Client Experience Specialist, ARISE

Job Title: Veterinary Client Experience Specialist
Job Status: Full‐time
Supervisor: Client Experience Manager

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.

Job Expectations:

• 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.

• Safety
• 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.
• 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

Equal Employment Opportunity
ARISE is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. This role is not eligible for visa sponsorship. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check and drug screen.