Client Service Coordinator

Austin Urban Vet Center; Austin, Town of Texas, Winona (TX, WI, MN); On-site; USD 30,000 - 50,000; Part time

Job summary

An established industry player in veterinary care is seeking a dedicated Client Service Coordinator to enhance client interactions and ensure exceptional service. This role is pivotal in creating a welcoming atmosphere for clients and their pets, handling inquiries with empathy, and maintaining efficient operations within the hospital. The ideal candidate will thrive in a fast-paced environment, demonstrating strong communication skills and a compassionate approach to client care. Join a vibrant team in the heart of downtown Austin and contribute to a culture that values both clients and employees alike.

Benefits

Discounted vet services for pets

Health insurance

Dental insurance

Paid time off

Work with a great team

Work in the heart of downtown Austin

Qualifications

• Previous experience in a medical or veterinary office is preferred.
• Ability to work efficiently in a busy hospital environment.
• Legibly document patient and client information.

Responsibilities

• Welcome clients with a friendly greeting and maintain a professional demeanor.
• Process admissions and check-outs accurately, including fee collection.
• Communicate effectively and provide clear solutions to client inquiries.

Skills

Client Service Skills

Communication Skills

Problem Solving

Attention to Detail

Compassion

Education

High School Diploma

Tools

Hospital Operation Software

PC Proficiency

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.
• Please email your resume.

Additional Compensation:

• Store Discounts Benefits.
• 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.