Job description

JOB SUMMARY

The Client Services Coordinator is an integral part of the Client Services Team, responsible for providing the highest level of quality service to the clients, referring veterinarians, and members of the CUVS team. This is an Entry-level position that reports to the Client Services Manager.

Essential Duties and Responsibilities:

• Coordinates the client workflow: engages arriving clients and patients by greeting them, capturing accurate account information and offering assistance. Closes the client workflow with an efficient discharge, appointment scheduling and payment process.
• Ensures all authorizations, consent forms, deposits and important client contact information updates are completed before patient admission to the hospital.
• Creates, produces and distributes reminders to clients for schedules and/or confirms appointments, as needed.
• Supports the Telephone Operators when call volume is high. Receives, screens, and directs incoming phone calls in a pleasant and timely manner; provides requested information and support or forwards to appropriate individual for further action.
• Provides a personalized customer service experience; rapidly evaluates each situation and interacts with clients in an appropriate and supportive manner to ensure that all their questions are answered, and all of their needs are met. Assess, diagnose and resolve issues and concerns in a manner that results in a positive experience.
• Models and delivers an exceptional client experience with all parties in accordance with CUVS service standards.
• Communicates effectively with all parties, varying communication method and style as appropriate to deliver detailed information to all constituents (internal and external).
• Executes daily client services task lists/checklists in a timely, accurate and complete manner.
• Positively impacts operational efficiency by adhering to scheduling and appointment protocols; takes initiative to ensure service schedules have appropriate information and flow is monitored.
• Maintains a clean and attractive workspace and client space.
• Complies with hospital policies, procedures, protocols and guidelines for client service operations.

Requirements and Qualifications:

• SCHEDULE: must have availability to work 2:30PM-12:30AM
• High school degree, or equivalent
• 1-2 years of relevant experience in a service-oriented environment, preferably in customer service, retail, veterinary, or medical
• Excellent communication and people skills, with a strong command of written English
• Basic computer literacy; experience with practice management software preferred
• Passion for client satisfaction
• Keen attention to detail
• Effective multi-tasking
• A proactive, solutions-oriented attitude
• Comfort working in close proximity with animals, including large dogs
• A dedication to lifelong learning and continuous improvement

Work Environment:

• Constant proximity to ill and injured dogs and cats of all sizes and dispositions
• Concierge-style greeting space; standing for sustained periods of time
• The hospital operates 24/7, a usual work schedule may include daytime and/or swing and/or evening shift hours including weekends and participation in a holiday rotation
• Training will be conducted on a fluctuating schedule

COVID Vaccination

CUVS requires all employees to be up to date on COVID vaccinations and boosters.

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

This Job Is:

• Open to applicants who do not have a college diploma

Work Remotely

• No

Job Type: Full-time

Pay: $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Holidays
• Night shift
• Weekend availability

Work Location: In person

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