Veterinary Coordinator-Neurology

Veterinary Specialty Center of Seattle
US - Washington - Lynnwood
November 4, 2024

Description

Position at Veterinary Specialty Center of Seattle

Veterinary Specialty Center of Seattle- Neurology Referral CoordinatorLynnwood, WAFull-timeCompensation: $19-24/hr-based on experienceThe right candidate:

has excellent communication skills
works well on a team as well as independently
has impeccable customer service skills

Why work at VSC of Seattle?

Veterinary Specialty Center of Seattle in Lynnwood offers 24-hour emergency and critical care for your pet. Our AAHA-accredited team includes emergency and board-certified veterinary specialists whose approach to veterinary medicine enables them to work together in support of our mission to improve the quality of life for pets and their owners.

Position Overview

The purpose of this position is to provide outstanding client service. The Referral Coordinator differentiates between routine and emergency cases, schedules appointments, processes payments, manages financial information, and communicates information between clients and staff.

The Referral Coordinator enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions.

Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients.

Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the RC who creates a good first and last impression on our Specialty clients. The importance of this role cannot be over-emphasized.

Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.

Primary Responsibilities

Telephone Communication

Returns phone calls promptly in the order in which they were received.

Creates appointments over the phone for clients, explaining the process based on the specific department.

Obtain history for the patient from referring veterinarian based on the department specifications.

Complete confirmation calls/texts with owners specifying special instructions based on the department requirements.

Answer phones/assist with CSR duties during downtime.

Client Relations

Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.

Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.

Uses active-listening skills to obtain all necessary medical and personal information from the client.

Discerns any potential client problems, complaints, or questions and handles them appropriately.

Communicates with clients as needed regarding invoices and the medical status of their pets.

Provides clients with any information or instructions they will need prior to their appointments.

Maintains knowledge of current wellness-care standards and common medical problems.

Maintains current client contact information.

Can provide referral information to clients regarding primary care vets, or other emergency clinics.

Hospitality

Monitors appointment schedule and communicates with clients about wait times.

Uses the client's and pet's names to personalize communication.

Creates account for new clients and walks them through the check-in process.

Creates a compassionate environment for clients discussing euthanasia.

Computer Use and Maintenance

Accurately enters and retrieves records and reports and maintains the database.

Generates financial and other reports using the computer system, as directed.

Marketing and Client Education

Promotes the hospital to persons inquiring about the practice, fees, and products/services.

Informs clients of suggested procedures to maintain their pets' good health.

Promote the practice's products and services to clients, making suggestions when appropriate.

Mails sympathy cards to clients.

Procedures and Protocols

Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.

Communicates basic patient preventative care protocols to clients.

Maintains knowledge of the practice's products and services.

Improves upon veterinary knowledge and skills by taking advantage of in-house education materials (e. g. , CDs, books, and videos) and by participating in continuing education, staff meetings, and in-house training.

Attends all staff and departmental meetings as requested.

Recordkeeping and Filing

Retrieves and re-files medical records accurately and promptly.

Purges inactive files as directed.

Updates client files and patient records as needed.

Scans medical documents.

Faxes medical records to requesters, with client requests. Directs rDVMs to VetLink portal.

Processes returned mail/postcards. Contacts client to verify and correct contact information.

Work directly with the referring community veterinarians to facilitate a smooth appointment process providing direct communication with the specialty doctors.

Patient Admittance

Retrieves client records and prepares needed forms in advance of clients' arrival.

Completes required forms, such as the new client form, patient visit form, and client report, and obtains all necessary information. Notes the source of client referrals.

Follows hospital policies regarding patient admittance.

Relays all necessary information to the veterinarians and technicians.

Triages urgent-care patients and communicates with the medical team as appropriate.

Patient Discharge

Verify all invoices are approved prior to client discharges.

Cash Handling

Accepts payments from the client. Accurately processes cash, checks, charge card payments, credit account payments, Care Credit, Scratchpay, and other forms of payment

Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a ban.

Read the full job description and apply online on the recuiter's web-site

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