Client Care Specialist - Urgent Hire

We are searching for an organized Client Care Specialist to join our productive team at Ann Arbor Animal Hospital in Ann Arbor, MI.
Growing your career as a Full Time Client Care Specialist is a great opportunity to develop competitive skills.
If you are strong in problem-solving, presentation and have the right personality for the job, then apply for the position of Client Care Specialist at Ann Arbor Animal Hospital today!

Job Description: Client Care Specialist (CCS)

Fair Labor Standards Act Status : Non-Exempt

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Desired Behaviors:

1. Communicates with clients and coworkers in a friendly and professional manner.

2. Maintains composure and prioritizes patient care during stressful / high patient count situations.

3. Dedicated, hardworking team-player possessing a “can-do” mentality demonstrated by their consistent punctuality and their willingness to go the extra mile. If client flow dictates, employee stays beyond their regularly scheduled shift, understanding their role and why their presence and positive attitude are necessary.

4. Compassionate and empathetic towards clients and their pets.

5. Detail-oriented with a heightened focus towards accuracy and follow-up.

6. Receptive to constructive feedback

Essential Position Responsibilities:

1. Welcome clients and patients to the practice and provide for their comfort while they are in the practice (e.g. monitoring wait time).

2. Handle telephone calls utilizing proper telephone etiquette (e.g. using a three-part greeting, asking callers before placing them on hold, taking and relaying detailed, accurate messages, etc.) and communicate effectively during this calls so that all necessary medical/personal information is accurately obtained and conveyed.

3. Contact clients to schedule/confirm appointments and pre-surgical instructions.

4. Identify emergency situations and respond appropriately (e.g. informing a DVM when severely compromised patient enters; calling 911 if a client has a heart attack or other emergency situation)

5. Utilize the computer system and practice software to perform a variety of functions (e.g., accurately enter, generate, and retrieve records and reports, prepare Health Certificates, enter fees and charges, maintain the database, update client files and patient records as needed, schedule and cancel appointments, keep future reminders up-to-date in computer system, etc.)

6. Handle basic sub-professional questions regarding hospital services, fees, and animal care and treatment (e.g. vaccination schedules, preventive medicine) in accordance with hospital policies. Appropriately direct other questions and communication to a veterinarian, practice manager, or other staff members.

7. Able to handle difficult client interactions (e.g. diffusing emotional/tense situations, understanding the client stress associated with ill pets) and not take difficult interactions personally.

8. Prepare needed forms in advance of clients’ arrival and assist client in completing any required forms (e.g. new client form, patient visit form, etc.) as needed

9. Obtain medical and vaccination histories from the client. Recognize and note any procedures or vaccines due for the patient.

10. Check out clients after services have been rendered, reviewing all charges on the invoice to ensure accuracy and providing client with any applicable products (e.g., purchased preventative health care products, new kitten/puppy kits, etc.)

11. Accept payments from the client. Accurately process cash, checks, charge card payments, credit account payment, and post-dated checks.

12. Perform an end-of-day procedure each evening. This would include balancing the cash drawer, running end-of-day computer reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the hospital management.

13. Open the practice in the morning and close up the practice in the evening

14. Assists with training new hires.

15. Serve as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients and other members of the hospital staff.

16. Has reliable method of transportation to get to shifts on time.

17. Demonstrate initiative and teamwork in everyday duties by seeking other work to do during slack times, assisting other employees within the practice, and filling in for other employees as needed.

18. Willing and able to work mornings, evenings, and weekends. The day hospital is open seven (7) days a week. You are expected to work at least 50% of the weekend day shifts in any given month.

Marginal Position Responsibilities:

1. Assist other staff members to clean and straighten the public areas of the practice, including the front desk, reception area, and exam rooms.

2. Periodically check employee lounge to make sure all custodial functions have been completed

(e.g., dishes washed, soap in dispenser, etc.) and complete these functions as needed

3. Restock and accurately arrange needed supplies

4. Complete special projects as assigned

Physical Demands and Environmental Factors:

• Frequent exposure to animals which may bite, scratch, or otherwise cause physical injury to employee
• May be exposed to anesthesia gases, zoonotic and chemical hazards, and radiation
• In order to ensure the safe and effective performance of this job and the successful operation of the business, English fluency is necessary for this position.
• Ability to move around the building to access drawers, cabinets, etc.
• Ability to ascend and descend step stools to safely reach supplies in cabinets and/or on shelves
• Ability to independently move supplies (weighing up to 40 pounds) from shipping boxes to their proper positions on shelving units
• Ability to store and retrieve items which are located above head-level
• May need to remain in a stationary position for prolonged periods (i.e., up to several hours) while using computer, phone, etc.
• Must be able to efficiently operate computers, phones, and other office equipment
• Ability to observe and accurately discern fine details at close range (e.g., handwritten notes; patient features; etc.)
• Position requires frequent communication with coworkers and clients. Must be able to exchange accurate information during these communications.
• Must be able to perceive physical safety/OSHA hazards in the environment

Qualifications:

• Previous experience in a veterinary setting preferred
• Familiarity with ImproMed software preferred

Job Types: Full-time, Part-time

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Ann Arbor, MI 48103: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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Benefits of working as a Client Care Specialist in Ann Arbor, MI:

● Excellent benefits
● Company offers career progression opportunities
● Advantageous package