Veterinary Client Service Representative - Lead

Thrive Pet Healthcare Specialists Albuquerque is looking for a Lead Client Service Representative to join the team!

What we offer:

• Health, vision, and dental insurance
• 401k match
• PTO
• Paid parental leave
• Paid purrental leave
• Pet care benefits
• Growth and development opportunities
• And much more!

Hourly Pay: Starting at $22/hour. The actual rate offered will carefully consider a wide range of factors, including skills, qualifications, experience, and location.

Responsibilities include, but are not limited to:

• Act as a liaison between front office and other department supervisors
• Identify and provide recommendations for potential problems, non-routine situations, work flow processes, and client service needs to the hospital manager
• Coach employees and direct reports
• Resolve informal client complaints, maintain and report on these issues to the hospital manager
• Provide top-notch customer service
• Identify and work compassionately with clients in various emotional states
• Answer and triage phone calls from clients
• Schedule appointments and schedule procedures
• Directs client and patient admissions and discharge operations
• Process payment transactions
• Perform end of day activities and routine banking deposits
• Maintain proper documentation in the electronic medical record
• Relay the appropriate information to/from clients to doctors and/or management
• Assist in cleaning the hospital including but not limited to: keeping reception desk area and lobby clean and sanitary, taking out the trash, laundry, cleaning floors, bathrooms, exam rooms, kitchen and kennels if needed
• Act as a primary point of contact for referring veterinary clinics and doctors
• Track and manage incoming referrals to ensure timely scheduling and communication
• Ensure referring veterinarians are kept informed of patient status, updates, and discharge summaries
• Maintain accurate referral logs and contact information for rDVMs
• Coordinate with doctors and medical staff to streamline the referral process
• Ensure a professional and courteous experience for referring clinics

Requirements:

• High school diploma or equivalent
• Previous customer service experience, preferably in veterinary or healthcare setting
• Strong communication and interpersonal skills
• Ability to multitask and work well under pressure
• Basic computer proficiency
• Knowledge of veterinary terminology and procedures
• Ability to lift up to 50 pounds, squatting, reach, and walking throughout the day
• Outstanding team skills