CLIENT SERVICE COORDINATOR

The purpose of this position is to serve as client service coordinator to perform record keeping duties, to perform clerical duties related to animal patient care and treatment, and to provide miscellaneous support to the veterinary practice manager and health care team. This position requires a practical knowledge of hospital organization and services, the basic rules and regulations governing visitors and animal patient treatment, work processing and email service and a practical knowledge of the standard procedure, veterinary records and terminology used in the hospital. The responsibilities vary with current needs of the hospital team, the season of the year, and the individual abilities demonstrated by the employee. This is an overview of the position and the duties listed do not encompass the entire position. The client service coordinator is under the direct guidance and supervision of the Practice Manager.

PRIMARY JOB RESPONSIBILITIES

• Open the practice and set up for the morning as directed
• Close the practice for the evening as directed
• Provide friendly, quality customer care to the patients and clients
• Welcome clients and patients to the practice with a warm and friendly demeanor and provide for their comfort while they are in the practice.
• Receive incoming calls, screen those that are handled by other health care team members and take care of routine calls. Provide knowledgeable sub-professional advice concerning the care and treatment of animals including questions regarding hospital services, fees, animal care and treatment in accordance with hospital policies. Appropriately direct other questions and communication to a veterinarian technician, practice manager or veterinarian.
• Handle emergency situations by following 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 injury/illness and attempt to reassure distressed pet owners. Determine whether immunization and/or tests are current. Recommend update of necessary immunization and /or tests to clients when applicable.
• Schedule appointments after obtaining all necessary data concerning the patient and owner. Prepare all required forms such as new client form, health certificates, vaccine certificate, lab reports and euthanasia forms in advance when possible.
• Follow hospital policies regarding patient admittance. Determine whether immunizations/tests are current. Recommend update of necessary immunizations/test to clients.
• Notify doctors of patient arrival. Relay all necessary information to the doctors and technicians.
• Discharge patients which includes reviewing notes for correct charges, enter those charges into the computer, make any follow-up appointments necessary or create any future treatment plans. Ensure that future reminders are set up in the computer system for the patient.
• Collect client fees, make change, process credit card transactions and assist in making count of cash drawer.
• Perform over-the-counter selling of specialty merchandise comprised of shampoos, conditioners, prescription diets, and other retail items stocked in the reception area. Exercise a technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products, answer questions concerning products, record sales transactions, make change and bag merchandise.
• Fill veterinary prescriptions with appropriate medication if current Medical Clerks License is on file with the Practice Manager. Provide routine instructions to owners concerning prescription medications.
• Collect lab samples from pet owners, print appropriate lab request form, charge client for testing if appropriate and take samples to the back staff.
• As required, enter data into the computer system, retrieve and modify computerized records. Troubleshoot any error messages or issues with computers.

PHYSICAL EFFORT

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee is frequently required to bend, stand, stoop, walk, sit, talk and listen; will use hand to manipulate, handle or feel; will reach with hands and arms. The employee must be able to occasionally lift and /or move up to 30 pounds.

WORK ENVIRONMENT

While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches and animal wastes; possible exposure to contagious diseases.

ESSENTIAL FUNCTIONS:

• Greet clients warmly, like they have come to a family members home.
• Check in and check out clients in a timely fashion.
• Accurately charge out all clients in the computer and the credit card machine.
• Open all notes required for doctors appointments and technician appointments.
• Ability to clean and sanitize exam rooms and public areas to ensure a safe, sanitary environment for the patients.
• Accurately dispense and administer medications under the supervision of a doctor. If current Medical Clerks License filed with practice manager.
• Accurately and timely input data into computer software system.
• Regular attendance and timeliness are an essential function in order to fulfill the requirements of this position.
• Strong communication and client service skills. Considerable tact and diplomacy is required. Ability to work with clients and patients in a professional, friendly, hospitable manner.
• Work well with all team members and ensure that your actions support the hospital, the doctors, and the practice philosophy.
• Perform general physical activities that require bending, standing, stooping, moving from room to room, sit, talk, and listen; may be required to walk or stand for long periods of time; will use hands to manipulate, handle, or feel; will reach with hands and arms.
• Frequently lift, carry and handle dogs weighing 30 lbs.

This is not a complete list of job duties. Some tasks may be assigned or reassigned as polices and procedures change.