Veterinary Client Care Lead - Call Center

Description:
We know that a positive client experience starts as soon as our clients enter the waiting room and Pieper Veterinary is seeking kind, compassionate, and detail-oriented Client Care Lead to join and support our fantastic team of veterinary professionals in our Specialty, Emergency and Primary Care practice in Middletown, Connecticut.

Under direct supervision from the Client Care Supervisor, the Client Care Lead provides leadership for the client care team and ensures, on a day to-day basis, that the team carries out the Piper Veterinary promise: making patient health and client support our top priority, and excellent service our goal.

The Client Care Lead trains new team members, plans and coordinates a variety of service functions related to the front desk/call center operation and assists the Client Care Supervisor with hospital policy, procedures, and goals. The Client Care Lead is a boots on the ground point of contact and spends 100% of their time on the floor. This position encompasses all the duties of the client care team members. These functions include, but are not limited to, reception (client and phone), maintenance of veterinary medical records, accounts maintenance, cash processing, ordering of administrative supplies and equipment, data entry.

What to Expect:

• Environment of Collaboration: Our VECCS Level 1 Certified Hospital includes specialists in Emergency & Critical Care, Neurology, Internal Medicine, Radiology, Surgery, and Exotics and a full staff of experienced Emergency and Primary Care Veterinarians. With the support of their technicians, assistants, and liaisons the hospital teams work closely together to deliver the highest quality of care.
• Career Advancement: We pride ourselves on recognizing top talent and strong work ethic and if you demonstrate those things, you can expect to be promoted from within.
• Commitment to Continuing Education: We want to retain and develop our talent to the best of our ability. You can expect numerous in-house CE opportunities, and any mentoring available to support and achieve your career goals!
• Environment of Belonging: With so many specialties at your fingertips, it's easy to find where you fit. We also promote an environment of inclusivity so that everyone feels welcome.

About You:
We strongly believe that veterinary medicine is a team sport, and our ideal candidate is someone who feels the same. Communication is key in our industry, and we are looking for people who navigate both client and interpersonal communication with skill and ease.

We are seeking a compassionate, confident, and team-oriented leader who thrives in a fast-paced veterinary environment. Our ideal candidate has a passion for client service, strong communication skills, and the ability to keep a team organized, focused, and supported even during busy or challenging moments. We are looking for a candidate that leads by example, enjoys mentoring and developing others, and are not afraid to jump in wherever you are needed. Experience with EzyVet and Smartflow are an additional plus but not required. We highly value collaboration from all staff members, so please speak up as your input is not only valued but can make a difference.

Primary Job Responsibilities:

• Team Resource Is an available resource for training, cross training and mentoring client care team members and disseminate new policies and protocols.
• Inter-departmental Liaison Point of contact for other departments daily to ensure specific client or patient needs are met, or specific conflicts are brought to Supervisors attention.
• Daily Operations Provides daily direction to ensure customer needs are met, lunches and breaks are taken in a timely and efficient manner, and daily tasks are completed. Delegate and complete down time tasks during slow work periods. Helps with statistics of flow of work.
• Leadership Mentality Motivate and inspire the client care team to provide high-quality care to the patients and clients of Pieper Veterinary. Work well with all team members and ensure that your actions support the hospital, the doctors, and the practice philosophy.
• Demonstrate reliability and commitment to the team and the hospital. Remain flexible to the hospital needs, cooperate, and cover shifts or stay late whenever needed.
• Keep team focused, and on task. Ensuring customer service is the top priority and that the team job responsibilities are met.
• Have compassion for animals and their owners and understand the stress that patients and clients endure.
  

Skills and Knowledge:

• Strong communication, leadership, and motivational skills.
• Requires knowledge of hospital procedures outlined in the current employee manual as well as those that are implied (reasonable expectations).
• Ability to show unbiased judgment when overseeing team and make fair and just recommendations about personnel issues and/or disciplinary action.
• Possession of strong organizational, verbal, and written communication skills. Exceptional interpersonal and communications skills.
• Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, relaying information regarding patient s condition.
• Requires strong client service skills. Personal contact with pet owners affected by a variety of problems, visitors, and other healthcare team members. Considerable tact and diplomacy is required. Must accurately relay owner s account of the medical complaint(s) of pet(s) involved to the healthcare team member who will be involved in treating the patient(s).
• Critical thinking Understanding logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to work independently on assigned tasks as well as to accept direction on given assignments.
• Knowledge of computers and relevant software applications including MS Office (Word), managing files and records and other office procedures.

Work Environment:

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

Anticipated Schedule:
This is a full-time position:
5 days a week - 8 hour-shifts
Weekends and Holidays are required.

Compensation:
Based on experience - $19.75 - $25.75

Essential Functions:

• Professionally administer all phones calls answering client inquires in a prompt and friendly manner, scheduling appointments, recording messages.
• Requires strong communication and client service skills.
• Ability to multitask.
• Fill medication as needed
• Leadership Keep Team focused on client service and job responsibilities.
• Regular attendance and timeliness are essential functions to fulfill the requirements of this position.
• The employee must be able to occasionally / frequently lift and/or move up to 50 pounds.

What's in it for you?

• Supportive culture with social events & team building
• Competitive paid time off & holidays
• Career Growth & Training Opportunities
• Comprehensive medical, dental, and vision insurance
• Mental Health Focused Services
• 401(k) plan with a strong employer match
• Up to 75% employee pet care discount
• Annual uniform allowance
  

We know it's not always easy to make a move. We treat all interviews as confidential and if a casual chat is more your style, we can do that too! We genuinely love what we do and the people we work with!

Requirements:

• Previous experience in a customer service and leadership role, preferably in a veterinary setting, is preferred.
• Familiarity with veterinary terminology or a willingness to learn.
• Excellent verbal and written communication skills to interact with clients, and staff.
• Exceptional interpersonal skills with a warm, friendly, and empathetic approach to clients and their pets.
• Ability to handle challenging client situations with tact, patience, and understanding.
• Ability to manage multiple tasks simultaneously in a fast-paced environment.
• Ability to work collaboratively with veterinarians, technicians, and other staff members to ensure smooth clinic operations.
• Flexibility to assist with other duties as needed and work effectively in a team-oriented environment.
• Reliable, punctual, and dependable with a strong work ethic and a commitment to delivering exceptional service.
• Ability to remain calm and composed under pressure, especially in high-stress or emotional situations.
• Willingness to continue learning and stay updated on best practices in client service and veterinary care.
• Must be 18 years or older to apply.

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