Client Care Representative

5 months ago

Halifax, Canada Coastal Care Veterinary Emergency & Referral Hospital Full time

Coastal Care Veterinary Emergency & Referral Hospital in Halifax is seeking a seeking a friendly, energetic, and compassionate Veterinary Assistant & Customer Service Representative to join our innovative and dynamic team in a full-time capacity.

If you love animals, and enjoy helping people - search no further

The Veterinary Assistant Customer Service Representative is responsible for ensuring the quality of care and service provided to the pets and the people we care for is impeccable. Through helping to foster a patient focused service model, participating in a supportive work environment, and by communicating openly with the medical team, the Veterinary Assistant supports the growth and vision of the practice.

We work collaboratively, so it’s important that we identify someone with a cheerful and amiable disposition that shares our enthusiasm for convivial teamwork. We believe in work-life balance, laughter and fun while doing the dedicated work that we do. If you are looking for a progressive environment where each individual is heard, and recognized for their unique contributions, we'd love to talk.

A healthy work-life balance is important to us As such, schedules may include dayshifts, night shifts, weekdays, weekends, and holidays; to help create a schedule that will allow for life outside of work.

Job Duties:
Client Experience
- Provides exceptional client service and builds relationships with clients through service, respect, and professionalism.
- Contributes to smooth communication throughout a client’s visit and seeks answers to any client questions or concerns.
- Supports healthcare recommendations and helps educate clients on care or products that would enrich the life of their pet.
- Routinely contributes to the cleanliness and organization of the practice, to ensure all guests leave with a lasting positive impression of the hospital.

Patient Experience
- Focusses on the well-being and comfort of the patient while following best medicine and patient experience principles.
- Greets, handles, and treats pets with kindness, compassion, patience and skill using Fear Free techniques. Nurtures an environment that makes them feel safe and secure.
- Advocates for the patient. Helps provide an organized and calm procedural and patient flow throughout medical and treatment areas.

Culture Champion Communication
- Contributes to a positive, healthy culture in the workplace is team oriented.
- Uses a collaborative approach, assumes positive intent, and fosters open, proactive, and

cooperative relationships.
- Contributes, supports, and implements new ideas and positive changes for themselves, the team, and the hospital.
- Follows progressive patient care standards while supporting a positive work environment.
- Supports and participates in all voluntary and mandatory accreditations/regulations and training.

This includes AAHA, Fear Free, Hands Free Radiation, Great Places to Work, Employment

Standards, NBVMA, AAHA, WHMIS, OHS, etc.

Receptionist Duties
- Welcomes and supports clients and pets, adapting responses to reflect the situation.
- Efficiently and accurately performs clerical and reception duties, client and in-patient intake and discharge duties, schedules appointments, answers questions, and maintains front office and exam room flow.
- Acts as the liaison between clients and medical team and relays all necessary information timely and correctly. Identifies and addresses any issues.
- Sends client communications such as welcome letters, sympathy cards, and newsletters in accordance with clinic protocols approved timelines.
- Correctly enters client and patient information into PIMS and confirms it’s up-to-date at every visit.
- Tracks new clients/patients, frequency of visits, and meets predetermined goals for appointment and surgery fill rates.
- Assists in monitoring inventory of office supplies, prescription food and retail times that adheres to PMs guidelines. Makes efficient use of drugs and supplies.
- Identifies questionable or missed fees, and ensures that owners meet all financial obligations. Accurately performs daily invoicing, cash management and reconciliation.
- Is able to diffuse client conflict in a professional, hospitable and tactful manner. Escalates/refers when appropriate to Team Leader or Practice Manager.

Qualifications:

- Experience in the Veterinary industry preferred
- Veterinary Assistant or Medical Receptionist Certification is preferred
- Strong communication and interpersonal skills required
- Multi-tasking and organizational skills
- Ability to plan and prioritize
- A kind, compassionate, and responsible disposition
- Problem solving skills with the ability to adapt, be creative, and offer quick and effective

solutions
- Ability to work in teams and thrive in a fast-paced environment
- Proven ability to build and nurture relationships at all levels
- An approach that is progressive, strategic, humble, and achievement oriented
- A love for anima

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