Clinic Services Coordinator

Austin Pets Alive•Austin, TX

10d•Onsite

About The Position

The APA! Medical Clinic works on the cutting edge of shelter medicine, treating the most critical and vulnerable animals that other shelters and even some private clinics don't have the resources to help. This makes APA! the ideal learning environment for anyone interested in expanding their knowledge of veterinary medicine and no-kill animal sheltering, with the added benefit of knowing you are helping homeless animals from all over Texas! The Clinic Services Receptionist serves as a welcoming presence and first point of contact for all APA! medical clinic visitors and clients, as well as managing the daily flow of appointments and other incoming requests. The Clinic Services Receptionist works closely with all animal program teams, fosters, adopters, and other clinic staff to provide excellent care to all patients and support clinic operations and reports to the Medical Clinic Manager on duty. APA! is a volunteer-powered organization, so every staff member is expected to work alongside and support volunteers. The Clinic Services Coordinator collaborates closely with volunteers to complete day-to-day tasks, helps create a positive and inclusive environment, and actively contributes to a culture of shared effort and mutual respect. This position may involve shift flexibility, weekend hours, and responsiveness during times of high need or MOD coverage. Every individual at APA! is responsible for working in collaboration with volunteers; making sure volunteers are recruited, trained and feel impactful through their efforts at APA!. A core part of this role is creating a welcoming and empowering experience for volunteers, including assisting with onboarding, training, and volunteer engagement as part of the day-to-day workflow.

Requirements

One year experience in the veterinary field and/or one year receptionist experience preferred
Must demonstrate client/customer focus, excellent people skills, a can-do enthusiastic attitude, and the ability to handle difficult situations well
Must be able to handle upsetting situations such as open wounds or dead animals without losing professional demeanor
Must multitask well and work quickly and independently when needed.
Proficiency with Microsoft and Google Suite and type at least 65 WPM
Excellent phone etiquette, comfortable speaking with diverse clients in stressful situations.
Committed to embodying APA!’s Core Values: Innovation, Respect, Drive, Resourcefulness, and Inclusion and cultural values: Humble, Hungry, Smart
Commitment to APA!'s customer experience expectations
Passion for working well with staff, volunteers, and customers—helping all individuals feel successful, appreciated, and connected to APA!’s mission
Strong commitment to volunteer engagement and support; dedicated to working well with volunteers across all roles
Comfortable working cross-functionally and serving as a liaison between volunteers, customers, and team members
Effective written and verbal communication skills; able to interpret rules, procedures, and instructional materials
Self-starter with strong time management; able to work independently and collaboratively
Excellent interpersonal skills; maintains a calm and professional presence in all situations
Strong attention to detail and high standards for quality
Adaptable to change and able to perform related duties as needed
Dedicated to delivering an exceptional and inclusive customer experience
Must demonstrate dependability, accountability, time management, use of reasoning, and good judgment skills
Partner with Volunteer Managers to learn about the volunteer programs and support volunteers interested in your department on an ongoing basis
Comfortable working autonomously when given goals and deadlines
Attend and participate in all required training sessions and meetings
Maintain open and consistent communication with Program Manager or designee, supervisor, and other colleagues
Able to react to change productively and perform other related duties as assigned
Able to work evenings, weekends, and holidays as needed
Able to work in a high volume, fast-paced, high-stress environment
Must be able to routinely lift 40-50 pounds
Must be able to work around cats and dogs with varying temperaments, including those who are diseased, injured, and/or potentially aggressive
Requires sitting at a desk for long periods of time, working on a computer with repetitive movements, general clerical duties.

Nice To Haves

Ability to speak conversational Spanish preferred

Responsibilities

Actively contribute to a volunteer-powered culture by partnering with volunteers during every shift and helping create an inclusive, welcoming environment
Work alongside volunteers to complete daily tasks, ensuring the work is shared and collaborative—not siloed
Support the recruitment and onboarding process by welcoming new volunteers and helping them get oriented to the program
Help retain volunteers by offering encouragement, guidance, and feedback during shared work
Recommend strong volunteers for deeper involvement or specialized roles to your supervisor or volunteer manager
Contribute to a positive culture by recognizing volunteer contributions through appreciation, gratitude, and shoutouts
Help set volunteers up for success by clearly explaining tasks, providing hands-on guidance, and offering in-the-moment support
Provides excellent customer service to all fosters, adopters, volunteers, and staff.
Answers phone calls and emails in a courteous and professional manner
Answers questions and provides information to the public on APA! Medical clinic policies and procedures.
Ensures the accuracy and completeness of documentation concerning AAC med urgent intakes, parvo intakes, and owner surrenders.
Create new profiles with all documentation attached and recorded in the animal’s profile.
Coordinate daily appointments and surgeries for all shelter, foster, and adopted animals, including scheduling, checking in and out, and any follow up communication with caregivers
Triage incoming phone, email, and form requests for appointments, treatments, and medications, according to protocol
Responsible for parvo testing of owned animals and ensuring all paperwork is completed
Escalate complicated medical or customer service issues to Case Management Coordinator, Foster Case Manager, or Medical Clinic Manager, as needed
Creation and maintenance of animal and people records through immediate data entry as needed
Ensure that all APA! medical forms and handouts are up-to-date and available as needed
Maintain up-to-date knowledge of all relevant APA! medical protocols and procedures
Maintain a safe, clean, and sanitary work environment
Records thorough client communications
Accurately directs clients to the appropriate resources
Tests publicly owned dogs for parvo
Identifies conditions on intake for parvo animals brought in from the public for testing. Relays condition to Veterinarians; Understands vaccination protocols and can accurately relay vaccine and prevention statuses to clients
Reschedules missed clinic appointments and spay/ neuter appointments
Accurately doses out and prepares Strongid, Flea, and Heartworm medications and records treatments
Assists the public with checking in for appointments and scheduling
Able to collect and accurately record payments
Perform Parvo testing on public animals, collects payment, and ensures paperwork is completed.
Knowledge of how to utilize different software programs
Ensures medications are signed out and brought to clients in a timely manner.
Performs animal triage for all public animals
Trains Level 1 employees on Level 1 tasks
Confidently discusses owner surrender agreements and relays any concerns to clinic management
Knowledgeable of all APA! Teams and function
Ensures documents are sorted through monthly and moved to appropriate locations for accurate record management
Knowledge of common medications, including behavior medications, and where medications are located
Knowledge and understanding of common medical terminology
Trains Level I and II employees on Level I and II tasks.
Identify areas of improvement and presents solutions
Knowledgeable on all APA! Policies and procedures including foster and adoption resources
Responsible for ensuring reception materials are stocked. Relays low stock to clinic management.
Confidently handles client complaints and identifies when to alert clinic management
Ability to create reception schedule
Understanding of appointment scheduling and time management to best fit appointment needs
Basic knowledge of clinic/medication protocols