Client Liaison

Description

 The Client Liaison role requires being comfortable in the presence of animals, particularly in sensitive situations as SVSS is a hospital clinic environment. Individuals in this role must be comfortable dealing with sensitive situations and/or conflict on a daily basis. The Client Liaison role often serves as the critical first impression of the company. The Client Liaison role is to deliver exceptional customer service and ensure clients and referring DVM’s are treated with the utmost respect and courtesy as SVSS is a 100% referral based company. Must effectively be able to read, speak, and write in English. Must be computer literate in the Microsoft Office suite and be able to handle unrelated tasks simultaneously for all SVSS locations while working in a busy environment.
Key components of the Client Liaison role include providing accurate information to inquiries from clients, other members of the team and rDVM’s. Other responsibilities of the Client Liaison role include providing administrative and technician support by working directly with clients and rDVM’s for the Gilbert, Scottsdale, Glendale and Tucson facilities. The Client Liaison role is responsible for maintaining a positive and professional relationship with clients, staff and rDVM’s by conducting scheduling confirmation calls for all SVSS locations, obtaining and reviewing records/obtaining missing records prior to the day of appointment for all locations, preparing estimates, making pre/post op client calls to provide updates on patients’ condition, scheduling follow up appointments for appropriate post-op care and recovery.
He/she is also in charge of maintaining office and client files; appropriate chart documentation, scheduling appointments, providing assistance and back up to the Client Services team, assisting technicians if/when needed and partnering with doctors to answer client questions.
Role and Responsibilities:

• (Potential based on location and structure of role) Participate in daily rounds to ensure complete and thorough understanding of caseload
• Assisting the Client Services team to open the clinic before the arrival of the doctor(s); get the lobby area ready for the day’s work, and close the clinic as directed by the Practice Manager(s)
• Help to ensure smooth operations between the client services team, technician staff and doctors
• Keep the workspace organized and tidy
• Address clients with a professional and courteous manner
• Provide back-up with check-in/out of clients for appointments and pick –ups including but not limited to deposit/payment processing, obtaining credit card authorizations, scheduling appointments and other tasks as assigned
• Answer/return client and rDVM calls professionally and in line with SVSS protocols including but not limited to answering post-operative questions, preparing estimates, transitioning client questions/estimates to scheduled appointments, assisting with medication refills and other inquiries as needed
• Handle communication appropriately with the goal to convert inquiries, estimates or other questions to scheduled appointments
• Accurately enter review and obtain all client and patient data to the client file including medical imagery, records from current or prior DVM/rDVM’s and any internal/external labs results prior to appointment
• Perform follow up post-op phone calls to answer client questions, ensure client compliance, confirm patient current condition and if needed schedule follow up appointments/recheck appointments
• Prepare basic estimate information for clients or rDVM’s
• Perform next day appointment confirmation calls
• Prepare client paperwork for next day appointments
• Complete client correspondence documents (spell check, obtain surgeon signature, fax)
• Complete file organization including appropriate documentation of all client communication, action and any follow up required

Requirements

• Must have minimum 3 – 5 years of practical vet technician work experience – CVT strongly preferred
• 2 years’ experience in a surgical or specialty setting preferred
• Demonstrated knowledge of the procedures performed, animal anatomy, post-op care
• Must be able to prioritize, multitask and demonstrate sense of urgency in a fast paced environment
• Demonstrated knowledge of and skill in adaptability, change management, decision making, customer service, interpersonal relations, oral communication, problem solving, systems thinking, teamwork, initiative, and detail-orientation
• Ability to orient and train as needed
• Ability to read, write and speak the English language fluently
• Must be able to work well with all team members and leadership
• Passionate about animals
• Ability to relate with customers in a friendly and professional manner
• Ability to transition client questions to scheduled appointments
• Excellent phone etiquette
• Proficiency with computers
• Good temperament to withstand bad behavior from some animals
• Ability to exercise patience with clients with ability to de-escalate situations quickly
• Strong Interpersonal and written/oral communication skills
• Exceptional Customer Service Skills
• Exceptional organizational and multitasking skills with ability to handle changing priorities quickly
• Overachieving attitude and enhanced work ethic
• Ability to work in a fast past with different personality types
• Schedule flexibility

Physical Requirements: Must be able to lift up to 25 pounds without assistance, stand or sit for long periods of time, and bend at waist and knees. This is a heavy, phone intensive role with candidates demonstrating exceptional phone etiquette and customer service skills. Must effectively be able to read, speak, and write in English. Hearing, vision and speech at a functional level are required to meet the essential functions of the job.