Client Service Coordinator

Austin Urban Vet Center; Austin (TX); On-site; USD 33,000 - 46,000; Part time

Benefits offered by this job

Work with a great team

Discounted vet services for your pets

Work in the heart of downtown Austin

All applicants must be legally allowed

Job summary

Austin Urban Vet Center is seeking a friendly Client Service Coordinator (CSC) to join our team in a busy downtown Austin veterinary hospital. This part-time or full-time role focuses on making a great first impression, greeting clients, and coordinating admissions and check-outs with accuracy.

You will work with our nursing staff to minimize wait times, handle payments and Care Credit applications, document client interactions in our hospital software, and provide compassionate support to

Qualifications

• High school graduate
• Experience in a medical or veterinary office preferred
• Work efficiently in a busy hospital environment and proactively identify tasks for optimum client care and hospital organization
• Legibly and accurately document patient, client, and veterinary information with attention to detail
• Maintain calm demeanor during emergencies and relate effectively with various personalities
• Communicate professionally with coworkers, doctors, and clients; handle confrontation with grace
• PC proficient
• Think quickly and problem-solve with sound judgment
• Background check and drug screening required
• Probationary period for first 90 days
• Compensation depends on experience

Responsibilities

• Greet clients with a warm, professional acknowledgment upon arrival
• Process admissions and check-out procedures accurately, including fees
• Collaborate with nursing staff to minimize client wait times
• Document client communication in hospital software
• Explain payment options and process payments and Care Credit applications
• Provide emotional support and resources to grieving clients
• Serve as liaison between clients and service agencies during pet remains handling
• Maintain lobby area free of clutter
• Answer phones with proper etiquette and tone
• Route complaints to a manager if unresolved
• Other duties as assigned

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

PC proficiency

Education

High school diploma

Tools

Hospital software

Job description

Austin Urban Vet Center is looking for an enthusiastic and hard-working Client Service Coordinator (CSC) to join our team. This is a part-time or full-time position. We're looking for someone who wants to join our team and become part of the Austin Urban Vet Center family. This makes for a bustling and interactive work environment!

Summary Of Job Purpose And Function

The Client Service Coordinator (CSC) is responsible for a visitor’s first impression of the hospital and is expected to welcome anyone entering the property with a friendly, welcoming greeting. The CSC provides exceptional service to internal and external clients by maintaining a consistent professional and approachable demeanor and taking responsibility for seeking solutions to problems.

Essential Responsibilities And Tasks

• Client Service Skills & Competency.
• Greets and makes eye contact when the entry door opens to offer every client, visitor, or associate a warm and professional acknowledgment immediately upon arrival.
• Demonstrates a friendly smile, good eye contact, and approachable demeanor.
• Uses appropriate behavior and body language to match the client’s level of concern. Listens empathetically.
• Speaks clearly, slowly, and calmly in person and on the telephone.
• Communicates clear and client-focused solutions in ways clients are easily able to understand.
• Communicate effectively, politely, and with high levels of customer service with clients and co-workers.
• We consider our clients to be a part of our family and we want them to feel welcomed and loved every time they visit.
• Ability to work well with others.
• Friendly and hard-working attitude.
• Assesses, immediately upon arrival, each client’s unique need, as well as the pet’s general condition.
• Routes emergency calls.
• Promptly processes accurate and thorough admission and check-out procedures, including collection of associated fees.
• Collaborates with nursing staff to ensure clients’ wait times in the lobby and exam rooms are minimized.
• Acts as a liaison to clients, frequently keeping them informed of delays.
• Connects clients with other associates to facilitate answers to questions.
• Monitors lobby for soiling or clutter and arrange a clean-up as needed.
• Answers telephones using proper etiquette and tone as determined by established standards.
• Responds to non-patient calls or visitors and connects them to the appropriate associates.
• Confirms all appointments in advance, ensuring clients receive accurate information about preparing their pet for the appointment.
• Cancel appointments as necessary.
• Explains aftercare options to clients and completes deceased pet aftercare forms.
• Offers emotional support and resource materials to grieving clients compassionately and discreetly.
• Serves as a liaison between clients and service agencies during the handling of pet remains by ensuring a complete, accurate, and compassionate process.
• Documents client communication in hospital operation software.
• Medical Record Processing.
• Prepares medical records before appointments.
• Attaches loose forms to medical records and files promptly.
• Delivers and sends faxes, emails, and other correspondence promptly to the correct individual.
• Reconciles daily receipts to hospital operation system figures.
• Maintains cash drawer at the specified amount by making changes accurately for client payments made in cash.
• Explains payment options to clients.
• Records and processes payments and completes accounting logs.
• Explains Care Credit and submits Care Credit applications.
• Displays legible handwriting and records digital information free of spelling, grammatical, and calculation errors.
• Uses a professional written and verbal tone in communication.
• Owns, troubleshoots, handles and follows up on problems as they present.
• Seeks assistance with solving problems as necessary while taking responsibility for facilitating the outcome.
• Uses hospital operation software to look up and document client and patient history.
• Confirms and accurately enters new client information, patient information, and primary care veterinarian information.
• Demonstrates competence with telephone system features, including hold, transfer, voicemail, and overhead paging.
• Routes client complaint calls to a manager if unable to resolve quickly.
• Additional job duties as assigned.

Hours

• The position requires working a mix of opening and closing shifts.
• The position also requires working some Saturdays.
• Some holiday shifts are required.

Qualifications

• High school graduate.
• Previous experience in a medical or veterinary office is preferred.
• Work efficiently in a busy hospital environment and proactively identify tasks required to ensure optimum client care and hospital organization.
• Legibly and accurately document patient, client, and primary care veterinarian information and other hospital communication; display attention to detail.
• Maintain a calm demeanor during emergencies; relate effectively with various personalities and sense when someone is in distress; demonstrate sincere compassion.
• Effectively and professionally communicate verbally with coworkers, doctors, and clients; handle confrontation with grace.
• PC proficient.
• Think quickly and problem-solve with sound judgment.
• Perform and document basic financial calculations accurately.
• Occasionally exposed to airborne particles and illness from patients and chemicals related to animal care and office equipment.
• Applicants must consent to and pass both a thorough background check and drug screening test.
• The first 90 days will be a probationary period.
• Compensation depends on experience.

Perks

• Work with a great team.
• Discounted vet services for your pets.
• Work in the heart of downtown Austin.
• All applicants must be legally allowed to work in the US.

Additional Compensation

• Veterinary Care and Boarding Discounts.
• Health insurance.
• Dental insurance.
• Paid time off.

This Job Is Ideal For Someone Who Is

• Dependable -- more reliable than spontaneous.
• People-oriented -- enjoys interacting with people and working on group projects.
• Detail-oriented -- would rather focus on the details of work than the bigger picture.