Westgate Pet and Bird Hospital
4534 Westgate Blvd, Ste 100
Austin, Texas 78745
JOB DESCRIPTION
CLIENT CARE SPECIALIST
Reports to: Client Care Team Leader, Hospital Manager, Practice Owners
Job Overview:
To work as a team member within the hospital in meeting the clients needs. This position is one of
great importance because the team member is responsible for the client’s first impression of our
hospital. As a customer service specialist your job entails several important aspects of our hospital:
customer service, hospital cleanliness, and animal care treatment.
Requirements of position:
An individual who is service oriented, dedicated, polite, professional, light hearted, intelligent,
trustworthy, empathetic, able to multitask, and organized. Must also posses the ability to follow
directions with and with out supervision, to recognize certain behaviors in animals, and refer questions
to appropriate personal.
Specific Duties:
Customer Service Responsibilities
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Greeting clients and patients by name in a friendly manner
Becoming well acquainted with and using the computer system
Performing opening procedures (turning on the computer system, counting the cash drawer,
retrieving messages, returning phone calls, knowing surgery and appointments schedules,)
Organizing and maintaining patient records, consent forms, payment forms, etc
Answering multi-line telephone
Invoicing patients and dismissing patients that are labeled as RTG-R (ready-to-go receptionist
discharge)
Preparing patient charts for nurses and doctors
Taking appropriate messages or routing messages to appropriate voicemails
Preparing information packets
Reconciling invoices and money at the end of the day
Sending welcome cards, sympathy cards, reminder cards
Calling to confirm appointments for the next day
Making appointments and scheduling surgeries for the appropriate doctor
Filing charts
Pulling charts for Nurse recalls and Doctor call backs
Becoming acquainted with vaccine protocols for different species
Obtaining knowledge of products and food
Hospital Cleanliness Responsibilities
1. Maintaining the appearance of the lobby and reception area
Client Care Specialist, Page 2
2. Stocking and maintaining the display table/magazine table
3. Maintaining the organization and efficiency of filing system
Animal Care and Treatment Responsibility
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Greeting all patients and clients by name
Making clients and their pets feel welcome in the hospital
Recognizing severe cases in need of immediate medical attention
Keeping animal isolated form others when necessary
May occasionally be required to lead or carry a patient to or from a ward or an examination
room
At all times the job should be approached with the end result in mind, to provide excellent client
service and top-quality medical care in a clean, friendly environment.
Physical Requirements and Working Conditions:
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
Physical Effort: Frequently requires sitting for periods of one-half to two hours at time, standing for
short periods of time and walking. Frequently requires repetitive motions (hands, i.e. typing).
Occasionally requires squatting and/or kneeling for short periods of time. Frequently requires moving
items weighing up to 10 lbs; occasionally requires moving items up to 40 lbs. May be required to
handle patients up to 150 lbs. May occasionally be required to use strength or agility in capturing and
restraining stronger, more active animals.
Working Conditions:
Work is normally performed inside; exposure to unpleasant odors and
noises; possible exposure to bites, scratches and animal wastes; possible exposure to contagious
disease; possible exposure to chemicals.
The following are necessary to perform this position’s tasks: Seeing, hearing, talking
This job specification should not be construed to imply that these requirements are the exclusive
standard of the position. Incumbents will follow any other instructions, and perform any other related
duties, and may be required by their management.
ACKNOWLEDGED – Employee
Printed Name
Date