Client Service Coordinator

Medical Management International, Inc.; Mission Viejo (CA); On-site; USD 23,322 - 29,797; Full time

Benefits offered by this job

Medical Insurance

Retirement Plans

Paid Time Off

Continuing Education

Job summary

Banfield Pet Hospitals is seeking a Client Service Coordinator to drive the flow of clients and pets, promote wellness plans, and deliver outstanding service in a fast-paced hospital setting.

The role requires excellent communication, multitasking, and a commitment to quality care for animals and their families.

Qualifications

• High School diploma or equivalent preferred; radiography eligibility (18+) required.
• Strong communication and organizational skills are essential.
• Experience in customer service or healthcare environments is preferred.

Responsibilities

• Drive flow of clients and pets to maximize productivity of the veterinary team.
• Promote hospital services and educate clients about wellness plans.
• Provide exceptional service, welcoming clients and patients.
• Assist with documentation, pet history entry, and invoicing.
• Manage opening/closing procedures and basic finances.
• Perform administrative tasks as needed.

Skills

Leadership

Customer Focus

Peer Relationships

Integrity & Trust

Action Oriented

Listening Functional

Communication Skills

Client Service Skills

Priority Setting

Time Management

Education

High School Diploma or equivalent

18+ for radiography duties

Tools

Microsoft Word

Excel

Access

Outlook

Job description

Overview

Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team, ensures good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly, and efficient manner, influencing clients to return and refer their friends and families.

Essential Responsibilities

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Actively recruit new clients by promoting hospital services and route the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
• Maximize the number of pets seen by the hospital team through a productive and efficiently run hospital to support the needs of our wellness plan clients.
• Provide professional, efficient and exceptional service at all times. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet's health.
• Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
• Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments.
• Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Conduct administrative functions as necessary.

Five Principles

• Quality – The consumer is our boss, quality is our work and value for money is our goal.
• Responsibility – As individuals, we demand total responsibility from ourselves; as associates, we support the responsibility of others.
• Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.
• Efficiency – We use resources to the full, waste nothing and do only what we can do best.
• Freedom – We need freedom to shape our future; we need profit to remain free.

Hiring Qualifications – Competencies

• Leadership
• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening Functional
• Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

Capabilities and Experience (Can Do)

• Ability to multi-task – Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Communication skills – Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary. Correctly spells commonly used English words and job specific terms. Demonstrates exceptionally strong written and verbal communication skills.
• Organizational ability – Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order.
• Problem solving skills – Demonstrates a strong ability to identify, analyze and solve problems. Translates problems into practical solutions.
• Client service skills – Consistently ensures the team provides the client with attentive, courteous and informative service. Gains and shows personal satisfaction from delivering great service.
• Intellectual ability – Accurately and consistently follows instructions delivered in an oral, written or diagram format. Can provide directions.
• Mathematical ability – Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement.
• Computer skills – Comfortably and confidently uses a computer and specialized software. Microsoft Word, Excel, Access, Outlook, etc.

Attitudes (Will Do)

• Initiative – Shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures. Takes on additional responsibility when both big and small tasks need to be done.
• Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals. Exhibits honesty, discretion, and sound judgment.
• Cooperativeness – Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.
• Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned.
• Independence – Able and willing to perform tasks and duties without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.

Special Working Conditions

• Ability to work at a computer for long periods of time.
• Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.).
• Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. This position requires special hours including working weekends and evenings.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• The noise level in the work environment is moderately high.
• Requires sufficient ambulatory skills in order to perform duties while at hospital.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate equipment.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances.

Experience, Education and Training

• High School Diploma or equivalent preferred.
• Must be at least 18 years old to perform duties involving radiography (x-ray) and exposure to radioactive substances.
• One year related experience required with customer service preferred.
• Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.

Pay Range

$16.93 – $21.63 Hourly

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Generous Retirement Plans (401(k) and Roth)
• Best-in-Class Student Debt Relief Program (for Full-Time DVMs)
• Paid Time Off and Holidays
• Top-Tier Mental Health and Wellbeing Resources
• Associate Life Insurance (company-paid) & Supplemental Life Insurance
• Company-Paid Short- and Long-Term Disability
• Flexible Spending Accounts (FSA)
• Health Savings Account (HSA)
• Paid Parental Leave
• Continuing Education Allowance (for Eligible Positions)
• Back-Up Child and Elder Care & Family Support Resources
• Fertility and Family Building Support
• Digital Exercise Therapy
• Voluntary Protection Benefits
• Legal Plan
• Identity Protection
• Commuter Benefits
• Three Free Optimum Wellness Plans for Pets
• Exclusive Discounts

Benefits eligibility is based on employment status. Full-time (FT) Associates are eligible for all benefit programs (Student Debt Program available for FT DVMs only); Part-time Associates are eligible for those benefits with an asterisk (*).

About Us

Banfield is a community of caring people marked by a diversity of thought, background and approach. Together, we’re bonded by a commitment to our purpose: A BETTER WORLD FOR PETS. Our pledge is to create an inclusive environment where associates can be themselves, so that we can find value in our differences. And we know that’s best achieved by upholding the health and well‑being of our associates.