Client Care Associate

About the role

The Client Care Associates/CSR at Helping Hands Veterinary Surgery and Dentistry of Florida are the first and last impressions clients have when visiting the hospital. They support the entire team by greeting visitors, handling phone calls, explaining procedures, managing schedules, and communicating with clients.

Responsibilities

• Greet and welcome each visitor and assess their reason for coming.
• Handle incoming phones calls/emails/Otto and determine the immediacy of care needed.
• Be a good representative of “Helping Hands” and sympathize with client needs.
• Review and explain estimates with clients, post invoices, and check clients out of clinic.
• Facilitate communication between the technicians, doctors, and clients.
• Aid the doctor’s and fellow coworkers.
• Communicate visit expectations to clients, assist owners with pet management, and minimize unsafe situations.
• Update clients of a patient status.
• Manage real and perceived emergency situations to maximize client service and minimize schedule disruption.
• Handle cash, credit, and debit card transactions, appropriately document financial transactions in the Practice Management System.
• Schedule appointments.
• Manage walk-in clients, vendors, and visitors to the clinic.
• Handle difficult clients and stressful situations.
• Collect patient history records and upload to current patient file.
• Receive, send, and respond to emails, texts, faxes, and other online requests.
• Monitor “no show,” late appointments, or cancellations and communicate with clients regarding policies.
• Maintain housekeeping including but not limited to all lobby areas, examine rooms, and general stocking of client or patient areas.
• Other duties as assigned.

Qualifications/Requirements

• Minimum one year of previous experience as a veterinary client service representative.
• Ability to multi-task, delegate, and manage time effectively.
• Strong, respectful, and friendly communication skills with coworkers and clients.
• Flexibility and the ability to adjust to a changing environment and handle stress calmly.
• Attention to detail and willingness to ask questions or voice concerns when necessary.
• Self-motivated, hard worker, and willing to learn new tasks and learn quickly.
• Able to receive criticism and accept responsibility for actions.
• Participate and engage in huddles and meetings.
• Bilingual (English/Spanish) preferred but not required.

Physical Requirements

• Ability to stand or sit at a computer station for long periods of time.
• Must be able to lift up to 30 lbs occasionally.
• Be able to have sustained contact with multiple species of animals and be amenable to learning the safe handling, restraining, and working with these animals.
• Not allergic to any species of animals to the extent that would prohibit working in a facility that has them.