Veterinary Client Services Coordinator

JOB TITLE:                         Veterinary Client Services Coordinator

DEPARTMENT:              Veterinary Care Center

ACCOUNTABILITY:       Director of Veterinary Services

SALARY:                           $18.00 - $20.00/hour

EMPLOYMENT TYPE: Full-Time, Non-Exempt

SCHEDULE:                          Tuesday - Sat (8:30 - 5:00)

Objective

The Rockingham-Harrisonburg SPCA’s Veterinary Care Center is looking for a Veterinary Client Services coordinator to be the first point of contact for our veterinary clients, playing a crucial role in setting the tone for their visit. General responsibilities include client relations, administrative functions, inputting medical records,  and reception maintenance.  In addition, the Client Services Coordinator is responsible for maintaining the financial records of the clinic and invoicing for services rendered. 

Primary Duties and Responsibilities:  

Core responsibilities

• Scheduling of all spay/neuter client appointments; monitoring and maintaining emails, voicemails, phone calls and walk-ins associated with scheduling.  
• Maintaining appointment calendar and scheduling in ShelterLuv with guidelines provided by the Director of Veterinary Services. 
• Prepare and maintain all paperwork associated with client appointments, to include anesthesia consent form, service request forms, and invoices.  
• Invoice the appropriate amount at time of service and/or monthly (depending on agreement).
• Maintain various databases to reflect all services provided, and assist with statistical analysis each month.
• Maintain accurate client and medical records
• Understand common vaccination protocols, basic lab tests, common diseases, veterinary terminology, and pet behavior.
• Assorted administrative tasks including scheduling appointments, maintaining the clinic calendar, answering phones, filing, responding to emails, and processing payment transactions.
• Ensure clients have a positive and professional experience through exceptional customer service.  
• Assist with public spay neuter check-in and discharge.
• Assist with any scheduled clinics (Rabies, Microchip, etc)
• Assist as needed with restraint and surgical prep (as staffing levels require).
• Assist with end of day duties/movement of animals if necessary.
• Other duties as assigned.

General Responsibilities

• Performs duties in a manner which promotes a positive culture and encourages attainment of RHSPCA goals.
• Ensures quality care and humane treatment for the animals in the care of the RHSPCA.
• Works courteously and cooperatively with the staff, clients, volunteers, fosters, adopters, partners and donors to ensure that all RHSPCA policies and procedures are followed, and new ones are implemented successfully.
• Multitasks, adapts and accommodates to changing demands in a fast paced environment. 
• Prioritizes tasks appropriately and receives and follows instructions both verbal and written
• Performs all duties in a manner that ensures humane treatment, staff safety, and minimal stress on the animals during medical handling.

Qualifications

• High School Degree, College Degree preferred.
• Customer service experience required.
• Previous experience as a veterinary receptionist or medical office assistant preferred.
• Strong organizational and multitasking skills.
• Ability to maintain a calm, professional, and positive demeanor.
• Comfortable handling emotional situations with empathy.
• Bilingual English/Spanish a plus

Physical Requirements

Ability to lift 35 lbs., stand for long periods of time, move quickly, work with and around animals (including diseased, injured and/or potentially aggressive animals), loud noises, chlorine or other chemicals.

Why Join RHSPCA?

We're a forward-thinking, optimistic team that values attention to detail, collaboration, and passionate care. If you enjoy working with talented people and want your work to make a tangible difference every day, we'd love to hear from you.

Staff Perks

• Health, dental, and vision insurance
• PTO with increases every other year as well as time off for bereavement and your birthday
• Employer sponsored life insurance
• Supplemental insurance offerings (Short-Term Disability, Critical Care, Accident, Cancer, and Hospital Indemnity)
• All employees with the RHSPCA can take advantage of the Hill’s Pro Staff Feeding program, which offers significant discounts on their products.
• Discount offerings to multiple businesses throughout the valley
• Staff and volunteer appreciation events
• $0 adoption fee on your first pet adopted through the RHSPCA

Compensation

This is a full-time, non-exempt position offering a competitive rate based on knowledge and experience with an hourly range of $18 - $20 per hour. 

Nature of Employment

The Veterinary Client Services Coordinator is anticipated to work approximately 40 hours per week. 

There is no minimum period of employment guaranteed or implied by acceptance of an offer of employment.  It is the policy of the RHSPCA that employment for this position is at will, which means that employment for no specified term and the employee or agency may terminate that employment at any time without cause.  This job description serves as a guide.