Client Service Coordinator - Shift Lead

Overview

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The ratio of time spent on leadership duties and paraprofessional responsibilities will vary depending on the hospital situation; the Shift Lead must use good judgment in prioritizing their duties on any given day, ensuring hospital productivity. On average, the ratio is expected to be about 20% leadership duties (primarily when the Practice Manager and/or Chief of Staff are not present) and 80% paraprofessional duties.

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Perform the duties of a CSC and/or veterinary assistant/technician, which may include the following:
• Actively recruit new clients by promoting hospital services.
• Manage routing the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
• Maximize the number of pets seen by the hospital team through a productive and efficiently run hospital to support the needs of our wellness plan clients.
• Provide professional, efficient and exceptional service at all times, including encouraging hospital visits, welcoming clients and pets, ensuring comfort, educating on pet health, performing or preparing procedures that do not require veterinarian or veterinary technician assistance, completing preparatory work for other procedures, and monitoring hospitalized or surgical pets as allowed in the state practice acts.
• Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
• Assist incoming clients by completing required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments.
• Manage finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Act as the extra eyes, ears and hands for the veterinarian and veterinary technician to ensure the best quality pet care and to maximize productivity, and communicate with other associates to maintain patient flow.
• Obtain relevant information and history from clients and maintain proper and complete medical charts.
• Ensure the safety of pets, clients and associates by utilizing safe restraining techniques, following standard protocols, and maintaining clean, sterile and organized treatment areas, exam rooms and labs.
• Assist with surgery as applicable and utilize technical skills within state practice acts and NAVTA guidelines for veterinary assistant skills and duties.
• Conduct administrative functions as necessary.

• Assist Practice Manager in developing an efficient, productive hospital team that provides high quality care and service, following Banfield protocols and applicable laws, and focus the team to achieve practice priorities while building our culture and brand.
• Support Practice Manager in hospital labor management, which may include adjusting paraprofessional team schedules on a shift-by-shift basis.
• May assist Practice Manager in the selection, training, and day-to-day supervision of the paraprofessional team to ensure quality medical care, exceptional client service, associate engagement and maximum productivity.
• Provide professional, efficient and exceptional client service (lead by example), including client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues.
• Assist Practice Manager in creating an environment where a team can deliver quality, efficient and effective veterinary care to pets.
• Foster an environment that engages associates, where they do their best and feel good about being a member of the team.
• Provide effective communication between associates, clients, hospital leadership and Central Team Support.
• Ensure all hospital associates adhere to dress and grooming guidelines.
• Ensure hospitalized pets are prepped and all equipment is ready for surgery. Assign cases to VAs and clarify daily responsibilities.
• Prepare the team for cases scheduled for the day, assist with transfers from the previous day or external referrals to ensure continuity of care; triage the treatment board.
• Identify bottlenecks and help formulate solutions to remove barriers in medical operations that would impede doctors from providing world-class preventive care and client service.
• Consult with field leadership on client resolution decisions, invoice adjustments and client experience exceptions.
• Train and mentor new paraprofessional associates. Perform quality checks on…