Client Care Representative
About The Position
Our Client Care Representative is the first line of contact for most of our patients and their families. This role is critical in creating a welcoming and professional atmosphere, ensuring that our clients feel confident and comfortable from the moment they walk through the door. Whether greeting clients, checking in patients for appointments, or setting patients up for visits, your interactions will play a vital role in solidifying trust in our medical team. You will be working with clients in a wide variety of situations, each requiring empathy, patience, and adaptability. Your primary focus will be on supporting the clients and serving as a liaison between those clients and our veterinary staff, ensuring effective communication and smooth transitions throughout each visit. Veterinary care can be an emotional experience for pet owners, and as a Client Care Representative, you will often be the first to handle any concerns or difficulties they may have. Your ability to remain calm, compassionate, and supportive in challenging situations is essential. Although client care is your priority, Boreal Veterinary Centre is equally dedicated to your safety and emotional well-being, ensuring that you work in a respectful and supportive environment at all times.
Requirements
- High school diploma
- Proficient in the English language
- Minimum 18 years old
- Minimum of 2 years client care experience either within or outside of the veterinary profession
- Genuine enjoyment for working with people
- Exhibit compassion and patience
- Exemplary communication skills
- Ability to stay calm and efficient during a medical emergency
- Well spoken, mature and professional
- Ability to be on time and prepared to work at the beginning of your scheduled shift
- Ability to communicate with clients in a friendly, compassionate and professional manner (both verbally and electronically)
Nice To Haves
- Further veterinary professional training as VOA, VMA, etc will be considered an asset
Responsibilities
- Deliver exceptional client care and create a welcoming environment for all clients and patients
- Manage multiple phone lines including emergency calls, appointment bookings and client inquiries
- Assist with patient check-in and check-out, including admitting patients for surgical procedures
- Take pets’ weights and update records in the practice management software
- Engage with clients, escort them to exam rooms, and ensure they are comfortable while waiting (offer water/coffee)
- Communicate with appropriate departments when pets are ready to be seen
- Support client education regarding insurance options and home care instructions
- Process deposits, payments and refunds
- Assist in processing patients for aftercare, ensure all requests are completed to standard and appropriately processed for cremation
- Manage returned patient remains and paw prints
- Maintain cleanliness of exam rooms and reception areas, adhering to hospital cleaning protocols (including external tasks like snow shoveling and collecting garbage as needed)
- Restock supplies in exam rooms and reception area and monitor inventory levels
- Assist with managing client complaints by working with the Client Care Manager and Hospital Manager to resolve issues
- Other supportive tasks as deemed necessary
Benefits
- Personal pet care discounts
- Uniform allowance
- Health and Dental Benefits
- Mental Health Resources
- Goodlife and City of Edmonton Fitness benefit
- Supportive team environment
- Opportunities for professional development and growth
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
