Veterinary Receptionist (Client Service Coordinator)
Banfield Pet Hospital, American Fork, UT, United States
Summary
The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team, ensures good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly and efficient manner, influencing clients to return and refer their friends and families.
Essential Responsibilities
Live and exemplify the Five Principles of Mars, Inc. within self and team.
Actively recruit new clients by promoting hospital services and route the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
Maximize the number of pets seen by the hospital team through a productive and efficiently run hospital to support the needs of our wellness plan clients.
Provide professional, efficient and exceptional service at all times, encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet's health.
Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service.
Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments.
Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
Conduct administrative functions as necessary, and other job duties as assigned.
Five Principles
Quality – The consumer is our boss, quality is our work and value for money is our goal.
Responsibility – As individuals, we demand total responsibility from ourselves; as associates, we support the responsibility of others.
Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.
Efficiency – We use resources to the full, waste nothing and do only what we can do best.
Freedom – We need freedom to shape our future; we need profit to remain free.
Hiring Qualifications & Competencies
Leadership, Customer Focus, Peer Relationships, Integrity & Trust, Action Oriented, Listening, Functional Communication Skills, Client Service Skills, Priority Setting, Time Management.
Capabilities and Experience (Can Do)
Ability to multi-task – Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions.
Communication skills – Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary; demonstrates exceptionally strong written and verbal communication skills.
Organizational ability – Demonstrates a systematic approach in carrying out assignments, is very orderly and excels at cutting through confusion and turning chaos into order.
Problem solving skills – Demonstrates a strong ability to identify, analyze and solve problems, translating problems into practical solutions.
Client service skills – Consistently ensures the team provides the client with attentive, courteous and informative service.
Intellectual ability – Accurately and consistently follows instructions delivered in an oral, written or diagram format, can provide directions.
Mathematical ability – Ability to add, subtract, multiply and divide, compute rate, ratio and percent; convert units of measurement.
Computer skills – Comfortable and confidently uses a computer and specialized software, including Microsoft Word, Excel, Access, Outlook.
Attitudes (WillDo)
Initiative – Shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures.
Takes on additional responsibility when both big and small tasks need to be done.
Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals, exhibits honesty, discretion, and sound judgment.
Cooperativeness – Willing to work with others, collaborating and compromising where necessary; promptly shares relevant information with others.
Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned.
Independence – Able and willing to perform tasks and duties without supervision.
Tolerance for Stress / Resiliency – Maintains a positive can do outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
Special Working Conditions
Ability to work at a computer for long periods of time. Ability to be confident around pets (dogs, cats, birds, reptiles, etc.). Client needs and work volume may often require more than 40 hours per week. This position requires special hours including working weekends and evenings. Requires mental processes for reasoning, remembering, mathematics and language ability (reading, writing, speaking English) to perform duties proficiently. Requires sufficient ambulatory skills to perform duties while at hospital; able to stand, walk, stoop, kneel, crouch, climb, and manipulate (lift, carry, move) up to 50 pounds. Requires good hand-eye coordination, arm-hand-finger dexterity, visual acuity, color vision, peripheral vision, depth perception, ability to adjust focus. Associate is routinely exposed to a variety of pets that may bite or scratch, and occasionally exposed to anesthesia, radiation, biological hazards and medication/controlled substances.
Experience, Education and Training
High School Diploma or equivalent preferred. Must be at least 18 years old to perform duties involving radiography (x-ray) and exposure to radioactive substances. One year related experience required with customer service preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.
Equal Opportunity Employer Statement
We are a drug-free, smoke-free, equal opportunity employer. Company policy, federal and state laws forbid discrimination because of age, color, race, religion, sex, disability, sexual orientation or national origin.
Pay Range
$15.00 - $18.69 hourly. The range reflects a general hiring range for the area, with the specific rate determined based on the candidate’s experience, skill level, and education, and may vary depending on location or applicable minimum wage laws.
Benefits
Comprehensive Medical, Dental, and Vision Insurance.
Generous Retirement Plans (401(k) and Roth).
Best-in-Class Student Debt Relief Program (for Full-Time DVMs).
Paid Time Off and Holidays.
Top-Tier Mental Health and Wellbeing Resources.
Associate Life Insurance (company-paid) & Supplemental Life Insurance.
Company-Paid Short- and Long-Term Disability.
Flexible Spending Accounts (FSA).
Health Savings Account (HSA).
Paid Parental Leave.
Continuing Education Allowance (for Eligible Positions).
Back-Backup Child and Elder Care & Family Support Resources.
Fertility and Family Building Support.
Digital Exercise Therapy.
Voluntary Protection Benefits.
Legal Plan.
Identity Protection.
Commuter Benefits.
Three Free Optimum Wellness Plans for Pets.
Exclusive Discounts.
Benefits eligibility is based on employment status. Full-time (FT) Associates are eligible for all benefit programs (Student Debt Program available for FT DVMs only); Part-time Associates are eligible for those benefits with an asterisk (*).
