Client Care Coordinator

National Veterinary Associates • Woodstock, GA

84d

About The Position

The purpose of the Client Services (Hospital) Coordinator position is to expedite medical and clerical support to the medical and reception staff related to animal patient care and treatments. The position requires a practical knowledge of hospital organization, standard procedures and services. Also, the basic rules and protocols for governing clients and patient care. A successful HC is a reliable, flexible, self-motivated individual, preferably with years of veterinary medical experience as a technician or veterinary assistant to be part of a 2-man team. Reception experience is also helpful in addition to the medical aspect as this position acts as a bridge between the reception and medical staff. The position is a daytime position in a Fear Free, high volume 24-hour, busy, animal hospital with 12 Drs and 80 support staff. The position is 3.5 days a week or approximately 42 hours a week. HC works 2 weekends a month. No major Holidays as we are ER only on those actual days. We offer medical insurance, 401k, and discounted medical services employees. Also, opportunities for CE and certifications such as the Fear Free Certification program.

Requirements

• Practical knowledge of hospital organization, standard procedures and services.
• Basic rules and protocols for governing clients and patient care.
• Years of veterinary medical experience as a technician or veterinary assistant.
• Reception experience is helpful.
• Ability to multi-task and handle interruptions.
• Ability to maintain calm in emotional situations.

Nice To Haves

• Experience in a high volume animal hospital.
• Familiarity with Fear Free Certification program.

Responsibilities

• Monitor and facilitate the flow of regular and standby appointments of the day, emergencies, managing a nurse advice line, and helping Drs with screening and returning medical call backs, submitting referrals, and custom prescriptions.
• Give direction to medical staff for Emergencies, Scheduled Appointments, Surgery check ins and Standbys to ensure they are taken in a timely manner and by the appropriate medical team member.
• Direct technicians and Drs where to go next to keep the flow of appointments on schedule.
• Check out their rooms or fill medications for their rooms so that they can move onto the next room or task.
• Keep the appointment/SB White Board up to date.
• Communicate with PCC on lunches, techs or Drs who may need help.
• Communicate with the drop off technician and direct Drs to help with drop off between rooms.
• Provide miscellaneous support to all staff if necessary.
• Monitor and respond to the Nurse Advice Line in a timely manner.
• Bridge the gap between medical and reception teams - keeping communication flowing on appointments and standbys.
• Keep appointments and stand by pet parents up to date on wait time on arrival.
• Submit medical referrals and ensure appropriate records and tests/imaging are submitted with the referral.
• Answer questions about and help techs fill routine medication requests appropriately.
• Return moderately medical call backs for Dr such as lab calls, recommendations and responding to owners' requests and questions for the Drs.
• Maintain high level of communication with the Drs and keep detailed up to date records on all communications between Drs and Pet parents.
• Able to work a 12-hour shift and be actively present moving about the hospital when needed.
• Maintain calm when faced with emotional pet parents and situations and respond with compassion and professionalism.

Benefits

• Medical insurance
• 401k with employer match
• Discounted medical services for employees
• Opportunities for continuing education and certifications
• Paid time off including sick time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services