Client Relations Specialist

2 weeks ago

Edgewood, Maryland, United States Heartland Veterinary Partners Full time
About Heartland Veterinary Partners
Heartland Veterinary Partners is a diverse animal healthcare provider dedicated to delivering outstanding veterinary services for both small and large animals, including exotic species. We are on the lookout for a dedicated individual who is enthusiastic about animal welfare, excels in client interactions, and is eager to contribute to our practice's ongoing success. Our facility is equipped with advanced medical technology, including digital imaging, ultrasound, and in-house diagnostic capabilities.

We are thrilled to welcome a new member to our team. The ideal candidate should possess strong communication skills, organizational abilities, and the capacity to manage multiple tasks in a dynamic environment. A background of 1-2 years in veterinary practice is preferred. Familiarity with veterinary software systems is advantageous.

Operating Hours: Monday-Saturday 8:00 am-5:30 pm

Pay: $13-15/hr

Position Overview
Reporting to the Practice Manager, the Client Relations Specialist (CRS) is responsible for providing an exceptional experience to our clients during every interaction. The CRS engages with clients while performing essential administrative duties such as maintaining records and managing appointments. Responsibilities include overseeing the reception area (both in-person and over the phone), managing veterinary medical records, maintaining accounts, processing payments, data entry, and handling correspondence. The CRS applies practical knowledge of practice operations and services, as well as the regulations governing client interactions and veterinary record management, to ensure every patient receives excellent care and every client enjoys a positive experience.

Core Competencies
  • Empathy & Professionalism: Maintaining a professional demeanor while ensuring comfort for clients, patients, and team members, especially in challenging situations. Responding swiftly and calmly to emergencies while upholding high standards of care.
  • Team Collaboration: Effectively coordinating with veterinarians and practice staff. Providing timely feedback and incorporating suggestions to achieve positive outcomes. Being open to sharing and receiving ideas.
  • Effective Communication: Clearly conveying instructions to clients and team members to facilitate successful patient care.
  • Active Listening: Attentively following the directions of veterinarians and understanding the needs of clients based on previous experiences and feedback.
  • Organizational Skills: Meticulously tracking lab samples, medications, patient instructions, and other relevant items while managing multiple clients and patients.
  • Client Satisfaction: Ensuring that all interactions lead to the highest level of client satisfaction.
Key Responsibilities
  • Oversee practice opening and closing procedures as directed by the Practice Manager.
  • Ensure that all public areas are clean and welcoming for clients and patients.
  • Process various forms of payment, including cash, checks, and credit cards.
  • Schedule appointments in accordance with practice protocols and veterinarian preferences.
  • Assist in updating client and patient records as necessary.
  • Prepare and send communications to clients.
  • Send reminders and conduct follow-up calls to clients as needed.
  • Perform regular backups of the computer system as instructed.
  • Manage daily business postings and transactions.
  • Greet clients and patients warmly, ensuring a positive experience during their visit.
  • Answer incoming calls with proper etiquette.
  • Provide clients with medications, instructions, and any necessary take-home materials.
  • Handle emergency situations with care and adherence to established protocols.
  • Address client concerns in a calm and professional manner, ensuring satisfaction with every interaction.
Qualifications
  • Full-time availability.
  • Willingness to work on Saturdays.
  • High school diploma or equivalent.
  • Previous experience in a veterinary setting is preferred.
  • References demonstrating client satisfaction are preferred.
  • Familiarity with OSHA safety protocols, including the use of proper PPE.
Benefits Offered
  • Paid time off.
  • Health, dental, and vision insurance.
  • Retirement benefits.
  • Bonus incentives.
  • Flexible work schedules.
  • Opportunities for career development.
  • Employee Assistance Program.
  • Employee Referral Program.

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