Client Service Coordinator

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Why Problem Resolution is important:
Problems are very likely to occur at some point during your relationship with your clients. Positively resolving a client’s problem when it is reported to you improves a client’s overall experience and keeps them loyal. It is important to remember that the “problem” typically isn’t with the quality of medicine provided but with a breakdown in the communication or understanding between the client and the hospital team.

It is equally important to remember that every Banfield associate influences a client’s experience and they should feel comfortable addressing any concerns a client may have both quickly and efficiently.

• Pay attention to a client’s body language and what their words and behavior are telling you about their experience. Pay similar attention to your own body language – it is critical that you communicate clearly and honestly with a client that you want to listen patiently, understand completely, and resolve their concern fairly.
• Validate the client’s concerns with an empathy statement and thank them for bringing the problems to our attention.
• Give the client the opportunity to voice his/her concerns without interruption or argument. Sometimes a client just wants to be heard and have their concerns validated. This alone may rectify the situation or at the very least show the client that you are willing to work towards a common result.
• Consider inviting the client into an exam room where you can discuss the issue privately
• Address the concern quickly. One of the quickest ways to establish a client’s expectations is to ask them what you can do to rectify the situation. Once you have an idea of what your client wants, you can identify and offer solutions.
• If you are unable to help resolve the concern immediately, then let the client know that you would like to make your Practice Manager aware of the concern. Ask the client for some time to discuss the matter and have the PM contact them. Ensure you have valid contact information and provide an expectation for the follow up contact. “I would like to share these concerns with my Practice Manager and have her/him call you to discuss them further.
  
  Is there a preferred contact number and day/time for her to reach you? Our Client Service Coordinators have the critical and demanding role of often being the first and the last friendly, welcoming and professional representatives of our practice. This can include, but is not limited to, meeting face to face, talking on the phone and involving clients in shared decision making.
  
  BEST PRACTICES FOR CSCs:
• Maintain a clean and orderly lobby and reception desk.
• Review the schedule during the day so you can provide appropriate options to clients seeking both SDA appointments and future appointments – whenever possible, say yes to your client’s requests. έ Follow up on online appointment requests in a timely manner
• Answer the phone with enthusiasm / empathy depending on the situation.
• Ensure any messages or questions from the client are relayed to the doctor as quickly as possible. έ Set a realistic expectation for a return call with the client and ensure this is also communicated to the doctor.
• Greet the client in a timely fashion and acknowledge the client and pet by name. έ Provide a warm greeting, with a friendly voice and a pleasant demeanor. έ Introduce yourself and make eye contact when speaking with the client.
• Update clients on wait times or delays έ When possible, contact a client prior to their appointment time to inform them of any known delays and offer to reschedule their appointment or ask if they’d rather drop off έ If the client has been waiting for more than 5 minutes, apologize for their wait, provide them with an update to their expected wait time and the reason for the wait.
  
  For example, “I am so sorry for your wait Ms. Smith. Dr. Anderson is running a little behind and is just finishing with her last room. Your Vet Tech, Alison, should be up in the next 5…