Client Care Specialist

COMPANY OVERVIEW
The Animal Dental Center (ADC) is a dental / oral-surgery only specialty practice with multiple clinic locations in Annapolis, Columbia, Towson, and York, PA For over 30 years, the mission at the Animal Dental Center has been to provide our patients with exceptional oral care by building a trusting partnership with pet owners in a warm and caring environment. Join our team of 11 doctors (including 6 Board-Certified (AVDC/EVDC) Diplomates), residents, and technicians at the forefront of one of today's most in-demand and fast growing specialty services. Our practice has a strong focus on client education, so if you have a passion for sharing knowledge and working as part of a very dedicated team, this is the position for you! We place high value on a close knit work environment and emphasize continuing education.

POSITION SUMMARY
Our practices are in need of skilled client care specialists to handle reception and front-office responsibilities. This can be a part-time (3-day per week) or full-time position (4-day per week). We currently have positions to fill in our Annapolis and Columbia, MD locations. Extra consideration will be given to full-time candidates willing to travel between our Columbia and Annapolis offices as needed.

We are seeking individuals who are passionate about animal care and have embraced the need for proper treatment of oral disease in veterinary practice today. Qualified applicants are neat, extremely organized, extroverted and outgoing, and enjoy thinking on their feet. Ideal candidates must possess a strong work ethic as part of a very dedicated team, be comfortable working free of direct supervision, troubleshooting and problem-solving on behalf of our doctors and management teams, and thrive in a fast-paced / high-reward professional environment. As a part of the CSR team, primary duties will include assessing customer needs, client education, and the coordination of services, treatments, or medical procedures and other activities on behalf of our clients and doctor teams. This position also requires a high practical knowledge of our hospital’s procedures, policies, and services; client and patient treatment protocols; accurate data input and transcription; and the ability to learn standard terminology, procedures, and necessary medical record keeping used in specialty oral surgery / dentistry / veterinary medicine.

CAREER RESPONSIBILITIES:
-- Client Relations

• As a primary contact to our customers, members of our CSR team are highly organized, enthusiastic, flexible, and solution-oriented. They exhibit a mature, caring, and empathetic personality for all our clients. They are driven individuals who enjoy taking initiatives to ensure all our clients have an amazing experience each and every time they visit us.
• Ability to efficiently juggle multi-line phone calls in a friendly and professional manner to schedule appointments, answer questions related to our services / fee schedule, provide client education, take referral or case information from RDVMs, and directly follow up with progress reports for hospitalized patients and client medical concerns.
• Client pre/post follow-up call(s) including 3-day advance confirmation for appointment or surgeries; requesting records from all related veterinary hospitals; give fasting instructions if indicated. All conversations with clients should be notated in the patient’s medical record and entries created for messages from clients or RDVMs to allow for efficient callbacks.
• Create a warm and welcoming space by greeting all clients and pets (by name if possible) immediately upon entering and ensuring any immediate client needs are addressed.
• Ensuring the lobby and exam rooms are organized, clean, and odor free.
• Check in all appointments and make sure all client and patient information is up to date.
• "Flip" estimates by communicating with the doctor(s) and technician team to finalize invoices and discharges for each surgical patient.
• As a specialty-only practice we seek to provide our clients and patients with the highest level of care from start to finish. CSR members should be able to confidently address challenging client or patient situations with grace and represent the hospital in promptly handling client concerns, complaints, arbitrating disputes, or resolving grievances.

-- Financial & Administrative

• Responsible for professional and efficient payment collection and processing while maintaining a high-level of confidentiality with all client information.
• Following up with clients about any outstanding invoices or missing examination fee deposits.
• End of day books / accounting close-out procedures as required to prepare deposits, etc.
• CSR team members must be able to discuss any costs, estimates, or fees with clients in a positive light while supporting all hospital payment policies.
• Our multi-doctor / multi-location practice(s) seek team members who are schedule optimization ninjas; possessing the uncanny ability to manage appointments for up to 10 doctors, route all calls efficiently, book appointments, and answer client questions in a consistently professional manner.
• Email / Fax referral reports, and medical notes from all procedures and hospital visits to referring veterinarians
• Attach all RDVM records, forms, lab results, etc into patient files in EzyVet.
• Check messages on voice mail.
• Clean and stock client restroom as necessary, or alert custodian to needs.
• Operate office machines to include postage scale, fax machine, computer, printer, photocopy machine, credit card machine, scanner, etc.

-- Skills & Knowledge

• Knowledge of the procedures used at ADC for receiving, treating, and scheduling patients.
• Computer / Technology proficiency and ability to learn practice management (Ezyvet) / medical / dental specialty software as necessary. Typing- minimum of 30wpm
• Excellent verbal and written communication skills and financial literacy as it relates to providing services for fee.

-- Education, Related Experience, Values, & Expectations

• Associates degree preferred. Minimum: High School Diploma and G.E.D.
• 3-5 years experience as a veterinary receptionist or involvement within veterinary medical practice (managerial experience, advanced certifications are a huge plus!)
• Maintain confidentiality with all ADC client information or otherwise.
• Support core values of Excellence, Integrity, Compassion, and Commitment to Continuing Education.
• Employee should possess traits such as honesty, innovation, teamwork, resilience, adaptability, resourcefulness, analytical skills, compliance and leadership.
• Ability to conduct yourself in a confident and professional manner with clients and coworkers even when situations are stressful. Comfortable with the authority to handle atypical or unusual situations.
• Dependable and flexible with working hours as our shift ends when the last patient goes home.

-- Physical / Work Environment

• Confidence and familiarity around pets
• Ability to lift 40 pounds
• Bending, stooping, crouching, kneeling, standing, walking are part of day to day work activities.
• Associates are exposed to a variety of pets that MAY bite or scratch, and on occasion, may be exposed to anesthesia, radiation, biological hazards and medication/controlled substances

BENEFITS

• Work with multiple Board-Certified (American Veterinary Dental College) doctors and residents with more than 50 years cumulative professional experience in Veterinary Dentistry / Oral Surgery.
• Grow within a highly progressive learning environment using state-of-the-art equipment and techniques.

But wait… There's more! We offer highly competitive salary rates based on experience and level of technical training/education starting at $18.50 per hour. Benefits also include full health care packages (after initial 30 days), PTO, CE compensation, 401(k) retirement options, significant personal pet discounts, uniform allowance, and exciting career path / developmental training.