Veterinary Emergency & Critical Care Lead Client Service Representative - Overnights en United Veterinary Care

The Lead Client Care Representative plays an integral role in the Advanced Veterinary Care provided Central Texas Veterinary Specialty & Emergency Hospital. This role goes hand in hand with our purpose statement of enhancing the quality of life for our patients.

• Perform quality work within the scope of the mission and purpose statement of Central Texas Veterinary Specialty and Emergency Hospital. Work with personal accountability and exceptional morale.
• Interact professionally, with integrity and compassion toward coworkers, clients and patients in accordance with this 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 of patients.

• Trains new staff in office procedures, hospital flow and medical terminology.   
• Ability to adapt to an ever changing environment and handle stress and pressure calmly, with poise and tact.
• Handle all incoming phone calls, emails, text messages, and chats, responding to each with the immediacy of care needed.
• Perform all check-ins of clients. Handling inventory and supplies.
• Perform all opening and closing reconciliation of cash.
• Determining client’s visitation status within the practice management system
• Maintaining housekeeping including but not limited to all lobby areas, exam rooms, and general stocking of  client or patient areas.
• Performs all functions of a CCR expertly. 
• Willingness and ability to perform clean-up duties involving animal bodily fluids and waste including but not limited to urine, feces, vomit, blood, etc.
• Maintains advanced working knowledge of the practice management system including the ability to audit and  review patient visits and invoices. 
• Demonstrates full comprehension of triage criteria, common veterinary medical terms, procedures, and  conditions. 
• Troubleshoots and manages modes of hospital communication to the hospital team as well as to the client.  Promoting consistent communication within the team as well as with our clients. 
• Oversee maintenance of office equipment, computers, printers, and phones. 
• Inform management of any repair needs in the reception / lobby area
• “Go To” person for payment options, insurance information, and wellness programs.
• Contributes to the performance management of staff including annual reviews and disciplinary action - lead by the Client Care Manager
• Help cover planned and unplanned CCR schedule changes.
• Ability to always maintain a calm and professional demeanor.
• Professionally communicate with clients and resolve client complaints.
• 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 sense of humor.

• High School Diploma or GED required.
• At least 3 years of previous experience in the client service industry.
• 12 months Veterinary experience required, emergency experience preferred
• Experience with Microsoft Office suite and/ or Google Workspace products.
• Ability to multi-task, and time management skills.
• Ability to work within a team setting.
• Ability to communicate effectively.
• Must be willing and able to work nights/weekends/holidays as business needs dictate.
• Must be able to stand or sit at a computer station for long periods of time. 
• Must be able to lift up to 30 lbs. occasionally.

• Overnights and weekends.
• Overtime may be required
• Expect to work at least one weekend shift per month

• Medical, Dental, and Vision insurance options, all starting the first of the month following the date of hire. 
• Short Term Disability paid for by employer  
• Complimentary Life Insurance $25,000; with options to purchase additional voluntary benefits for self or family  
• Company Sponsored Employee Assistance Program (Headspace) 
• 401K with 100% company match up to 3% and 50% company match up to 5%, eligible after 6 months of employment 
• Flexible Spending Account or Health Savings Account options  
• Long Term Disability option 
• Progyny-Fertility and Family Building Support (up to $10,000) 
• Team Member Discounts for Pet Care 
• Paid time off-inclusive of sick, personal, and vacation 
• LGBTQIA+ support with FOLX HEALTHCARE (if UMR enrolled)
• Sword Digital Musculoskeletal & Physical Therapy Program (if UMR enrolled)
• Referral Bonus Program
• DailyPay on Demand
• Personal pet discounts.