Veterinary Client Service Representative - Lead
Description
Thrive Pet Healthcare Specialists Albuquerque is looking for a Lead Client Service Representative to join the team!
What we offer:
- Health, vision, and dental insurance
- 401k match
- PTO
- Paid parental leave
- Paid purrental leave
- Pet care benefits
- Growth and development opportunities
- And much more!
Responsibilities include, but are not limited to:
- Act as a liaison between front office and other department supervisors
- Identify and provide recommendations for potential problems, non-routine situations, work flow processes, and client service needs to the hospital manager
- Coach employees and direct reports
- Resolve informal client complaints, maintain and report on these issues to the hospital manager
- Provide top-notch customer service
- Identify and work compassionately with clients in various emotional states
- Answer and triage phone calls from clients
- Schedule appointments and schedule procedures
- Directs client and patient admissions and discharge operations
- Process payment transactions
- Perform end of day activities and routine banking deposits
- Maintain proper documentation in the electronic medical record
- Relay the appropriate information to/from clients to doctors and/or management
- Assist in cleaning the hospital including but not limited to: keeping reception desk area and lobby clean and sanitary, taking out the trash, laundry, cleaning floors, bathrooms, exam rooms, kitchen and kennels if needed
- Act as a primary point of contact for referring veterinary clinics and doctors
- Track and manage incoming referrals to ensure timely scheduling and communication
- Ensure referring veterinarians are kept informed of patient status, updates, and discharge summaries
- Maintain accurate referral logs and contact information for rDVMs
- Coordinate with doctors and medical staff to streamline the referral process
- Ensure a professional and courteous experience for referring clinics
Requirements:
- High school diploma or equivalent
- Previous customer service experience, preferably in veterinary or healthcare setting
- Strong communication and interpersonal skills
- Ability to multitask and work well under pressure
- Basic computer proficiency
- Knowledge of veterinary terminology and procedures
- Ability to lift up to 50 pounds, squatting, reach, and walking throughout the day
- Outstanding team skills