs.
• Review and explain estimates with clients, post invoices and check clients out of clinic.
• Facilitate communication between the technicians, doctors and clients.
• Assist the doctor's and fellow coworkers.
• Communicate visit expectations to clients, assist owners with pet management to minimize unsafe situations and client's stress.
• Update clients of a patient status.
• Keep accurate client communication logs.
• Handle cash, credit and debit card transactions, appropriately document financial transactions in the Practice Management System.
• Schedule appointments.
• Manage real and perceived emergency situations to maximize client service and minimize schedule disruption.
• Manage walk-in clients, vendors, and visitors to the clinic.
• Be able to handle difficult clients and stressful situations.
• Collect patient history records and upload to current patient file.
• Receive, send, and respond to emails, texts, faxes and other online requests for surgery or to answer questions
• Monitor "no show," late appointments or cancelations and communicate with clients regarding policies.
• Maintaining housekeeping including but not limited to all lobby areas, examine rooms, and general stocking of client or patient areas.
• Other duties as assigned.

Work Environment:
While performing the duties of this job, employee will be exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposed to unpleasant odors and noises; exposure to animal bites, scratches and animal wastes; possible exposure to contagious diseases.
Qualifications/Requirements:

• Minimum one year of previous experience as a veterinary client service representative. Experience in discussing surgical procedures and anesthesia is not required but is preferred.
• Ability to multi-task, delegate and time management skills.
• Ability to work within a team setting.
• Ability to communicate effectively.
• Strong, respectful and friendly communication skills with coworkers and clients.
• Flexibility and the ability to adjust to a changing environment and handle stress calmly
• Attention to detail and willingness to ask questions or voice concerns when they arise.
• Self-motivated, hard worker.
• Active interest in surgery, dentistry and animal care.
• Willing to learn new tasks and learn quickly.
• Able to receive criticism and accepts responsibility for actions.
• Participate and engage in huddles and meetings

Physical Requirements:

• Ability to stand or sit at a computer station for long periods of time.
• The noise level in the work environment is normally moderate.
• Must be able to lift up to 30 lbs occasionally.
• Be able to have sustained contact with multiple species of animals and be amenable to learning the safe handling, restraining, and working with these animals. An individual should not be allergic to any species of animals to the extent that would prohibit working in a facility that has them.
• The physical requirements and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Core Competencies:
1. Attitude
2. Judgement
3. Teamwork
4. Results
Definitions:
1. Attitude - demonstrate a positive attitude, resilience and openness to change. Adapt your approach as requirements of a situation change, be comfortable in ambiguous situations and work effectively with various individuals or groups of diverse backgrounds and experiences.
2. Judgement - use professional experiences to make assessments of facts, data, credibility and situations. Applies professional knowledge to analyze issues, clarify positions and determine workable options or reach reasoned decisions. Applies sound judgement with assessment of credibility.
3. Teamwork - the ability to develop, maintain, and strengthen partnerships with others inside and outside of the organization, while providing information, assistance and support. Seek to understand and build on differing perspectives of others; fostering collaboration and teamwork, enhance team effectiveness, ensure alignment, proactively
assist, involve and support others, resolve conflict, build bridges and collaboration between teams. Empower other team members with confidence to be successful, especially at challenging new tasks, delegate significant responsibility and authority, while allowing team members freedom to decide how they will accomplish goals and resolve issues.
4. Results - maintain focus on key performance drivers, continuously improve processes, and consistently deliver results. Apply strategic thinking to organizational and business perspectives to identify and focus on key drivers of organizational performance and results that are scalable.
United Veterinary Care (UVC) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, transgender status, national origin, citizenship, age, disability or military or veteran status, or any other legally protected status. UVC is an Equal Opportunity Employer. Minorities/Women/Veterans/Disabled.