ECC Client Care Representative Team Lead

Company: United Veterinary Care
Location: Round Rock
Posted on: May 29, 2023

Job Description:

Description

Position at Central Texas Veterinary Specialty & Emergency Hospital- Round Rock

Emergency & Critical Care Client Care Team Lead

Job Overview:
The Emergency Client Care Team Lead is an integral member of the CTVSEH leadership team who
reports directly to the Emergency Client Care Director (ECCD). This position provides excellent
customer service to Central Texas Veterinary Specialty & Emergency Hospital patients, clients, and
referring veterinarians. To assist with all doctor office needs.

In the performance of their respective tasks and duties, all employees are expected to conform to the
following:
--- High-quality care of patients and clients.
--- Answer multiple line phones.
--- Greet clients upon arrival and seek assistance for immediate triage cases.
--- Appropriately prepare billings, receipts, and collect and record all payments for services rendered.
--- Explain hospital policy as it applies to payment for services rendered.
--- Faxing, filing, scanning, and mailing when necessary.
--- Phone clients and referral DVMs with updates when necessary.
--- Performing end-of-shift duties, including cleaning the lobby and completing cashier logs,
conducting cash audits when necessary.
--- Properly use the practice management and workflow management software for patient check-in
and discharge.
--- Assess the lobby waiting area and exam rooms for changing conditions of patients waiting to be
seen.
--- Compassionately support clients throughout their visit to the emergency hospital.
All requirements listed in this job description are essential functions, some of which may require
more responsibility and knowledge as the employee gains experience and/or is promoted.

Position Responsibilities:
--- Delegate responsibilities to client care team members to ensure efficient use of scheduled staff at all
times.
--- Submit EODs to the accounting department as assigned.
--- Perform quality work within the scope of the mission and purpose statement of Central Texas
Veterinary Specialty & Emergency Hospital.
--- Work with personal accountability and exceptional morale.
--- Interact professionally and with integrity and compassion with coworkers and clients and patients in
accordance with our 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 to patients and clients.
--- Expected to get coverage or provide coverage when short-staffed.
--- Create a cooperative, seamless environment between SC and EC teams.
--- Working cooperatively with other team leads at all locations so that all processes between day and
night are the same and effortless.
--- Provide leadership and supervision to client care staff.
--- Help coworkers solve equipment problems or debug ezyVet software issues if possible. Ex: card
terminals, phones, computers, fax, etc. If the problem continues, redirect to IT Freedom for
phones/computers and HRM for other problems, if needed.
--- Working with the EC Client Care Director with Inventory and the ordering of Hospital Forms.
--- Working with the EC Client Care Director for the interviewing, hiring, and training of new client care
staff.
--- Prepare and oversee the preparation and coverage of the client care staff work schedule ensuring that
overtime is avoided as much as possible and adapting it for sick or vacation time.
--- Has permission to accrue overtime if necessary and must give permission for other client care staff to
accrue overtime covering shifts when required.
--- Ensuring that the front desk will not be understaffed.
--- Supervising the client care staff to assure that behavior is appropriate and that work is completed
correctly and on time.
--- Being involved in the evaluations of all client care staff. Make recommendations for future goals
and/or career development within the hospital.
--- Ensuring that vital information is communicated to all client care staff.
--- Lead client care team meetings.
--- Making corrections and amendments to the Client Care Manual of Policies and Procedures after
approval from the hospital administrator.
--- Teach improvement skills for team growth (by attending seminars and getting feedback from doctors
and clients).
--- Maintaining customer satisfaction by addressing issues with clients as much as possible, before or
without having to involve Hospital Relations Manager/Administrator or a Doctor.
--- Responsible for checking and responding to interoffice emails.
--- Meet with team members when mistakes are made, policies and procedures are not followed and
provide document write-ups as needed.
--- Responsible for rewarding team members for accomplishments.
--- Consistent, on-time arrival at work each day you are scheduled to work.
--- Consistent, regular attendance when you are scheduled to work.
--- Always be in position and prepared to work at the start of each shift.
--- Excellent communication skills.
--- Ability to work well with others as a team.
--- Flexibility and the ability to adjust to a changing environment.
--- Handle stress and pressure calmly, with poise and tact.
--- Self-motivated, hard worker.
--- Ability to multitask, prioritize and delegate appropriately.
--- Willingness and ability to learn new tasks quickly.
--- Ability to receive constructive criticism and accept responsibility for actions.
--- Reliable and dependable.
--- Common sense, good judgment, and a sense of humor.
--- Assess the lobby waiting area and exam rooms for changing conditions of patients to be seen.
--- Perform end-of-shift duties, including cleaning the lobby/exam rooms and completing cashier logs.
--- Compassionately support clients throughout their visits to the emergency room.
--- Follow the Client Care job responsibilities checklist for Emergency Care.
--- Properly use the practice management and workflow management software for patient check-in and
discharge.
--- Faxing, filing, scanning, mailing
--- Explain hospital policy as it applies to payment for services rendered.
--- Greet clients upon arrival and seek assistance for immediate triage cases.
--- Answer multiple line phones.
--- High-quality care of patients and clients.
Administrative - Essential Functions:
--- Work with HRMs and other leaders to ensure that the hospital and its employees are in compliance with
federal and state animal health laws and regulations including OSHA.
--- Inform the HRMs, Doctor in Charge, and/or CEO of any regulatory issues.
--- Assist hospital management with the creation and adjustment of hospital procedures and protocols.
--- Assist in the formulation and revision of standard operating procedures (SOP).

