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Customer Care Specialist

2 months ago

Bonita Springs, Florida, United States Inspire Veterinary Partners Inc Full time
Job Overview

Position Summary

The primary goal of this role is to deliver exceptional customer service. The Customer Care Specialist (CCS) is responsible for answering incoming calls, distinguishing between standard and urgent inquiries, scheduling appointments, welcoming clients, and managing patient admissions and discharges. The CCS also processes payments, oversees financial details, and facilitates communication between clients and the team.

The ideal candidate enjoys interacting with a diverse clientele and possesses a caring, friendly demeanor. They create a warm and inviting atmosphere while maintaining professionalism and courtesy, even amidst multiple tasks and interruptions. Our CCS team members are dedicated to the quality of care provided and effectively communicate this assurance to clients. They are knowledgeable about our services and recommendations, ensuring clear communication with clients.

Telephone Communication

  • Responds to incoming calls promptly, utilizing proper telephone etiquette, including a structured greeting and confirming with callers before placing them on hold.
  • Manages a multi-line phone system, answering calls, placing callers on hold, transferring calls, and paging staff as necessary. Takes and directs messages for veterinarians and other personnel.

Client Interaction

  • Adheres to established protocols for client communication across various scenarios, including general inquiries, appointment scheduling, routine medical questions, emergencies, and prescription refills.
  • Addresses basic inquiries regarding services, fees, and animal care in line with clinic policies, directing more complex questions to appropriate staff.
  • Employs active listening skills to gather essential medical and personal information from clients.
  • Identifies potential client concerns or complaints and addresses them effectively.
  • Conveys medical instructions, reviews client statements, and informs clients about clinic policies, including pre-operative instructions and payment options.
  • Maintains timely communication with clients regarding invoices and their pets' medical status.
  • Contacts clients for appointment confirmations and follow-ups.
  • Ensures clients receive necessary information or instructions prior to their appointments.
  • Maintains up-to-date client contact information.

Welcoming Environment

  • Greets clients and their pets warmly, ensuring they feel comfortable upon arrival, including offering refreshments and guiding them to the waiting area.
  • Communicates wait times effectively to clients, ensuring transparency.
  • Personalizes interactions by using clients' and pets' names.
  • Distributes new-client documentation and welcome gifts.

Appointment Management

  • Coordinates outpatient, surgical, and boarding appointments using a computerized scheduling system.
  • Schedules appointments in accordance with clinic guidelines, ensuring appropriate time allocation for each visit and reserving slots for emergencies.
  • Inquires about client preferences for veterinarians when scheduling appointments.
  • Optimizes appointment scheduling to meet client needs while efficiently utilizing staff time.

Administrative Duties

  • Accurately enters and retrieves records, processes payments, and maintains the client database.
  • Generates necessary reports using the clinic's computer system as directed.
  • Prints client correspondence, including reminders and thank-you letters.

Client Education and Marketing

  • Promotes clinic services to potential clients and educates them on preventive care and vaccination requirements.
  • Distributes educational materials and promotional items to clients.
  • Follows up with clients through mail for various purposes, including sympathy cards.

Compliance and Protocols

  • Adheres to all clinic policies and procedures, including those related to uniforms and personal conduct.
  • Communicates essential patient care protocols to clients.
  • Engages in ongoing education to enhance veterinary knowledge and skills.

Record Management

  • Retrieves and organizes medical records efficiently.
  • Updates client files and patient records as necessary.
  • Processes returned mail and verifies client contact information.

Patient Management

  • Prepares necessary forms and retrieves client records in advance of appointments.
  • Completes required documentation and gathers relevant medical histories from clients.
  • Communicates essential information to the veterinary team regarding patient care.

Financial Transactions

  • Processes client payments accurately, including cash, checks, and credit transactions.
  • Completes end-of-day financial procedures, including balancing cash drawers and preparing deposits.

Facility Upkeep

  • Assists in maintaining cleanliness and organization in public areas of the clinic.
  • Restocks supplies and ensures the refreshment area is well-maintained.

COMPENSATION & BENEFITS

  • Compensation is competitive and considers various factors such as experience and qualifications.
  • 401k plan with employer matching.
  • Medical, dental, and vision insurance available after a specified period.
  • Paid time off and additional benefits available.

Qualifications:

  • High school diploma or equivalent.
  • Familiarity with office practices and customer service techniques.
  • Ability to manage multiple tasks efficiently.
  • Strong communication skills and a commitment to client service.