Client Experience Specialist, ARISE

Ethos Veterinary Health•Queen Creek, AZ

2d•Onsite

About The Position

ARISE is a 24-hour veterinary emergency and critical care (AVECCC) and specialty hospital in Queen Creek, AZ. We have the most skilled doctors in the state and provide significantly complex treatments in the western US. The teams in this department work closely with surgeons, oncologists, internists, radiologists, and a critical care team to provide the highest quality care to our patients. The hospital provides an opportunity to work with state-of-the-art technology including, but not limited to, CT, MRI, and ultrasound. ARISE is an organization that prides itself on its core values to drive a dynamic culture. We offer a unique training program that offers many opportunities to learn and grow from Technician Assistant to our Senior Veterinary Technicians, shift leads, supervisors, and managers. ARISE has a commitment to health and wellness, not only for our patients, but also for our staff. To help manage burnout and compassion fatigue, employees have access to an onsite social worker dedicated to their personal wellness. ARISE offers a competitive compensation package to include but not limited to: CE allowance, full health benefit packages, 401K with a company match, employee pet discounts, and Paid Time Off. ARISE is partnered with NVA Compassion First (NVA-CF), the largest private owner of freestanding veterinary hospitals in North America with over 1300 locations worldwide. NVA Compassion First is rapidly growing and competes in a $25 billion industry. Learn more about us at http://www.nvaonline.com Job Purpose: The purpose of the Client Experience Specialist is to assist in providing high quality client support. The goal of this position is to enhance the client and patient experience by creating smooth communication, transitions and expectations between the client and the doctor/technical teams.

Requirements

Experience equivalent to job duties and responsibilities
Excellent communication skills – written and verbal
Strong computer skills
Strong ability to multi-task
Strong work ethic and professionalism
Able to stand, sit, bend, restrain, squat for extended periods of time
Able to function within a busy, stressful work environment in a mature, professional manner
Able to lift 50 lbs in a safe manner
Able to type, write and verbally converse
Able to work the posted schedule

Responsibilities

Be the face of the hospital, ensure a warm welcome to each and every client
Immediately address each client as they enter, assist them in checking in their patient or referring to the triage technician
Maintain a calm composure in the face of emergencies, provide information and comfort to clients in distress
Work with the social worker to address any clients needing additional assistance
Familiarize yourself with the patients who are waiting to be seen, provide clients frequent updates on wait times
Ensure client satisfaction, relaying any potential issues to supervisors
Review estimates and collect payments/deposits
Assist the client in working with the coordinator to have their patient seen by other specialties in the hospital
Ensures organized and efficient client/patient flow for the outpatient service
Remain acutely aware of wait times for clients in person or at discharge and work to minimize
Assist with resolving client needs, concerns, and/or complaints
Ability to de-escalate clients professionally
Concisely document pertinent client communications and advise the attending veterinarian of these communications (close the loop consistently and timely)
Ensure history forms have been completed by owners and are in the record/record started
Assist the telecommunicators in answering overflow incoming calls
Help keep exam rooms clean and ready for clients
Help keep lobby and client coffee/water station clean and stocked
Help doctor’s assistants with patient discharges, reviewing estimates and collecting payments as needed.
Follow OSHA requirements
Follow practice’s health and safety protocols
Be proficient in using our veterinary practice-management software (EzyVet, SmartFlow, Timeless)
Assist Client Administrators as necessary
Attend staff and individual meetings as scheduled
Participates in a positive manner in all group sizes. Refrains from participating in gossip-leads by example. Supports team members by assisting other areas, is receptive to feedback and suggestions. Engages in active problem-solving vs. problem-identifying. Makes suggestions related to client/patient service improvements and hospital efficiency.