Client Care Coordinator

About the Role

The Client Care Coordinator serves as a receptionist at North Penn Animal Hospital, performing record-keeping, clerical duties related to animal patient care, and providing support to the veterinary practice manager and healthcare team. Responsibilities include reception (visitor and telephone), maintenance of veterinary medical records, account maintenance, cash processing, data entry, word processing, and mail service.

This role requires knowledge of hospital organization, veterinary medical terminology, data transcribing, and standard procedures used in the hospital.

Responsibilities

• Uphold and model the NPAH mission statement.
• Provide friendly, quality client care to patients and clients.
• Handle incoming calls, screen and route calls, and manage routine inquiries, including providing information about veterinary services and sub-professional advice on animal care.
• Follow hospital policies for immediate treatment requests and reassure distressed pet owners.
• Determine immunization and test status, recommend updates, and perform follow-up and reminder calls.
• Schedule appointments, gather necessary patient/owner data, and prepare required forms in advance.
• Check clients in and out, review services rendered, verify charges, and process payments (cash, credit cards, payment plans).
• Perform end-of-day procedures, including reconciling invoices, balancing the cash drawer, running reports, and preparing bank deposits.
• Open and close the practice as directed.
• Sell specialty merchandise (e.g., pet grooming aids) and provide product demonstrations.
• Process veterinary prescription refill requests with accurate medication and dosing information.
• Collect lab specimens, match them to patient records, and submit them for processing.
• Update client files, prepare thank-you/welcome cards, and follow up with clients for missed visits.
• Enter and retrieve data in the computer system, including medical/financial records, reminders, and correspondence.
• Perform clerical duties such as mail handling, typing, and supply ordering/stocking.
• Work collaboratively with all employees to support hospital operations.
• Perform other duties as assigned.

Requirements

• Strong organizational skills.
• Excellent verbal and written communication skills, with exceptional interpersonal abilities.
• Knowledge of hospital procedures, appointment scheduling, medical records, and veterinary terminology.
• Familiarity with standard veterinary procedures, records, and terminology.
• Proficiency in English grammar, spelling, and composition.
• Ability to work independently and follow directions.
• Strong client service skills, with tact and diplomacy for handling distressed pet owners.

Physical Effort

• Frequently move about the reception area to file, use office equipment, and assist clients.
• Regularly transport inventory (up to 40 lbs, occasionally 50 lbs).
• Frequently bend, stand, stoop, walk, sit, talk, and listen; work in a bent position.
• Transport patients to scales and assist with weighing.
• Communicate effectively with clients and team members.
• Use hands to manipulate, handle, or feel; reach with hands and arms.
• Capture and restrain animals, occasionally handling dogs over 150 lbs with assistance.

Work Environment

• Exposure to hazards from aggressive patients, infected animals, and controlled substances.
• Exposure to unpleasant odors, noises, bites, scratches, and animal waste.
• Possible exposure to contagious diseases.
• Compliance with federal/state animal health laws, OSHA, and DEA regulations.

Essential Functions

• Administer phone calls professionally, including scheduling appointments and recording messages.
• Greet clients hospitably, check them in/out, and process payments.
• Input data into computer systems and manage records.
• Open and close the practice.
• Perform clerical duties, including mailings, cleaning, and document preparation.
• Multitask effectively.
• Maintain regular attendance and timeliness.
• Perform physical activities such as bending, standing, stooping, and lifting (up to 50 lbs).