PetCure Client Care Liaison 

 

The Client Care Liaison is a full-time position, joining a dynamic team environment while working in a state-of-the-art multi-specialty referral hospital. Our Client Care Liaison will be working specifically with the Radiation Oncology team, providing exceptional service to internal and external clients through maintaining a consistent professional and approachable demeanor.

 

Responsibilities include data entry, direct phone calls and emails to both clients and referring veterinarian practices and coordination of radiation oncology video consults. Strong interpersonal, communication and organizational skills are required for the success of this position. Data entry using Salesforce and Impromed for all pre and post communication, visit and treatment results.  Communication and collaboration with the veterinary medical team and working autonomously is necessary to effectively accomplish all tasks.

 

PROPOSED SCHEDULE

Monday - Friday 8:30 am - 4:30 pm

**Schedule is subject to change due to the needs of the hospital**

 

ESSENTIAL FUNCTIONS

  • Communicates and interacts directly with Practice Director and veterinary specialty team; working together and autonomously to make an impact on productivity and the accomplishment of daily tasks.
  • Ability to multi-task and be detail oriented is central to this position; handling multiple projects with ease and demonstrating proficiency in prioritizing tasks and organization.
  • Ability to handle stressful situations with high level of composure to take appropriate action according to the situation.
  • When interacting with clients and pets: demonstrates a friendly smile, good eye contact and approachable demeanor in person and over the phone. Uses appropriate behavior and body language to match the client’s level of concern. Listens empathetically and compassionately to offer emotional support when appropriate.
  • Speaks clearly, slowly and calmly in person and on the telephone. Communicates clear and client-focused solutions in ways clients are easily able to understand.
  • Maintain solid grasp of common veterinary medical terms and abbreviations and be able to converse with other veterinary professionals in medical terms as necessary.
  • Displays legible handwriting and records digital information free of spelling, grammatical and calculation errors. Uses a professional written and verbal tone in communication.
  • Takes initiative to troubleshoot, handle and follow up on problems as they present. Seeks assistance with solving problems as necessary while taking responsibility for facilitating the outcome.
  • Exhibits commitment, reliability, credibility & trust with PetCure counterparts and Lakeshore Veterinary Specialists (LVS) team.
  • Live and exemplify the PetCure/LVS partnership Brand Promise and Values
  • Support the PetCure Oncology mission through providing the highest quality of care and service to our clients and their pets.
  • Additional job duties as assigned, updated or changed.
  • Radiation Therapy (RT) schedule:   Ensure appropriate flow of RT schedule for consultations, (especially out-of-town clients), all CT/immobilizers and all radiation treatments.
  • Client calls:   Prepare clients for what to expect at the consultation and treatment. (expected time for consultations, drop-off schedule for treatments, withholding food, medication, payment options & pet insurance, document client emails.
  • Review of Oncology and Neurology schedules:  Identify potential cases for live video consults and discuss possibilities with Lakeshore Veterinary Specialists (LVS).
  • Video Consultations:  Coordinate all facets of the telemedicine consult process.  Scheduling with Radiation Oncology and work with Client Care Specialists (CCS) at LVS to schedule with Medical Oncology.  Facilitate collection of medical records; create entry in salesforce and attach all med records.  Set up and removal of equipment; May need to be present for consultation; Follow up with Drs on next steps and enter consult information into Impromed.
  • Assist Certified Vet Tech: Provide assistance as needed with patients for CT or Radiation treatments such as holding; restraining or getting supplies.
  • Email communication:   Follow-up to initial client conversations with an email to share welcome video, e-guide and care credit information.
  • Post treatment calls:   Assist team as needed to call clients for their pets to be picked up.
  • Follow-up treatment calls:   Call clients after treatment to check in on pet within 1 business day. Schedule recheck visits if not already done.
  • Medical questions:   Ensure LVS team and the PROS (PetCure Radiation Oncology Specialists) team are aware of necessary client follow-up for medical questions or concerns as they arise.
  • Mail to clients:   Send sympathy cards for both Radiation and Medical Oncology patients.
  • Daily documentation for new and existing clients:   All client communication to be entered in SalesForce and Impromed. Pre and post conversations and emails with clients.  Include missing client info, referral source, referring practice info, scheduled appointments, discharge results, rechecks and status updates after treatment including barriers.
  • Deceased patients: Record date and reason for patient passing in SalesForce. Send sympathy card.
  • Patient Advocate Center Leads: Follow-up calls on converted SalesForce leads to LVS for initial contact with client and setting of consultation appointment. Enter in SalesForce and work with CCS staff at LVS to reschedule in Impromed.
  • Check “No Consult or Barrier Report” in SalesForce enter reason client is treating or not.
  • Treatment charges:   At the consultation appointment, the initial estimates for treatment options will be pulled up by techs to present to client. At the time of service Client Care Liaison will enter treatment charges into Impromed and Sales Force accounts, enabling CCS’s to print invoice and collect treatment fees.
  • Payments & Invoices: Review SalesForce invoice report weekly and send reconciliation to Sia.
  • CalPro reports: Review “Consultation and Treatment Reports” Monday mornings and enter email appropriate email addresses into Calpro system.
  • Pet Heroes: Upload patient pictures into SalesForce accounts. Identify pet hero stories to be shared within company as appropriate. (Send to mrivas@petcureoncology.com)
  • FaceBook & Instagram: Manage social media by posting Pet Hero pictures on FaceBook and Instagram. 

       

CONTINUING EDUCATION & CAREER DEVELOPMENT 

  • Participates in a minimum of two (2) internal or external continuing education credit hours    annually, including annual OSHA training and other training as assigned.
  • Proactively seeks opportunities to improve upon skill sets and learn additional skills, enabling greater contribution to the work team.

Requirements

EXPERIENCE

  • High school diploma required. Associate’s degree preferred.
  • Previous experience in a medical or veterinary office preferred.
  • Work efficiently in a busy hospital environment and proactively identify and prioritize tasks required to ensure optimum client care and the radiation teams organization.
  • Strong communication, (written, phone and in person).
  • Work independently and as a team; Effectively and professionally communicate with coworkers, doctors and clients; able to take direction and handle confrontation professionally for best outcome and resolution.
  • Maintain calm demeanor during emergency situations; relate effectively with various personalities and sense when someone is in distress; demonstrate sincere compassion.
  • Think quickly and problem-solve with sound judgment.
  • Organized and detail oriented with ability to multi-task
  • Computer knowledge, data entry skills and troubleshooting capabilities; Legibly and accurately document patient, client and primary care/specialist veterinarian information and other hospital communication; display attention to detail.
  • Perform and document basic financial calculations accurately.

 

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

  • Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, and move) up to 50 pounds. Lifting higher weights requires requesting assistance from another associate.
  • Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
  • Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
  • Specific vision abilities required by this position include close vision and computer work.
  • Occasionally exposed to airborne particles and illness from patients and chemicals related to animal care and office equipment.
  • The noise level in the work environment is normally moderate.
  • Environment where pets are present.
  • The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Job Details

January 4, 2019
201462082
Client Care Services
Full Time
Glendale