Veterinary Emergency & Critical Care Lead Client Service Representative - Overnights

The Lead Client Care Representative plays an integral role in the Advanced Veterinary Care provided Central Texas Veterinary Specialty & Emergency Hospital. This role goes hand in hand with our purpose statement of enhancing the quality of life for our patients.

In the performance of their respective tasks and duties all employees are expected to conform to the following: 

• Perform quality work within the scope of the mission and purpose statement of Central Texas Veterinary Specialty and Emergency Hospital. Work with personal accountability and exceptional morale.
• Interact professionally, with integrity and compassion toward coworkers, clients and patients in accordance with this organization's core values.
• Work effectively and independently while understanding the necessity for communicating and coordinating work efforts with other employees.
• Commit to providing excellent high-quality care of patients.

 All requirements listed in this job description are essential functions, some of which may require more responsibility and knowledge as the employee gains experience and/or is promoted.
Position Responsibilities All duties are performed under the responsible supervision of a licensed veterinarian as specified in Title 22, Part 24, Chapter 573 of the Texas Administrative Code.

• Trains new staff in office procedures, hospital flow and medical terminology.   
• Ability to adapt to an ever changing environment and handle stress and pressure calmly, with poise and tact.
• Handle all incoming phone calls, emails, text messages, and chats, responding to each with the immediacy of care needed.
• Perform all check-ins of clients. Handling inventory and supplies.
• Perform all opening and closing reconciliation of cash.
• Determining client’s visitation status within the practice management system
• Maintaining housekeeping including but not limited to all lobby areas, exam rooms, and general stocking of  client or patient areas.
• Performs all functions of a CCR expertly. 
• Willingness and ability to perform clean-up duties involving animal bodily fluids and waste including but not limited to urine, feces, vomit, blood, etc.
• Maintains advanced working knowledge of the practice management system including the ability to audit and  review patient visits and invoices. 
• Demonstrates full comprehension of triage criteria, common veterinary medical terms, procedures, and  conditions. 
• Troubleshoots and manages modes of hospital communication to the hospital team as well as to the client.  Promoting consistent communication within the team as well as with our clients. 
• Oversee maintenance of office equipment, computers, printers, and phones. 
• Inform management of any repair needs in the reception / lobby area
• “Go To” person for payment options, insurance information, and wellness programs.
• Contributes to the performance management of staff including annual reviews and disciplinary action - lead by the Client Care Manager
• Help cover planned and unplanned CCR schedule changes.
• Ability to always maintain a calm and professional demeanor.
• Professionally communicate with clients and resolve client complaints.
• Handle stress and pressure calmly, with poise and tact.
• Self-motivated, hard worker.
• Ability to multitask, prioritize and delegate appropriately.
• Willingness and ability to learn new tasks quickly.
• Ability to receive constructive criticism and accept responsibility for actions.
• Reliable and dependable.
• Common sense, good judgment and sense of humor.

 Qualifications 

• High School Diploma or GED required.
• At least 3 years of previous experience in the client service industry.
• 12 months Veterinary experience required, emergency experience preferred
• Experience with Microsoft Office suite and/ or Google Workspace products.
• Ability to multi-task, and time management skills.
• Ability to work within a team setting.
• Ability to communicate effectively.
• Must be willing and able to work nights/weekends/holidays as business needs dictate.
• Must be able to stand or sit at a computer station for long periods of time. 
• Must be able to lift up to 30 lbs. occasionally.

 Schedule 

• Overnights and weekends.
• Overtime may be required
• Expect to work at least one weekend shift per month

Benefits Package 

• Medical, Dental, and Vision insurance options, all starting the first of the month following the date of hire. 
• Short Term Disability paid for by employer  
• Complimentary Life Insurance $25,000; with options to purchase additional voluntary benefits for self or family  
• Co