Veterinary Call Center Agent I (CARE)

Classification Title:

Veterinary Call Center Agent I (CARE)

Job Description:

The Call Center Agent for the Small Animal Hospital is a key role within our hospital. The candidate will serve as the primary contact for clients and referring veterinarians. The candidate is expected to build and maintain a beneficial hospital-client relationship. This position will be responsible for answering all incoming calls, which range from routine appointment scheduling to emergencies. The candidate will be responsible for maintaining multiple appointment schedules for both our doctors and our clients. Other job duties may include (but are not limited to): Client registration, medical records, invoice review, and payment collection. The candidate will be required to successfully educate clients on the wide variety of services offered by the services.

This position requires a composed and sincere individual who can fulfill the job duties even under stressful conditions. The individual must demonstrate a high degree of competence in the following skills: interpersonal, public relations, and communications. The ideal candidate will additionally demonstrate problem-solving initiative, confidence in handling customer interactions, and aptitude in building and maintaining a client base. A professional manner is required at all times.

Previous veterinary experience is preferred (knowledge of veterinary medical terminology, veterinary medicine, medical records, and billing systems). The individual will work with doctors, clients, and staff and must be able to develop friendly, professional relationships and maintain a positive attitude throughout all interactions. He or she must also possess the ability to empathize with clients that are distressed while at the same time remaining calm and professional.

ESSENTIAL FUNCTIONS OF THE JOB AND THE PERCENTAGE OF TIME SPENT ON EACH FUNCTION

List each essential function and assign a percentage based on the amount of time spent on that function. Percentages should not exceed 50%.

[Note: in compliance with the Americans With Disabilities Act (ADA), identify essential functions of a job required to be performed with or without reasonable accommodations. Requests for reasonable accommodations to facilitate the performance of essential functions will be given careful consideration.]

This position is of primary importance to the Small Animal Hospital in that the individual will be in contact with a large percentage of clients and therefore sets the theme of their continued relationship with the hospital. It requires a composed, sincere individual capable of handling a wide variety of situations even under the most stressful conditions. The individual must possess good public relations skills, excellent communication skills, initiative to problem solve, active listening skills, confidence in handling customer interactions, relationship building skills, projecting a professional image, patience and good interpersonal skills.

50% Call Center Operator

• Answer all incoming calls in a timely manner while maintaining professionalism and a positive attitude.
• Schedule appointments through Hospital Information System Provide estimates to callers and e-mail directions and other information
• Record messages for clinicians, residents, students, and staff. Answer inquiries, provide information, and transfer calls to appropriate individual/service.
• Consistently answering the phone with an appropriate sense of urgency, and providing accurate information with empathy and professionalism at all times.
• Following guidelines and prepared scripts; this includes but is not limited to: Greetings, financial obligations, emergency calls, placing on hold, taking messages, transferring calls, referring Doctors, ending calls)
• Remain aware of callers waiting in the queue and maintain minimal wait times.
• Review calls placed into voicemail throughout the day and answer in a timely manner – Transfer calls only after announcing callers and receiving the permission of the recipient.
• Document all client correspondence in Hospital Information System including all appointment cancelations in patient record.

20% Hospital workflow responsibilities

• Scanning medical records
• Assist with the preparation of medical transfers
• Regularly check fax inbox and distribute as required
• Maintain incoming online client communications throughout the day.
• Assist clinicians/residents/students/staff with various record-related requests; such as locating records/faxing/scanning etc.
• Keep new client folders updated and mail out medical record requests to clients and veterinarians
• Develop and maintain marketing and informational materials for all services
• Ensure referring veterinarians receive all communications regarding mutual patients – Keep work area clean and organized by dusting, picking up trash, and organizing.

