Client Care Representative - St. Cloud, MN
About The Position
The Client Care Representative (CCR) actively recruits new clients and promotes hospital services. Schedules client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. Ensures good communication with the clients and coordinates the care of the pets, influencing clients to return and refer their friends and families. Companions Animal Hospital is a three-doctor, AAHA-accredited practice committed to providing exceptional medicine and exceptional service. We believe every interaction matters, whether it's helping a worried pet owner, supporting a patient through their visit or finding a way to make a team member's day a little easier. We invest in our team, encourage professional growth and strive to create an environment where people feel supported, challenged and valued. We're looking for team members who enjoy both people and pets and are excited to develop skills in both client service and patient care. This position offers the opportunity to cross-train throughout the hospital, supporting both our client care and medical teams while helping create an exceptional experience for pets and their people.
Requirements
- High School Diploma or GED required
- 1+ years of customer service experience preferred
- Experience in a veterinary hospital or medical facility desired
- Ability to provide effective customer service principles
- Comfortable working in both client service and patient care environments
- Basic knowledge of medical terminology
- Basic proficiency with a variety of computer programs including Microsoft Office Suite
- Basic written, verbal, and active listening communication skills
- Strong customer relations and interpersonal skills
- Exercises tact and diplomacy in dealing with sensitive issues and situations
- Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
- Strong organizational and time management skills
- Effectively and quickly responds to requests in a proactive manner
- Strong attention to detail and high level of accuracy
Responsibilities
- Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun
- Maintain knowledge of the services the hospital provides and utilizes the information to promote the hospital’s services and products to existing and prospective clients
- Welcome clients and pets, ensuring that they are comfortable in the hospital, and educating the clients about preventative care and pet health needs
- Assist incoming clients. Document and enter the pet’s history, requested services, and other pertinent information within the practice management software
- Direct the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team
- Cross-train in both client service and patient care responsibilities throughout the hospital
- Assist with patient admissions, discharges and overall patient flow throughout the hospital
- Prepare, clean and stock exam rooms and treatment areas
- Safely assist the veterinary team with patient handling and restraint as trained
- Answer basic questions from clients on the phone and in person, act as an initial triage to determine patient’s service needs. Refer the patient to the appropriate veterinary staff as needed
- Schedule client appointments and follow-up exams. Work with our team of veterinarians and veterinary staff as needed to ensure optimal scheduling
- Assist outgoing clients by providing all necessary instructions, information, and invoices
- Dispense prescription items per the veterinarian's instructions and sell retail products
- Responsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawer
- Respond to client complaints in a professional, courteous manner and act satisfactorily to resolve the problem
- Support a solutions-based practice environment that promotes collaboration and teamwork to ensure the delivery of quality, compassionate, effective, and efficient health care to pets
- Comply with all practice policies, quality assurance guidelines, and minimum standards of care
- Perform other duties and projects as requested
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
