Veterinary Client Retention & Administrative Specialist Function: Support Veterinary Department, Wellness Plan Member Retention, Client Retentions Reports To: Director of Veterinary Services Status: Full Time
The Veterinary Client Retention & Administrative Specialist focuses on retention of veterinary clients, specifically focused on wellness plan members. The Specialist will be a central support contact for any wellness plan member cancellation requests and aims to maintain all veterinary client/patient relationships current.
Retention & Administrative Specialist Job Duties:
Point of contact for clients that may be exploring alternative veterinary care. The Specialist seeks to understand the clients interest in alternative care options and help problem solve to retain the veterinary and/or resort business relationship.
Assists clients through wellness plan cancellation process when retention is not possible with a focus on partnership, fairness and compassion, in an attempt to leave a positive impression for future relationship opportunities.
Supports veterinary services clinics by assembling wellness plan reports to include, monthly wellness plan renewals report, wellness plan services outstanding report and others as needed
Maintains pet medical records by documenting all communication and changes to wellness plans for transparency with the veterinary team.
Ability to calculate clients outstanding balances and communicate and collect payments due.
Make outbound calls or emails to assist in essential communications to the role.
Investigates and collects on monthly wellness plan failed payments or adjusts the wellness plan and e-vet status to reflect balances due.
Updates job knowledge by participating in educational opportunities; reading professional journals etc.
Enhances service reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Administrative support for Veterinary Services corporate
Hiring Qualifications and Competencies:
Managing and Measuring Work
Drive for Results
Ability to multi-task - Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
Organizational ability Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order.
Intellectual ability Accurately and consistently follows instructions delivered in an oral, written or diagram format. Provide directions. Commitment to continual learning.
Mathematical ability Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement.
Computer skills Comfortably and confidently uses a computer and specialized software
Sales and marketing skills Educates clients on preventive care, pet health needs and wellness services, and enthusiastically promotes the benefits of wellness plans.
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; seeks out the most valuable work to do during slower times.
Integrity Firmly adheres to the values and ethics of Pet Paradise. 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 be confident via phone communications with clients
Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, or move) up to 25 pounds.
Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to reach and grasp, and visual acuity to use a keyboard, operate equipment and read information.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Some travel may be required for associate education.
Experience, Education, and/or Training:
Combination of education, training and experience that provides the required knowledge, skills, and abilities
Veterinary clinic experience preferred.
Wellness Plan experience preferred.
Veterinary technician certification, licensure, and experience preferred
Pet Paradise Resort