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Client Care Coordinator

2 months ago

Parker, United States Ethos Veterinary Health Full time
Welcome to Animal Emergency & Specialty Center (AESC) We are a 24/7 Emergency Care Veterinary Hospital with 7 different Specialties. AESC Team is growing, and we are seeking motivated, positive and compassionate individuals to join our team. Our Nursing staff is essential and important to us, just as the care they provide to the pets and clients in our community. We are offering competitive wages, opportunities for professional growth, and a supportive environment with an empathic and positive Management team and we are looking for a Client Care Coordinator (Surgery Department) to join our team

**This position is expected to work Monday-Friday 8am-4pm. Schedules are subject to change based on the needs of the Hospital and Department. Training days/hours TBD.**

**This position will pay $20-$24 hourly DOE**

Summary: The Client Care Coordinator will work alongside the assigned department team as liaison to clients to ensure exceptional customer service is provided.
As the liaison, facilitate clear communications between clients and the technical staff/doctor by communicating patient status and financial updates, and serve as the direct resource and point of contact for clients that may have any health updates and/or concerns for the assigned department and medical team.

Essential Functions:
Phone calls/Appointment Scheduling
  • Answers all incoming clients calls for assigned department(s) transferred from CSR and facilitates communication, schedules appointments, escalates concerns to staff/DVM as appropriate. Management of department Care Coordinator phone.
  • Is a subject matter expert on department services, pricing and schedule.
  • Escalation for CSRs for department related questions, concerns, pricing and schedule.
  • Provide all status/progress updates to clients through outgoing communications (calls, texts, email).
  • Outreaches clients to confirm appointments that are not confirmed through automated processes.
  • Perform call back calls for recent visits and provide feedback to the department.
  • In partnership with the Referral Coordinator, ensure missing records are acquired before visits.
  • Researches cancelled appointments and no shows and outreaches the clients to reschedule/more information.

Financial/Administrative
  • Prepares and collects consent forms, paperwork and sends deposit link before procedures.
  • Audit charges on invoice for accuracy and edits as appropriate with input from technical team.
  • Sends estimates and manages correspondence related to estimates.
  • Check out the department appointments, collect payment and schedule recheck appointments.
  • Ability to apply discounts and refunds in line with Lead CSR functionality.
  • Reviews visits/procedures from past days and ensures all summaries are complete and sent to rDVM as appropriate.
In-Person Client Care:
  • Ensures an exceptional customer experience, greeting clients in the lobby, rooming clients as needed, ensuring clients needs are met when they are waiting, etc.
  • Supports team to convert consults to procedures through marketing, exceptional experience and presentation.
General
  • Assists with cleaning and turnover of prep area to ensure efficient patient care.
  • Management of supplies and inventory associated with assigned department.
  • Back up CSR as needed or assigned.
  • Other duties as assigned.


Minimum Qualifications:At least 1 year of veterinary office experience and 1 year of customer service. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Preferred Qualifications: Experience in sales of services. 2-3 years of customer service preferred. Work experience in payment collection and/or invoicing with clients.

Educational Requirements: High School diploma or equivalent required.

Computer Skills: Knowledge of Microsoft Office Products and Internet Explorer. Knowledge of EzyVet and Smartflow preferred.

Language Ability: Ability to speak in an understandable manner and understand the English language.

Skill Requirements: Strong ability to multitask and anticipate needs. Excellent communication skills.

Emotional Demands: The Reception Department is a fast-paced, high stress environment. A CSR will interact with clients, staff, and patients. A CSR must handle stress well and keep a positive attitude with clients and fellow employees. The employee should excel at conflict resolution and be superb at problem solving.

Reasoning Ability:Ability to define problems, collect data, and draw valid conclusions. Ability to read and interpret documents such as client discharge instructions, financial statements, CSR instructions and procedure manuals.

Math Ability: Ability to add, subtract, multiply and divide in all units of measure. Ability to calculate figures and amounts such as discounts.

Physical Requirements: This job is physically active and may require frequent bending. The employee is frequently required to walk, sit, and use hands. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include close vision and distance vision. While performing the duties of this job, the employee is regularly required to talk or hear.

Work Environment: The work environment characteristics described here are representative of those an employee will encounter while performing the essential functions of this job. The noise level in the work environment is usually moderate. The work environment is predominantly indoors.

Interacts with: All areas of the Hospital.

Benefits: Health insurance, dental, vision, 401(k) w/matching, employee assistance program, annual continuing education (CE) hours, annual CE allowance, uniform allowance, shift differential pay, paid sick days, paid time off, paid bereavement days, holiday premium pay, on-call incentives, license reimbursement, referral program.

How and when to apply: Apply online. The deadline to apply is Friday, August 2nd but may be extended as needed. Review of applicants will begin immediately.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com.

Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.