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Jacaranda Animal Hospital -
Client Care Specialist (Receptionist)
Position Overview
The purpose of this position is to provide outstanding client service. The Client Care Specialist (CCS) answers
the phone, differentiates between routine and emergency cases, schedules appointments, greets clients,
admits and checks out patients, processes payments, manages financial information, and communicates
information between clients and staff.
The CCS enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm
and welcoming impression. Remains professional and courteous while handling multiple tasks with many
interruptions.
Firmly believes in the quality of care provided and communicates this sense of assurance to clients.
Understands our services and recommendations and clearly communicates them to clients.
Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or
discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the CCS who
creates a good first and last impression on our clients. The importance of this role cannot be over-emphasized.
Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste,
and contagious diseases.
Reporting Structure
Directly reports to the CCS Team Leader and / or Practice Manager. Periodically receives direction from the
Practice Manager and veterinarians.
Primary Responsibilities
Telephone Communication
Answers incoming telephone calls by the third ring, using proper telephone etiquette. This includes
using a three-part greeting and asking callers before placing them on hold.
Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers
Client Relations
Follows established hospital guidelines for communicating with clients in different types of situations,
such as general inquiries, scheduling appointments, routine and non-routine medical questions,
patient emergencies, and prescription refills.
Handles basic questions regarding hospital services, fees, and animal care
and treatment in accordance with hospital policies. Appropriately directs
other questions and communication to a veterinarian, Practice Manager,
or other staff member.
informs the client about hospital policies, such as pre-operative instructions, payment and credit
policies, and vaccination policies.
and pre-surgical instructions.
Hospitality
Welcomes clients and patients to the practice and makes them comfortable, including greeting clients,
and showing them to the waiting area.
Appointment Scheduling
Schedules outpatient, surgical, hospitalized patient, and boarding appointments using a computerized
scheduling program.
Schedules appointments in accordance with established hospital guidelines, allocating the appropriate
amount of time according to the type of visit. Maintains emergencies and helps keep the practice on schedule.
Schedules appointments to meet the clients’ needs and most efficiently
use veterinarians’ and staff members’ time.
Computer Use and Maintenance
Accurately enters and retrieves records and reports, enters fees and charges, and maintains the
database.
Generates financial and other reports (e.g., call-back lists and appointment lists) using the computer
system, as directed.
Prints client correspondence, such as reminder cards and letters, thank you letters, and new-client
letters.
Marketing and Client Education
suggested procedures to maintain their pets’ good health.
Procedures and Protocols
Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms,
grooming, smoking, and personal calls, as stated in the hospital procedures manual.
e.g., CDs, books, and videos) and by participating in continuing education, staff meetings, and inhouse
training.
Attends all staff and departmental meetings as requested.
Recordkeeping and Filing
Patient Admittance
obtains all necessary information. Notes the source of client referrals.
Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due
for the patient.
Patient Discharge
Enters all charges into the computer and double-checks entries against the patient visit form or
tracking form. Enters recall reminder codes into the computer as indicated.
amount due.
Schedules discharge and follow-up appointments.
Cash Handling
Accepts payments from the client. Accurately processes cash, checks, charge card payments, credit
account payments, and post-dated checks. Accurately invoices coupons and gift certificates.
Performs end-of-day procedures each evening, including balancing the cash drawer, running daily
reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the
Practice Manager or owner.
Establishes credit in accordance with hospital policies and Practice Manager’s authorization.
Facility Maintenance
Assists staff with cleaning and straightening the public areas of the
practice, including the front desk, reception area, client restrooms, and
exam rooms.
Personal Conduct
Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive
attitude in all interactions with clients, patients, and other staff members.
Demonstrates initiative in everyday duties by seeking other work during down times, assisting other
employees, and filling in for other employees as needed.
Adheres to the posted work schedule. Arrives for work promptly and begins work at start time. Follows
hospital policies for reporting lateness or absences.
Additional Duties
Performs other duties as directed.
Requirements
telephone techniques.
Demonstrated ability to perform clerical work with speed and accuracy, use a multiple-line telephone
system, and handle cash and other forms of payment.
Experience assembling patient records, obtaining relevant information from clients, and accurately
entering a variety of information in patient records.
weighing more than 40 pounds with assistance.
responsibilities.
Last updated : 2024-04-27
Full Time
$45k-57k (estimate)
03/26/2024
05/11/2024
jacarandaanimalhospital.com
VENICE, FL
50 - 100
1986
Private
MICHAEL REINHART DVM
$10M - $50M
The job skills required for Client care specialist include Scheduling, Initiative, Products and Services, Time Management, Cash Handling, Futures, etc. Having related job skills and expertise will give you an advantage when applying to be a Client care specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Client care specialist. Select any job title you are interested in and start to search job requirements.
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Step 1: Understand the job description and responsibilities of an Accountant.
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Have a clear escalation pathway.
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