Client Solutions Specialist

About the role

The Client Solutions Specialist ensures that all wellness plan patients are receiving their paid-for services and that we are receiving our payment for those services. This position involves maintaining all Wellness Plan paperwork, accounts, and payments, contacting clients who have failed to pay, handling cancellations, and managing accounts receivable.

Responsibilities

• Maintain all Wellness Plan paperwork
• Maintain all Wellness Plan accounts
• Enter payment information and set up recurring payments
• Run Wellness Plan Payments on the 1st and 15th
• Contact all clients who have failed to pay
• Maintain Decline Wellness Plan Accounts/Collections
• Handle all Wellness Plan Cancellations
• Maintain Accounts Receivable
• Add or change credit cards
• Schedule appointments
• Change Payment Dates
• Track daily Wellness Plans
• Provide empathetic, problem-solving support to clients and clinics

Personal requirements

• Be flexible in attitude and work habits
• Quickly learn our wellness plans and collections protocols and procedures
• Learn how to pronounce, know the meaning of, and spell commonly used veterinary terms
• Perform basic computer skills
• Physical Effort: Work requires sitting for extended periods of time, some light cleaning and restocking supplies as needed
• Working conditions: Difficult and stressful phone calls at times

Performance expectations

• Answer telephones and handle calls quickly, efficiently, and professionally
• Identify which clinic the client goes to and move easily between calls and clinics
• Answer client’s inquiries about our Wellness Plans
• Accurately add wellness plans, cancel wellness plans, upgrade and downgrade as needed
• Run daily reports and perform necessary tasks
• Take care of deceased pets reports and wellness plan cancellations following all protocols effectively
• Learn phone protocols to save Wellness Plans, de-escalate upset clients, and offer support to both clients and clinic staff
• Accurately handle payment transactions
• Identify the balance on a client’s account and guide them through the options for repayment
• Accurately and empathetically communicate balances due
• Conduct oneself in a confident and professional manner with clients even when the situations are stressful and/or focused on individual tasks
• Deal intelligibly, pleasantly, and efficiently with clients, often doing several things at one time
• Easily remember clients' names and patient’s names and use them
• Handle client correspondence including wellness plan cancellations, 30/60 and Final Notice responses, personal information change requests, and clinic as well as clients concerns
• Be available to work on the 1st and 15th of each month regardless of day of the week
• Be able to be on call for a weekend as scheduled
• Call for missed payments and run the payment with owner approval
• Understand the balance on an account and add the proper service fees where necessary and send appropriate emails and letters
• Follow collections policies and procedures
• Learn medical terms, learn canine and feline vaccine protocols, and be able to identify on invoices
• Memorize Forever Vets Core Values and Mission Statement and use them in your everyday work life
• Maintain a professional/welcoming appearance of our office through cleaning and organization

Benefits

At Forever Vets Animal Hospital, we believe in giving the best service to our community in whatever way we can serve. As a Client Solutions Specialist, you are expected to follow the hospital’s mission in providing the best customer service/support possible to all our clients and clinics while performing all previously-stated duties.

Pay

N/A

Schedule

N/A

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