Qualifications:
1. High School Diploma or equivalent.
2. Minimum of 2 years of customer service experience required.
3. Excellent customer service skills are required.
4. Proficient in the operation of basic office equipment.

Special Position Requirements:
--- Overtime and rotating Saturdays may be required.
--- Work under the direct supervision of the Hospital Relations Manager.
--- The Team Lead will recognize client service situations and refer them to the Hospital Relations
Manager with recommended solution(s).

Benefits Package:
--- Medical, Dental, and Vision insurance options, all starting the first of the month following the date
of hire.
--- 401K with company match.
--- Flexible Spending Account or Health Savings Account options are included.
--- Long Term Disability options.
--- Short Term Disability, paid for by the employer.
--- Complimentary Life Insurance is $15,000; with options to purchase additional voluntary benefits
for self or family.
--- Personal pet discounts.
--- Partnership with Purdue University's online Licensed Veterinary Technician Program.

Skills and Knowledge:
-Requires knowledge of hospital procedures outlined in the current employee manual including those
that are implied (reasonable expectations).
-Proficient in spelling and the meaning of commonly used veterinary terminology in order to accurately enter specific information onto patient records.
-Requires strong customer service skills.
-Strong leadership, communication, and motivational skills are a must-have. In addition, the ideal team
leader has the ability to direct, guide, and assist their staff with varying personalities and
communication skills.
-The team leader must have the ability to show unbiased judgment when managing people and make
fair, just recommendations in regard to personnel issues and/or disciplinary action.

Physical Effort:
While performing the duties of this job, the employee is frequently required to bend, stoop, walk, and
stand for extended periods of time. Required to lift up to forty (40) pounds. Employees will be expected
to request assistance when lifting or carrying animals or materials over 40 pounds.

Work Requirements:
While performing the duties of this job, the employee is exposed to hazards associated with aggressive
patients, infected animals, and controlled substances. Exposure to unpleasant odors and noises,
exposure to bites, scratches, and animal wastes. Possible exposure to contagious diseases.

Working as a Client Care Representative at Central Texas Veterinary Specialty & Emergency Hospital
is a challenging and rewarding career. Client Care Representatives are expected to be active
participants in our mission to provide the highest quality care to our clients and their pets.

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