20% Communication

• All communication with clients/clinicians/residents/students/staff and referring doctors are to be professional, respectful, and cordial at all times. – All messages must be documented in Hospital Information System and (if necessary) by e-mail.
• Ability to Educate owners about our services by describing them in detail. This includes the procedures that we offer, our utilization of the latest technology, and the current clinical trials available.
• Assisting clients with question and concerns
• Knowledge of all aspects governing our Pet Wellness Plans.
• Remaining calm and respectful during stressful situations and conversations, whether it is with a client, a referring veterinarian, or internal staff.
• Clarifying future appointment times and expectations with clients
• Communicate with the supervisor and hospital Director of problems or issues with clients – Educate owners about their visit and what to expect
• Schedule follow up appointments
• Participate at outreach events

05% Continuing Education and Staff Meetings

Must be able to document at least 15 continuing education hours every 2 years for AAHA compliance. Must attend staff meetings, your designated service meetings and any other meetings assigned by the manager

MARGINAL FUNCTIONS OF THE JOB AND THE PERCENTAGE OF TIME SPENT ON EACH FUNCTION

List each marginal function and assign a percentage based on the amount of time spent on that function. Marginal Functions should not exceed 10% total.

[Note: for purposes of ADA, these functions are marginal only to individuals covered under the ADA who are unable to perform these functions with or without reasonable accommodation because of a covered disability.]

05% Other miscellaneous duties as assigned.

SUPERVISION

Explain the type and extent of instructions or directions normally given to this position by the immediate supervisor AND list the class titles and position numbers of positions under the direct supervision of this position.

Works under direct supervision.

NORMAL WORK SCHEDULE

Specify days and hours this position is required to work as well as any variations from this schedule (ex: on call, shift rotations, seasonal extended hours, travel, etc.)

The Call Center is staffed Monday through Friday 7:00am–7:00pm. During the training period the

candidates’ normal working hours will be from 8:00am–5:00pm Monday through Friday. Once the training period is complete the candidate will then resume their regular shift hours: 8:00am-5:00pm or 8:00am -7:00am depending on what was discussed during the interview. Some days may require working until 7:00pm on a rotating basis to ensure adequate coverage. Some rotation/flexibility in scheduling and occasional Saturdays/Sundays may be required for team meetings and training.

The shift that is being hired for at this time is Sunday through Wednesday 8:00am-7:00pm (4 – 10 hr days)

Expected Salary:

$16-$17

Minimum Requirements:

High school diploma or equivalent and one year of relevant experience.

Preferred Qualifications:

• Experience with veterinary medicine in a general practice environment.
• Excellent customer service skills
• Good communication skills. Specifically, verbal proficiency (telephone and person-to-person) and above-average literacy skills (ability to read and compose grammatically correct sentences) are critical to the success of this position.
• Good computer skills
• Ability to deal with the public in a tactful and courteous manner
• Ability to plan, organize and coordinate
• Ability to perform basic arithmetic calculations involving money
• Knowledge of medical terminology, veterinary medicine, medical records, and billing systems
• Ability to make timely decisions
• Ability to work well within a team and perform duties with minimum supervision
• Ability to multitask as well as the ability to set and change priorities in a fast-paced, high-pressure environment while maintaining a positive attitude
• Ability to work accurately with attention to detail
• Ability to handle frequent interruptions and adapt to changes in workload and work schedule
• Ability to set priorities and solve problems
• Ability to sit for long periods of time

Special Instructions to Applicants:

In order to be considered, you must upload your cover letter and resume. 

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

This is a CARE position offering limited benefits, including health insurance and paid time off. When appropriate certifications are achieved, promotional opportunities to a level II title may be available. This position will also become eligible for transition into a TEAMS (staff) salary plan.

This position is eligible for veteran’s preference. If you are claiming veteran’s preference, please upload a copy of your DD 214 Member Copy 4 with your application for consideration. See our Veteran’s Preference Page for more specific information.

Health Assessment Required: Yes; Must be able to lift a minimum of 40 lbs, bend, kneel, pull, push, twist and stand for an extended period of time.

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