Veterinary Client Experience Specialist, ARISE
About The Position
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. ARISE is a 24-hour emergency and specialty animal hospital with some of the most skilled doctors in the state, providing significantly complex treatments in the western US. As part of Ethos Veterinary Health, our clinical team works closely with surgeons, oncologists, internists, radiologists, and a critical care team to provide the highest quality care to our patients. As Veterinary Client Experience Specialist, you’ll be the face of the hospital, creating smooth communication between clients and our doctor and technical teams, with opportunities to learn and grow through our unique training program.
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
- A collaborative mindset and commitment to exceptional patient care
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.
- Work closely with veterinarians, technicians, and support teams
- Contribute to a positive, team-focused hospital culture
Benefits
- Competitive compensation package
- CE allowance
- Full health benefit packages
- 401K with a company match
- Employee pet discounts
- Paid Time Off
- Onsite social worker dedicated to employee wellness, to help manage burnout and compassion fatigue
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
