Client Care Specialist

The Animal Dental Center in York, PA is hiring a full- time experienced Client Care Specialist to join our Specialty team! 
POSITION OVERVIEW:
Our practice is in need of skilled client care specialists to handle reception and front-office responsibilities. This is a full-time position (4-day per week, Tuesday-Friday). 

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.

BENEFITS

• 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.
• 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.

PRIMARY RESPONSIBILITES:
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. CSR is expected to read through discharge plans with clients.
• 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, et