Client Service Coordinator

Medical Management International, Inc.; Saint Augustine (FL); On-site; USD 20,664 - 25,747; Full time

Job summary

Banfield Pet Hospital in the United States is seeking a Client Service Coordinator to guide the flow of clients and pets through the hospital, maximizing the veterinary team's productivity and ensuring clear communication with clients and associates.

The CSC will coordinate care in a friendly, efficient environment, educate clients about wellness plans and preventive care, and handle intake, appointments, and invoices while maintaining accurate records.

Qualifications

• High School Diploma or equivalent preferred.
• At least one year of customer service experience is required.
• Medical background with terminology training is preferred.

Responsibilities

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Actively recruit new clients by promoting hospital services and routing 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 – welcoming clients and pets, ensuring comfort in the hospital, and educating them about their pet’s health.
• Educate clients about Optimum Wellness Plans (OWPs), preventative care, pet health needs and hospital services.
• Assist incoming clients by completing required documentation, entering all pet information and history in the computer, using 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.
• Perform other job duties as assigned.

Skills

Customer Focus

Communication Skills

Time Management

Problem Solving

Organizational Abilities

Client Service Skills

Integrity & Trust

Multitasking

Education

High School Diploma or equivalent

One year of related customer service experience

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Microsoft Outlook

Job description

Client Service Coordinator

This role drives the flow of clients and pets through the hospital, maximizes productivity of the veterinary medical team, ensures effective communication, and coordinates care in a welcoming and efficient manner to encourage repeat business.

Job Summary

The 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 care in a happy, welcoming, friendly and efficient manner.

Essential Responsibilities and Tasks

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Actively recruit new clients by promoting hospital services and routing 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 – welcoming clients and pets, ensuring comfort in the hospital, and educating them about their pet’s health.
• Educate clients about Optimum Wellness Plans (OWPs), preventative care, pet health needs and hospital services.
• Assist incoming clients by completing required documentation, entering all pet information and history in the computer, using 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.
• Perform other job duties as assigned.

The 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 – manage multiple tasks at one time; quickly and accurately shift attention among tasks under distracting conditions.
• Communication skills – reads, writes and speaks fluent English using appropriate grammar, style and vocabulary; demonstrates strong written and verbal communication skills.
• Organizational ability – systematic approach, orderly and able to cut through confusion.
• Problem solving skills – identify, analyze and solve problems, translate problems into practical solutions.
• Client service skills – consistently ensures team provides client with attentive, courteous and informative service.
• Intellectual ability – accurately and consistently follows instructions in oral, written or diagram format.
• Mathematical ability – add, subtract, multiply, divide, compute rate, ratio and percent; 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 – uses discretion to find solutions, presents options and ideas to enhance processes.
• Integrity – adheres to the values and ethics of Banfield Pet Hospitals, exhibits honesty, discretion and sound judgment.
• Cooperativeness – willing to work with others, collaborate and compromise, promptly shares relevant information.
• Flexibility – open to changing situations and opportunities, willing to perform all assigned tasks.
• Independence – able and willing to perform tasks and duties without supervision.
• Tolerance for Stress / Resiliency – maintains a positive outlook, rebounds quickly from frustrations and maintains composure while dealing with stressful situations.

Special Working Conditions

Ability to work at a computer for long periods of time; confident around a variety of pets; potential >40 hrs/week including weekends and evenings. Requires reasoning, remembering, mathematics and language ability (reading, writing, speaking English). Must be able to stand, walk, stoop, kneel, crouch, climb, and manipulate up to 50 pounds. Good hand‑eye coordination, arm‑hand‑finger dexterity, visual acuity (close, distance, color, peripheral, depth perception). Exposure to pets that may bite or scratch, anesthesia, radiation, biological hazards and controlled substances.

Experience, Education and/or Training

High School Diploma or equivalent preferred; must be at least 18 years old for radiography duties. One year of related customer service experience required. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred.

Pay Range

$15.00 – $18.69 hourly. Rate determined by experience, skill level and education; may vary by location or applicable minimum wage laws.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance.
• Generous Retirement Plans (401(k) and Roth) with company match.
• Best‑in‑Class Student Debt Relief Program (for Full‑Time DVMs).
• Paid Time Off and Holidays.
• Top‑Tier Mental Health and Wellbeing Resources (free coaching and counseling).
• Associate Life Insurance (company‑paid) & Supplemental Life Insurance.
• Company‑Paid Short‑ and Long‑Term Disability.
• Flexible Spending Accounts (FSA) and Health Savings Account (HSA).
• Paid Parental Leave for birth and adoption.
• Continuing Education Allowance (for eligible positions).
• Back‑Up Child and Elder Care & Family Support Resources.
• Fertility and Family Building Support.
• Digital Exercise Therapy program.
• Voluntary Protection Benefits – optional coverage for unexpected events.
• Legal Plan – coverage for a wide range of legal needs.
• Identity Protection – monitoring and support if information stolen.
• Commuter Benefits – convenience and cost‑effectiveness.
• Three Free Optimum Wellness Plans for Pets.
• Exclusive Discounts on products and services.
• Benefits eligibility is based on employment status (full‑time vs part‑time).

Equal Opportunity Employer

Banfield Pet Hospital is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity and expression, age, genetic information, veteran status or disability status. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment.