| Job Description: | The Call Center Agent for the Small Animal Hospital is a key role within our hospital. The candidate will serve as the primary contact for clients and referring veterinarians. The candidate is expected to build and maintain a beneficial hospital-client relationship. This position will be responsible for answering all incoming calls, which range from routine appointment scheduling to emergencies. The candidate will be responsible for maintaining multiple appointment schedules for both our doctors and our clients. Other job duties may include (but are not limited to): Client registration, medical records, invoice review, and payment collection. The candidate will be required to successfully educate clients on the wide variety of services offered by the services.
This position requires a composed and sincere individual who can fulfill the job duties even under stressful conditions. The individual must demonstrate a high degree of competence in the following skills: interpersonal, public relations, and communications. The ideal candidate will additionally demonstrate problem-solving initiative, confidence in handling customer interactions, and aptitude in building and maintaining a client base. A professional manner is required at all times.
Previous veterinary experience is preferred (knowledge of veterinary medical terminology, veterinary medicine, medical records, and billing systems). The individual will work with doctors, clients, and staff and must be able to develop friendly, professional relationships and maintain a positive attitude throughout all interactions. He or she must also possess the ability to empathize with clients that are distressed while at the same time remaining calm and professional.
ESSENTIAL FUNCTIONS OF THE JOB AND THE PERCENTAGE OF TIME SPENT ON EACH FUNCTION
List each essential function and assign a percentage based on the amount of time spent on that function. Percentages should not exceed 50%.
[Note: in compliance with the Americans With Disabilities Act (ADA), identify essential functions of a job required to be performed with or without reasonable accommodations. Requests for reasonable accommodations to facilitate the performance of essential functions will be given careful consideration.]
This position is of primary importance to the Small Animal Hospital in that the individual will be in contact with a large percentage of clients and therefore sets the theme of their continued relationship with the hospital. It requires a composed, sincere individual capable of handling a wide variety of situations even under the most stressful conditions. The individual must possess good public relations skills, excellent communication skills, initiative to problem solve, active listening skills, confidence in handling customer interactions, relationship building skills, projecting a professional image, patience and good interpersonal skills.
50% Call Center Operator
- Answer all incoming calls in a timely manner while maintaining professionalism and a positive attitude.
- Schedule appointments through Hospital Information System Provide estimates to callers and e-mail directions and other information
- Record messages for clinicians, residents, students, and staff. Answer inquiries, provide information, and transfer calls to appropriate individual/service.
- Consistently answering the phone with an appropriate sense of urgency, and providing accurate information with empathy and professionalism at all times.
- Following guidelines and prepared scripts; this includes but is not limited to: Greetings, financial obligations, emergency calls, placing on hold, taking messages, transferring calls, referring Doctors, ending calls)
- Remain aware of callers waiting in the queue and maintain minimal wait times.
- Review calls placed into voicemail throughout the day and answer in a timely manner - Transfer calls only after announcing callers and receiving the permission of the recipient.
- Document all client correspondence in Hospital Information System including all appointment cancelations in patient record. 20% Hospital workflow responsibilities
- Scanning medical records
- Assist with the preparation of medical transfers
- Regularly check fax inbox and distribute as required
- Maintain incoming online client communications throughout the day.
- Assist clinicians/residents/students/staff with various record-related requests; such as locating records/faxing/scanning etc.
- Keep new client folders updated and mail out medical record requests to clients and veterinarians
- Develop and maintain marketing and informational materials for all services
- Ensure referring veterinarians receive all communications regarding mutual patients - Keep work area clean and organized by dusting, picking up trash, and organizing.
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20% Communication
- All communication with clients/clinicians/residents/students/staff and referring doctors are to be professional, respectful, and cordial at all times. - All messages must be documented in Hospital Information System and (if necessary) by e-mail.
- Ability to Educate owners about our services by describing them in detail. This includes the procedures that we offer, our utilization of the latest technology, and the current clinical trials available.
- Assisting clients with question and concerns
- Knowledge of all aspects governing our Pet Wellness Plans.
- Remaining calm and respectful during stressful situations and conversations, whether it is with a client, a referring veterinarian, or internal staff.
- Clarifying future appointment times and expectations with clients
- Communicate with the supervisor and hospital Director of problems or issues with clients - Educate owners about their visit and what to expect
- Schedule follow up appointments
- Participate at outreach events
05% Continuing Education and Staff Meetings
Must be able to document at least 15 continuing education hours every 2 years for AAHA compliance. Must attend staff meetings, your designated service meetings and any other meetings assigned by the manager
MARGINAL FUNCTIONS OF THE JOB AND THE PERCENTAGE OF TIME SPENT ON EACH FUNCTION
List each marginal function and assign a percentage based on the amount of time spent on that function. Marginal Functions should not exceed 10% total.
[Note: for purposes of ADA, these functions are marginal only to individuals covered under the ADA who are unable to perform these functions with or without reasonable accommodation because of a covered disability.]
05% Other miscellaneous duties as assigned. SUPERVISION
Explain the type and extent of instructions or directions normally given to this position by the immediate supervisor AND list the class titles and position numbers of positions under the direct supervision of this position.
Works under direct supervision.
NORMAL WORK SCHEDULE
Specify days and hours this position is required to work as well as any variations from this schedule (ex: on call, shift rotations, seasonal extended hours, travel, etc.)
The Call Center is staffed Monday through Friday 7:00am–7:00pm. During the training period the
candidates’ normal working hours will be from 8:00am–5:00pm Monday through Friday. Once the training period is complete the candidate will then resume their regular shift hours: 8:00am-5:00pm or 8:00am -7:00am depending on what was discussed during the interview. Some days may require working until 7:00pm on a rotating basis to ensure adequate coverage. Some rotation/flexibility in scheduling and occasional Saturdays/Sundays may be required for team meetings and training. The shift that is being hired for at this time is Sunday through Wednesday 8:00am-7:00pm (4 - 10 hr days) |
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