Client Care Lead

Central Texas Veterinary Specialty & Emergency Hospital is looking for a Client Care Manager to join their team in Austin, TX!

The Client Care Manager plays an integral role and is responsible for maintaining the front of house duties. The Client Care Manager will supervise the client care team and will work to support the efforts of the entire team by being the first and last impression our clients have when visiting our hospitals or facilities.

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.

Essential Duties and Responsibilities:

• Trains new staff in office procedures, hospital flow medical terminology.
• Handle all incoming phone calls/emails and determine the immediacy of care needed.
• Perform all check-ins of clients.
• Handling related inventory and supplies.
• Perform all opening and closing reconciliation of cash.
• Assist in accounts receivable process as directed and perform and review end of day balancing and closings as  needed.
• Maintaining housekeeping including but not limited to all lobby areas, exam rooms, and general stocking of client or patient areas.
• Other duties as assigned.

Leadership Responsibilities:

• Performs all functions of a receptionist expertly as needed.
• Ability to adapt to an ever changing environment and handle stress and pressure calmly, with poise and tact.
• 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
• Help cover planned and unplanned CSR schedule changes.
• Ability to always maintain a calm and professional demeanor.
• Attend leadership meetings and disseminate information as necessary to CCR team
• Professionally communicate with clients and resolve client complaints.
• Assist in accounts receivable process as directed and perform and review end of day balancing and closings as needed.
• Participate in the hiring of all front desk team members.
• Evaluate performance on all new hire team members at 30, 60, and 90 days.
• Execute performance improvement plans as needed for front desk team members.

Qualifications:

• High School Diploma or GED required.
• At least 3 years of previous experience in the client service industry.
• 12+ months Veterinary Receptionist experience required, emergency experience preferred
• Experience with Microsoft Office suite products.
• Ability to multi-task, and time management skills.
• Ability to work within a team setting.
• Ability to communicate effectively.
• Ability to stand or sit at a computer station for long periods of time.
• Required to lift up to thirty (30) pounds.

Schedule: 

• Primarily swing shift but will provide overnight or weekend coverage as needed.
• Overtime may be required

Benefits Package: 

• Complimentary Short Term Disability
• Complimentary Life Insurance; with options to purchase additional voluntary benefits for self or family 
• Company Sponsored Employee Assistance Program (Headspace)
• 401K with 100% company match up to 3% and 4% company match for your 5% of contributions, eligible after 6 months of employment
• Florida Blue Insurance Plans with 3 tiered options; Kaiser for CA Residents
• Flexible Spending Account,  Health Savings Account or Health Reimbursement Account  options 
• United Healthcare Dental Insurance; includes a 100% paid premium option for team members
• United Healthcare Vision Insurance options
• Long Term Disability option (paid for by employee)
• Progyny-Fertility and Family Building Support
• Team Member Discounts for Pet Care
• Paid time off-inclusive of sick, personal, and vacation
• Digital Musculoskeletal Support
• Referral Bonus Program
• DailyPay on Demand
• Partnership with Purdue Veterinary Technology Program
• Pay: $23-26/hour, depending on experience

We are a proud United Veterinary Care Partner hospital. United Veterinary Care supports the unique culture and individuality of each partner hospital while empowering the hospital teams in their care for patients.

United Veterinary Care provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.