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Lead Client Care Representative
3 months ago
Job Overview:
The position of Lead Client Care Representative is to provide outstanding customer service to all clients and potential clients. The Lead Client Care Representative is a primary contact for the Client Care team and other hospital team members.
**Duties**:
- Regular attendance and adherence to established schedule.
- Adheres to all written CCPH standard operating procedures.
- Adheres to all written CCPH standards of care.
- Coordinates regularly with the Practice Manager on status of daily tasks, client and patient flow
- Works with CCR team to ensure that daily task list is completed throughout the day
- Monitors open Patient Visit Lists to ensure clients are billed accurately
- Aids in ensuring appropriate cash on hand, transactions are accurate throughout the day
- Aids CCR team in addressing and resolving client service-related concerns
- Aids Practice Manager in addressing Accounts Receivable
- Ensures that appropriate take home instructions are complete and report cards complete to fully educate clients on their pet’s healthcare needs.
- Answers telephones and routes calls quickly, efficiently, and in a professional and friendly manner, using a multi-line telephone system
- Answers client’s inquiries regarding appointment scheduling, hospital polices, basic pet care questions.
- Maintains accurate contact information for clients.
- Greets clients and routes appropriately for appointments, hospital admitting, and procedure admitting. Updates client and pet information as needed and ensures that appropriate releases are signed and reports are completed.
- Maintain appointment scheduling, office visits, dental appointment and surgical appointment with attention to maximize production capabilities.
- Update clients and caseloads when necessary and offer appropriate solutions to minimize client wait times. Client wait times over 10 minutes need to be offered solutions, such as drop off, agreement to wait, see another doctor, or reschedule.
- Prepares estimated treatment plans in liaison with doctors, technicians and veterinary assistants.
- Prepares necessary certificates.
- Prepare client invoices and obtain payments after services are performed.
- Process client payments accurately and record them accordingly in Cornerstone software.
- Accurately handles cash, cash drawer ledger tracking and can efficiently make change for cash transactions.
- Performs over the counter sales of specialty merchandise, exercising a technical knowledge of products sold
- Educates client and potential clients on CCPH procedures, service offerings.
- Educates clients appropriately on services and products that are recommend by CCPH.
- Gives clients referral information based on doctor’s recommendation and company endorsed service providers, groomers, veterinary specialists, emergency centers, dog trainers, etc.
- Process prescription refill requests via fax, app, online pharmacy and client phone call.
- Ability to diffuse and resolve any negative situation with a client or potential client.
- Maintains the appearance of the front office and waiting room.
- Performs other duties as assigned.
- Participate in staff training and staff meetings.
This position offers a competitive salary, opportunities for career growth, and a dynamic work environment.
Pay: $20.00 - $23.00 per hour
Expected hours: 40 per week
**Benefits**:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Professional development assistance
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
**Experience**:
- Veterinary: 2 years (required)
Work Location: In person
