Client Care Coordinator

SUMMARY/OBJECTIVE

The Care Clinic Client Care Coordinator is responsible for overall operations of service counter and maintenance of clinic records. The Spay/Neuter Client Coordinator is the primary interface between the clinic and the public.

ESSENTIAL FUNCTIONS

Client Service Responsibilities

• Oversee operations of the client services area of the program.
• Ensure quality client service.
• Report employee or client issues to the Care Clinic Manager

Administrative Responsibilities

• Data entry of client information into computer.
• Maintain patient database. Ensure all patient information is entered and invoiced.
• Create and verify rabies certificates.
• Ensure that proper paperwork and information related to surgery goes home with each patient(s).
• Maintain accurate and complete records for each client.
• Provide complete client care (questions, re-check, telephone and in person appointments).
• Ensure that clients are informed and are comfortable with leaving their pets in our care.
• Execute follow-up calls to no-show clients regarding missed appointments. Return phone calls to program or provide messages to the appropriate party.
• Maintain supplies and restock when needed.
• Process daily deposits.
• Maintain accounts receivable for transport and rescue group partners.

Clinical Support/ Departmental Responsibilities

• Assist in clinic cleaning and maintenance, including processing laundry, sweeping, mopping, window cleaning, etc.
• Assist Care Clinic manager and Veterinary Assistant with patient monitoring or transport when needed.
• Communicate regularly with supervisors and coworkers to ensure that they are aware of any issues pertinent to their areas of responsibility.
• Participate in staff meetings to share ideas and suggestions for improving animal care and the quality of the organization as a whole.

COMPETENCIES

Professional Communication – oral and written.

Customer Service.

Ethical Conduct.

Strategic Thinking.

Teamwork.

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibility.

WORK ENVIRONMENT/ EQUIPMENT USE

• Indoors in a high noise air-conditioned/heated building, outdoors at shelter or on-location for various activities.
• This role routinely uses standard office equipment such as PC, printer, copy machine, fax machine, filing cabinets, telephone, as well as cleaning equipment and supplies.

PHYSICAL/MENTAL/SENSORY DEMANDS

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 100 pounds with assistance. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Regular exposure to animals and their bodily fluids, cleaning chemicals, fumes, dust, bites, and scratches. Duties are performed indoors in a high noise air-conditioned/heated building, outdoors at the shelter, or on-location for various activities. Must use self-care skills to combat compassion fatigue.

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time position. Work hours may vary and evening, weekend, and holiday hours will be required.

TRAVEL

No travel is required.

EDUCATION AND EXPERIENCE

(Indicate education, certification & experience based on requirements that are job-related and consistent with business necessity. ALSO, indicate whether it is "required" or "preferred" See example below.)

• High school diploma or equivalent is required.
• Associates Degree is preferred.
• Minimum of one (1) year of customer service experience is required.
• Strong proficiency with Microsoft Excel, PowerPoint, Word, Outlook is required, and experience with database software administration and reporting is strongly preferred.

SKILLS AND PROFICIENCIES

• Positive, optimistic outlook.
• Ability to handle multiple tasks in a busy workplace environment.

AAP/EEO STATEMENT

Young Williams Animal Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, gender, color, religion, sex, national origin, sexual orientation, age, disability or genetic information.