Client Care Liaison

Position Summary:

The Client Care Liaison is the client’s first contact when calling or visiting the hospital. They always maintain a professional image to our clients whether in-person or over the phone. The Client Care Liaison answers telephones, greets clients, requests rDVM patient records, receives and relays client correspondence, and updates client financial records. This role also is instrumental in creating and maintaining a practice environment that facilitates the delivery of quality, compassion, and care to our patients and their people. We pride ourselves on our excellent team building and whole hospital approach. Having a positive culture and team working environment is one of our key goals.

What you’ll do: (Essential Functions):

Executes and ensures client service standards are met.
Assist incoming clients. Documents all pertinent information within practice management software.
Answer complex questions from clients on the phone and in person, acting as an initial triage to determine patient’s service needs. Refers the client/patient to the appropriate department team member as needed.
Schedule client appointments and follow-up appointments.
Works with Veterinarian(s) and other department team members as needed to ensure optimal scheduling.
Assist outgoing clients by providing all necessary instructions, information, and invoices.
Responsible for cash management including accepting payments for services provided.
Perform daily reconciliation of the cash drawer.
Support a practice environment that promotes collaboration and teamwork and ensure the delivery of quality, compassionate, effective, and efficient health care to pets and their people.
Comply with all practice policies, quality assurance guidelines, and minimum standards of care.
Actively participate in team and whole hospital meetings
Build and maintain rapport with referring veterinary community when calling about/discussing mutual patients.
Perform other duties and projects as requested.

WHAT WE’RE LOOKING FOR (Essential Qualifications):

Education:

High School Diploma or GED required

Experience:

1+ years in a veterinary setting
Experience in providing excellent Client Services

Knowledge, Skills and Ability:

Strong knowledge of effective customer service principles
Strong knowledge of medical terminology
Proficiency with Microsoft Office Suite
Advanced written, verbal, and active listening communication skills
Excellent customer relations and interpersonal skills
Effective conflict resolution skills with experience in defusing stressful situations
Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
Works efficiently both solo and in groups
Effectively and quickly respond to requests in a proactive manner
Excellent attention to detail and high level of accuracy

Working conditions/ Physical demands:

While performing the duties of this job, the team member is regularly required to talk and hear. The team member must frequently use a computer for long periods of time. Specific vision abilities are required to do this job including close vision. This position requires walking, standing, and sitting for long periods of time. May require flexible work hours including evenings and weekends.

Job Type: Full-time/Part-Time

Pay: $20.00 – $23.00 per hour

Benefits: