Client Services Lead

Job Description

The purpose of the Client Services (Hospital) Coordinator position is to expedite medical and clerical support to the medical and reception staff related to animal patient care and treatments. The position requires a practical knowledge of hospital organization, standard procedures and services. Also, the basic rules and protocols for governing clients and patient care. A successful HC is a reliable, flexible, self-motivated individual, preferably with years of veterinary medical experience as a technician or veterinary assistant to be part of a 2-man team. Reception experience is also helpful in addition to the medical aspect as this position acts as a bridge between the reception and medical staff. The position is a daytime position in a Fear Free, high volume 24-hour, busy, animal hospital with 12 Drs and 80 support staff. The position is 3.5 days a week or approximately 42 hours a week. HC works 2 weekends a month. No major Holidays as we are ER only on those actual days. We offer medical insurance, 401k, and discounted medical services employees. Also, opportunities for CE and certifications such as the Fear Free Certification program.

Responsibilities/Job Description

• The core aspects of the position include but are not limited to monitoring and facilitating the flow of the regular and standby appointments of the day, emergencies, managing a nurse advice line, and helping Drs with screening and returning medical call backs, submitting referrals, and custom prescriptions

• Other priorities are giving direction to medical staff for Emergencies, Scheduled Appointments, Surgery check ins and Standbys to be sure they are taken in a timely manner and by the appropriate medical team member

• Directing technicians and Drs where to go next to keep the flow of appointments on schedule. Checking out their rooms or filling medications for their rooms so that they can move onto the next room or task

• Keeping the appointment/SB White Board up to date

• Communicating with PCC on lunches, techs or Drs who may need help

• Communicating with the drop off technician and direct Drs to help with drop off between rooms

• Providing miscellaneous support to all staff if necessary

• Monitoring and responding to the Nurse Advice Line in a timely manner in case patients who call need to come in or need a response before the Drs start going home for the day

• Bridging the gap between medical and reception teams - keeping communication flowing on appointments and standbys

• Keeping appointments and stand by pet parents up to date on wait time on arrival, as needed while waiting and if an emergency occurs to let them know how they may be impacted

• Submitting medical referrals and making sure the appropriate records and tests/imaging are submitted with the referral.

• Answering questions about and helping techs fill routine medication requests appropriately

• Must have the ability to multi-task, stop and start tasks with interruptions.

• Returning moderately medical call backs for Dr such as lab calls, recommendations and responding to owners' requests and questions for the Drs so that they can be available for appointments and drop offs

• Maintaining high level of communication with the Drs and keeping detailed up to date records on all communications between Drs and Pet parents

• Able to work a 12-hour shift. Able to sit, stand and be actively present moving about the hospital when needed.

• Ability to maintain calm when faced with emotional pet parents and situations and respond with compassion and professionalism.

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.

NVA, a community of approximately 1,400 premier locations consisting primarily of general practice veterinary hospitals in addition to equine hospitals and pet resorts, and Ethos Veterinary Health, which consists of 145 world-class specialty and emergency hospitals, are rooted in a culture of compassion and innovation.

NVA and Ethos Veterinary Health's innovative, collaborative approach underpins a shared commitment to delivering exceptional veterinary care. For more information, visit www.nva.com.

NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

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