Client Care Specialist

Why You Should Consider Us

Our Mission: To Provide Excellence in Care with Love.

We achieve this by:

• Practicing the highest quality team-based care;
• Creating one practice within a multi-specialty environment;
• Caring for our patients, each other, our clients, and our family veterinarians;
• Creating a trusting, emotional, and empathetic bond.

Independently owned. Wellness for team members. Opportunity for quarterly bonus. Leadership development opportunities. Advanced medical care. Continuing Education. Professional and fun!

More information about our hospital can be found at

www.4seasonsvetspecialists.com

https://youtu.be/YHfVfHufi-M

www.facebook.com/vetspecialistsloveland

Client Care Specialist (PM and Weekend Availability)

We are currently looking for PM and Weekend availability to support our Client Care Team.

Four Seasons Veterinary Specialists is an independently owned, AAHA-accredited veterinary hospital looking for exceptional Client Care Specialists to join our team. The Client Care Specialist (CCS) works as part of a close-knit team with Four Seasons veterinarians and other staff members. They are responsible for exceeding client expectations and creating a warm and welcoming environment. The CCSs help to ensure hospital-wide efficiency through thorough attention to detail with scheduling and the client intake process. They enable Four Seasons veterinarians to be optimally efficient and productive. They provide compassionate, competent customer service.

Four Seasons has board certified specialists in surgery, radiology, internal medicine, dentistry, oncology, cardiology and emergency & critical care. Our clinic is fully staffed 24/7/365 for pet emergencies. We strive to be the best 24/7 specialty hospital in northern Colorado with a reputation for excellence, passion for our work, and unsurpassed caring for our patients and their families.

KNOWLEDGE AND SKILLS

• Ability to work well as part of a team, to ensure that the entire staff supports the Four Seasons Veterinary Specialists’ mission and vision.
• Ability to work in an organized way, prioritizing tasks, and managing time to maximize efficiency.
• Ability to work at times in a busy and stressful environment, calmly and productively.
• Ability to show initiative, think ahead and look for ways to help the team.
• Excellent verbal and written communication skills.
• Exceptional organizational, basic computer skills and multi-line telephone systems.
• Familiarity with general office practices, reception and telephone techniques.
• Experience with handling payment transactions.
• Knowledge of veterinary medical terminology and procedures.
• Tact, diplomacy, empathy and patience.
• Shows respect and sensitivity for cultural differences.
• Promotes a harassment-free environment.

QUALIFICATIONS

• High school diploma or general education degree (GED)
• One year of experience and/or similar training in a veterinary medicine practice.

DUTIES AND RESPONSIBILITIES

Reception

• Welcome clients and patients into the hospital and provide for their comfort. Includes making eye contact and greeting clients and their pets, offering refreshments and showing them the seating area.
• Check clients in for scheduled appointments, using established guidelines and clearly explain the appointment process. Make sure that client database information is accurate.
• Check clients in for unscheduled emergencies, using established guidelines and clearly explain the emergency process.
• Recognize when an incoming patient requires immediate medical attention and act.
• Utilize active listening skills. Discern any potential questions or reassurance to distressed clients.
• Answer questions about our hospital’s services and fees. Promptly refer more specific or in-depth questions to the appropriate staff.
• Monitor the length of time that clients are waiting and intervene when needed.
• Keep in communication with clients waiting up front while their pets are in the hospital.
• Be respectful and show interest in our clients.
• Practice patience and kindness.
• Courteously and professionally answer incoming telephone calls, using Four Seasons Veterinary Specialists’ standard phone etiquette.
• Smoothly operate a multi-line telephone system, being mindful of those waiting on hold.
• Transfer calls appropriately to staff members.
• Review the services rendered with the client. Make sure that any handouts and medications going home with the client have been explained by the veterinary technician or veterinary assistant.
• Schedule appointments using the computer scheduling program, if needed. Give pre-appointment instructions using established guidelines.
• Collect all fees, make change(s), process payment transactions and make a copy of the paid invoice for the client. Assure that all financial obligations are met.
• Ensure that the client is satisfied with our services as they depart and thank them for coming to Four Seasons Veterinary Specialist.
• Make reminder calls, texts or emails the afternoon or evening before scheduled appointments. Give pre-appointment instructions using established guidelines.
• Accurately reschedule and cancel appointments. Communicate schedule changes to affected staff, when appropriate.
• Encourage all clients to come to the hospital if they are calling about an emergency with their animal. Get a technician or veterinarian on the phone if needed.

Administrative

• Prepare all needed information for the day’s appointments using established hospital protocol.
• Help to keep database information up-to-date and accurate.
• Perform end-of-day hospital administrative protocols.
• Be proactive in finding ways to help client service operate smoothly and effectively.
• Enhance the client and patient experience and exceed our clients’ expectations.
• Participate in regularly scheduled staff and hospital meetings.
• Thorough knowledge of Four Seasons’ administrative processes and protocols.
• Solid working knowledge of Four Seasons’ practice software.

Liaison

• Relay information questions and messages using verbal and written skills among Four Seasons Veterinary Specialists staff, veterinarians, clients, family veterinarians and others involved.
• Take responsibility for ensuring that this communication happens in an accurate and timely manner.

Maintain Public Space of the Hospital

• Check exam rooms before using them to make sure they are ready for use.
• Keep the refreshment area clean and stocked. Beverages such as coffee and hot water should be regularly checked for freshness.
• Ensure that the public restroom is kept clean, functional and stocked.
• Keep the reception work area organized and well stocked.
• Participate with cleaning the public space areas, using established schedule and protocols

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Veterinarians and staff at Four Seasons are regularly required to:

• stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.
• Employees may encounter animals or work in environments where zoonotic diseases could be present, posing a risk of transmission. Proper safety protocols and protective measures must be followed at all times to minimize this risk.

PERSONAL CONDUCT

• Adheres to all hospital protocols and standards.
• Serve as a representative of the hospital, displaying tact, consideration, courtesy, compassion, professionalism, and a positive attitude in all interactions with patients, clients and all members of the hospital staff.
• Demonstrates teamwork and initiative by assisting other employees and proactively search for additional work during periods of down time.
• Does not participate in gossip or negative discussions.

PUNCTUALITY AND ATTENDANCE

• Adheres to work schedule, arrives for work promptly and is ready to begin working at the start time.
• Follows hospital protocols for requesting time off and for reporting lateness and absences.
• Flexibility in employee work schedules when needed, based on the needs of the department.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK REMOTELY: NO

Job Type: Full-time

Pay: $17.51 - $24.65 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Uniform allowance
• Vision insurance

Work Location: In person