Creekside Animal Clinic, PA in Mebane seeks a Full-Time Client Care Representative to join our growing team.
Benefits:
Full-time benefits include health insurance (company pays a portion of employee's premium), IRA with matching, life and short-term disability insurance (company pays full premium), PTO, Trupanion pet insurance, discounts on services, an annual credit for pet care, as well as continuing education opportunities.
Members of our client care team serve as the client’s first contact when calling or visiting the practice and, as such, they represent the professional image of the practice to callers and visitors. The client care representative answers telephones, responds to text messages, greets clients, manages medical records, receives and relays client correspondence, educates clients, and updates client financial records. The exceptional client care representative has the ability to diffuse negative client situations and foster client bonding. In addition, the client care representative supports the client care manager in continuous improvement of our animal health education materials and in organizing marketing activities (ex: special events, new client materials, rebates/promotions).
Core Duties:
Client Education/Sales
· Answers client inquiries about basic animal care questions and routine procedures, recognizes potential emergencies, and can guide client to make appropriate decisions regarding optimum care.
· Educates clients on over-the-counter products such as shampoos, foods, and nutraceuticals; has full knowledge of heartworm and external parasite preventives to promote client education and sales and effectively informs clients of current rebates and promotions.
Admitting / Discharging Patients/ Cash Handling
· Admits patients, facilitates consent forms, enters new client form and medical history, and notifies clinical staff of arrivals. Can prepare health certificates, immunization certificates, laboratory requests, and euthanasia certificates.
· Manages “traffic flow” in the reception area and helps reduce wait time and accurately and empathetically communicates estimates/treatment plans to clients.
· Enters charges and processes payment(s) using front desk POS system and Square application on clinic tablet.
· Closes out charges and performs cash reconciliation at end-of-day.
Schedule Management
· Maintains an effective veterinarian appointment schedule – screening emergencies and prioritizing cases that need to be seen.
· Accountable for completing confirmation calls to ensure appointment compliance (exception is Wednesday/Saturday when not on duty).
· Responsible for completing recheck calls to confirm patient is doing well post veterinary appointment/surgery; schedules recheck appointments based on patient progress.
Computer Knowledge / Telephone Skills
· Receives and relays telephone, text, fax, and email messages accurately and promptly.
· Processes online pharmacy requests.
· Answers telephones and handles calls quickly, efficiently, and in a professional and friendly manner using a multi-line system.
· Can enter and update client and patient information into practice computer software and scan medical records and other images/documents and access/print laboratory results for the veterinarians.
Personal Conduct/Attitude/Teamwork
· Maintains positive, cooperative relationships with other employees.
· Manages time well and displays tact and respect with team members even when busy or hectic.
· Feels and expresses a genuine liking for both animals and people.
Client Communication
· Bonds with clients during interactions and fosters the clinic’s philosophy and focus on client and patient care.
· Communicates with clients effectively in the event of an extended wait time and works to ensure client satisfaction and diffuse potential conflict.
· Conducts oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks.
· Deals intelligibly, pleasantly, and efficiently with clients, often doing several things at one time and greet clients with poise and natural effort.
· Can outline costs and fees in a positive light while supporting clinic payment policies.
· Builds rapport with current clients and turns future clients (phone-shoppers) into clients through relationship building and bonding.
· Can handle client correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards, and A/R statements.
Marketing
· Coordinates the clinic’s new client folder – determines the content, makes sure the information is current and relevant, assembles, and ensures that folders are on-hand and distributed appropriately.
· Ensures that all new clients receive a signed thank you note from the staff within 10 days of first visit.
· Helps to promote rebates, Trupanion (or other insurance companies), and other specials.
· Supports other marketing functions and events, as needed.
Facility Maintenance
· Accountable for the appearance of the lobby area. Lobby should be clean and neat in appearance, products fully stocked, plants healthy, marketing materials current, and magazines available and in good shape.
· Accountable for the appearance of client-related materials in exam rooms. Ensures daily that magazines are available and in good shape and client education materials are fully stocked.
· Can offer proper upkeep for and troubleshoot office equipment including computers, telephones, printers, and fax machines.
Animal Care
· All clinic employees are cross trained in basic skills. This is to ensure that if needed, any employee is able to restrain animals, walk dogs, follow clinic protocol for disease control, restock supplies, and assist with nail trims, ear cleanings, and other basic services.
Requirements:
· Qualified applicants must have a high school diploma and customer service/money handling experience.
· Ideal candidates will have an infallible positive attitude, a passion for helping people and animals, a strong sense of initiative, and the ability to multi-task in a fast-paced environment.
· Retail or medical environment customer care experience preferred
· Able to work at least 2 Saturdays a month
· Excellent written and verbal communication skills
Working Conditions:
· While performing the duties of this job, the employee is frequently required to bend, stand, stoop, walk, sit, talk, and listen; may be required to walk or stand for long periods of time; will use hands to manipulate, handle, or feel (typing); will reach with hands and arms.
· The employee is often required to lift and carry animals or materials weighing fifty pounds or more; handle dogs weighing up to 150 lbs.
· 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.
Work Remotely
Job Type: Full-time
Pay: $16.00 - $19.00 per hour
Benefits:
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
Schedule:
- Day shift
- Monday to Friday
- Weekends as needed
Work setting:
Application Question(s):
- Do you have any retail or medical environment customer care experience? If so, how many years?
- Please tell me what interests you about this position?
Work Location: In person