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The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team, ensures good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly and efficient manner, influencing clients to return and refer their friends and families.
Essential Responsibilities
Live and exemplify the Five Principles of Mars, Inc. within self and team.
Actively recruit new clients by promoting hospital services and route the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
Maximize the number of pets seen by the hospital team through a productive and efficiently run hospital to support the needs of our wellness plan clients.
Provide professional, efficient and exceptional service at all times, encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet's health.
Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service.
Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments.
Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
Conduct administrative functions as necessary, and other job duties as assigned.
Five Principles
Quality – The consumer is our boss, quality is our work and value for money is our goal.
Responsibility – As individuals, we demand total responsibility from ourselves; as associates, we support the responsibility of others.
Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.
Efficiency – We use resources to the full, waste nothing and do only what we can do best.
Freedom – We need freedom to shape our future; we need profit to remain free.
Hiring Qualifications & Competencies
Leadership, Customer Focus, Peer Relationships, Integrity & Trust, Action Oriented, Listening, Functional Communication Skills, Client Service Skills, Priority Setting, Time Management.
Capabilities and Experience (Can Do)
Ability to multi-task – Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions.
Communication skills – Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary; demonstrates exceptionally strong written and verbal communication skills.
Organizational ability – Demonstrates a systematic approach in carrying out assignments, is very orderly and excels at cutting through confusion and turning chaos into order.
Problem solving skills – Demonstrates a strong ability to identify, analyze and solve problems, translating problems into practical solutions.
Client service skills – Consistently ensures the team provides the client with attentive, courteous and informative service.
Intellectual ability – Accurately and consistently follows instructions delivered in an oral, written or diagram format, can provide directions.
Mathematical ability – Ability to add, subtract, multiply and divide, compute rate, ratio and percent; convert units of measurement.
Computer skills – Comfortable and confidently uses a computer and specialized software, including Microsoft Word, Excel, Access, Outlook.
Attitudes (WillDo)
Initiative – Shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures.
Takes on additional responsibility when both big and small tasks need to be done.
Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals, exhibits honesty, discretion, and sound judgment.
Cooperativeness – Willing to work with others, collaborating and compromising where necessary; promptly shares relevant information with others.
Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned.
Independence – Able and willing to perform tasks and duties without supervision.
Tolerance for Stress / Resiliency – Maintains a positive can do outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
Special Working Conditions
Ability to work at a computer for long periods of time. Ability to be confident around pets (dogs, cats, birds, reptiles, etc.). Client needs and work volume may often require more than 40 hours per week. This position requires special hours including working weekends and evenings. Requires mental processes for reasoning, remembering, mathematics and language ability (reading, writing, speaking English) to perform duties proficiently. Requires sufficient ambulatory skills to perform duties while at hospital; able to stand, walk, stoop, kneel, crouch, climb, and manipulate (lift, carry, move) up to 50 pounds. Requires good hand-eye coordination, arm-hand-finger dexterity, visual acuity, color vision, peripheral vision, depth perception, ability to adjust focus. Associate is routinely exposed to a variety of pets that may bite or scratch, and occasionally exposed to anesthesia, radiation, biological hazards and medication/controlled substances.
Experience, Education and Training
High School Diploma or equivalent preferred. Must be at least 18 years old to perform duties involving radiography (x-ray) and exposure to radioactive substances. One year related experience required with customer service preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.
Equal Opportunity Employer Statement
We are a drug-free, smoke-free, equal opportunity employer. Company policy, federal and state laws forbid discrimination because of age, color, race, religion, sex, disability, sexual orientation or national origin.
Pay Range
$15.00 - $18.69 hourly. The range reflects a general hiring range for the area, with the specific rate determined based on the candidate’s experience, skill level, and education, and may vary depending on location or applicable minimum wage laws.
Benefits
Comprehensive Medical, Dental, and Vision Insurance.
Generous Retirement Plans (401(k) and Roth).
Best-in-Class Student Debt Relief Program (for Full-Time DVMs).
Paid Time Off and Holidays.
Top-Tier Mental Health and Wellbeing Resources.
Associate Life Insurance (company-paid) & Supplemental Life Insurance.
Company-Paid Short- and Long-Term Disability.
Flexible Spending Accounts (FSA).
Health Savings Account (HSA).
Paid Parental Leave.
Continuing Education Allowance (for Eligible Positions).
Back-Backup Child and Elder Care & Family Support Resources.
Fertility and Family Building Support.
Digital Exercise Therapy.
Voluntary Protection Benefits.
Legal Plan.
Identity Protection.
Commuter Benefits.
Three Free Optimum Wellness Plans for Pets.
Exclusive Discounts.
Benefits eligibility is based on employment status. Full-time (FT) Associates are eligible for all benefit programs (Student Debt Program available for FT DVMs only); Part-time Associates are eligible for those benefits with an asterisk (*).
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