Client Care Contact Center Specialist

 

With a commitment to excellence, dedication to service, and respect for each life we touch, the Client Care Contact Center Specialist will provide skilled and compassionate care to our referring veterinary colleagues, clients, and their pets.

 

PROPOSED SCHEDULE

Wk 1 & 3: Monday 8a-5p, Tuesday 9a-3p, Wednesday 8a-5p, Thursday 9a-3p & Friday 8a-5p
Wk 2 & 4: Monday 8a-5p, Tuesday 9a-3p, Thursday 8a-5p, Friday 8a-5p & Saturday 9a-3p
**Schedule is subject to change due to the needs of the hospital**

 

ESSENTIAL FUNCTIONS

While under the supervision of the Client Care Manager and the Hospital Manager, the Contact Center Specialist must be able to effectively and accurately perform the following duties that include but are not limited to:

  • Receive all incoming calls quickly and thoroughly

  • Clearly and completely documenting all calls in LVS computer system

  • Schedule and confirm all appointments (new/ rechecks/ discharge)

  • Enter and update pertinent client and patient information

  • Review estimates, consent forms, and code status with clients

  • Process deposits and discuss payment options according to hospital policy and procedures

  • Receive payments for services rendered

  • Mail and fax referral letters, process incoming and outgoing radiographs and pending medical records

  • Maintain/stock an accurate inventory (in contact center) of office supplies, forms, brochures, magnets, pens, etc.

  • Complete daily and weekly contact center check lists

 

OTHER AREAS OF RESPONSIBILITY

  • Receive clients as they arrive and process necessary admission procedures

  • Employees may be required to assist other locations on a normally scheduled day should the need arise

  • Prepare charts and records for next day appointments

  • Process euthanasia paperwork, discuss cremation and urn options

  • Process pertinent paper medical records (scanning/linking)

  • Process outgoing and incoming mail

  • Clean and maintain front desk, waiting area, exam rooms, and client bath room

  • Others duties/tasks as assigned

Requirements
 

Experience

  • At least 2 years of experience in client services and hospitality is required.
  • Recent experience at a veterinary hospital is preferred.
  • Previous experience in a call center is preferred.

 Education

  • High school diploma or equivalent
  • Previous experience in a call center is preferred.

 Skills

  • Computer Skills: Knowledge of Word Processing software. It will also be necessary to become proficient in the use of the practice management software, ImproMed Infinity, and to perform clerical work (update patient records and message center) with speed and accuracy.
  • Client Care and Communication Skills: Excellent written and verbal communication and proficiency at greeting clients graciously. Maintain a harmonious and cooperative relationship with those contacted in the course of a day.
  • Confidentiality: With access to proprietary and other confidential information, must be highly trustworthy and able to handle confidential records and bank deposits.
  • Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
    • While performing the duties of this job, an employee is frequently required to sit for long periods of time; move quickly throughout the hospital; handle delicate instruments and supplies; visualize subtle color differences; verbally communicate with clients and coworkers; and hear audible alarms, telephone calls, overhead pages and internal calls.
    • The employee must regularly lift and /or move up to 25 pounds, frequently lift and /or move up to 50 pounds.
  • Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
    • While performing the duties of this job, the employee is frequently exposed to fractious animals, various hazardous chemicals, zoonotic diseases and radiation. The employee is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually loud.
  • Other Skills and Abilities: Ability to analyze and resolve problems. Must be organized, detailed and able to prioritize tasks in a fast paced environment.  

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Job Details

January 4, 2019
201462083
Client Care Services
Full Time
Glendale
2 Years