Client Services Assistant

Overview
The Henry and Lois Foster Hospital for Small Animals provides 24-hour care for pets 365 days of the year. Since 1979, we have offered high quality medical care, consultation, referral and emergency veterinary services for the care of dogs, cats and exotic pets. The hospital also serves as the primary clinical training environment for the veterinary students, interns and residents.

What You'll Do

The Client Service Assistant works as part of an integrated care team to provide high quality administrative support and service to external and internal customers. Responsibilities include greeting and registering clients, admitting and discharging patients, scheduling appointments, assisting callers and managing patient records. These functions are performed in the hospital lobby (as a greeter in the lobby) and the reception area. Specific allocation of responsibilities may change depending upon the needs of the hospital.

• Reception Coordination - Provide exemplary face-to-face client service including the following:
  • Welcome, direct and assist clients and patients from our hospital lobby (greeter with mobile work station) or at the reception desk
  • Serve as a liaison between clients and hospital services
  • Register and arrive clients (both scheduled and emergency). Review and update client and patient information. Review estimate with client and collect deposit. Request client signatures on the inpatient consent form and estimate. Review hospital visitation and discharge policies.
  • Coordinate discharges with clinical team, give client finalized discharge report, medication and pet food as directed.
  • Complete day-end reconciliation of financial transactions.
  • Schedule appointments for clients.
  • Report client safety issues to Campus Police and supervisor.
  • Follow new reception protocols under COVID-19 safety guidelines. This includes all client interaction via phone.
  • Utilizing Cisco Jabber and Avaya for internal and external communication.
• Medical Records - Manage all aspects of patients’ medical records including:
  • Scan client records into Stringsoft.
  • Ensure quality of scanned records.
  • Print and copy medical records for clients as requested.
  • Miscellaneous Support of the Medical Records Dept. on an as needed basis.
• Administration -
  • Appointment Management: Effectively manage clinician schedules including the following responsibilities:
  • Schedule initial and follow-up patient appointments with appropriate service and clinician. Cancel and reschedule appointments as needed.
  • Educate clients on hospital policies and protocols including financial policy.
  • Relay service-specific requirements and information to clients.
  • Establish medical record.
  • Coordinate and complete paperwork for drop-offs and discharges.
  Switchboard - Responsibilities include:
  • Receive and direct all incoming calls for SAH, HLA, Administration, and Wildlife.
  • Relay all inpatient updates to clients.
  • Call in emergency surgery teams.
  • Triage emergency calls and routing to the ER Staff as needed.
  • Locate clinical staff for priority calls
  • Take messages for all clinical staff.
  • Notify RDVMS of patient status.
  • Report any campus phone issues to Medford Telecommunication.
  • Respond to questions from the general public on hospital policy.
• Miscellaneous - Other duties as assigned by supervisor and assistant supervisor.
  • Attend and participate in monthly meetings.
  • Complete Client Service Certification program.
  • Create and write SOPs (standard operating procedures) as they pertain to your job.
  • Create and complete annual goals that enhance department operations.
  • Attend annual CE in client service, wellness and leadership

What We're Looking For

Basic Requirements:
Knowledge and experience typically acquired by:

• High School Diploma or equivalent
• 2 years of customer service experience
• Exceptional communication skills (both in person and by telephone).
• Ability to prioritize multiple responsibilities within a busy clinical setting.
• Ability to effectively work as a member of a diverse team of clinical and administrative professionals.
• Skilled in providing empathy and compassion to bereaved clients
• Basic computer skills including familiarity with Microsoft Office and the ability to learn the electronic medical record system. Able to type a minimum of 40 words per minute.
• Ability to lift up to 40 lbs. with or without accommodation.

Preferred Qualifications:

• Associate's Degree in relevant field of study. or
• Bachelor's Degree in relevant field of study.
• 3+ years of customer service experience, particularly in the fields of veterinary or human medicine
• Experience in the Animal or Veterinary Industry
• Exceptional Client Service Awards and/or acknowledgments
• Knowledge of medical/veterinary terminology
• Certifications in leadership development and/or client service areas

Pay Range

Minimum $20.50, Midpoint $24.40, Maximum $28.30

Salary is based on related experience, expertise, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.