Linnaeus · 17 hours ago
FT Shift Lead - Customer Service Coordinator
Banfield Willmington NC|000417
Full-time
Onsite
Entry, Mid Level
$16.65/hr - $21.28/hr
2+ years expLinnaeus is a veterinary organization, and they are seeking a Shift Lead - Customer Service Coordinator to provide operational support and leadership across shifts. The role involves performing duties of a veterinary assistant and coordinating the paraprofessional staff while ensuring exceptional client service and hospital productivity.
Health CareVeterinary
Responsibilities
Live and exemplify the Five Principles of Mars, Inc. within self and team
Perform the duties of a CSC and/or veterinary assistant/technician, which may include the following:
Actively recruit new clients by promoting hospital services. Manage routing the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team
Maximize the number of pets seen by the hospital team through a productive and efficiently run hospital to support the needs of our wellness plan clients
Provide professional, efficient and exceptional service at all times. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, educating them about their pet's health, performing or preparing procedures that do not require veterinarian or veterinary technician assistance, completing preparatory work for other procedures, and monitoring hospitalized or surgical pets as allowed in the state practice acts
Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services
Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service
Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments
Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures
Act as the extra eyes, ears and hands for the veterinarian and veterinary technician to ensure the best quality pet care and to maximize the veterinarian's and veterinary technician’s productivity, and communicate with the other associates to maintain the flow of patients
Obtain relevant information and history from clients and maintain proper and complete medical charts
Ensure the safety of pets, clients and associates by utilizing safe restraining techniques, following standard protocols, and maintaining clean, sterile and organized treatment areas, exam rooms and labs
Assist with surgery as applicable
Utilize technical skills to the fullest, within state practice acts and as outlined in the NAVTA guidelines for veterinary assistant skills and duties. Conduct administrative functions as necessary
Assist Practice Manager in developing an efficient, productive hospital team that provides the highest quality care and service to the most pets and clients, following all Banfield protocols and practices, as well as all local, state and federal laws, focusing the team to achieve practice priorities while building our culture and brand
Support Practice Manager in hospital labor management which may include adjusting paraprofessional team’s schedules on a shift by shift basis
May assist Practice Manager in the selection, training, and day-to-day supervision of the paraprofessional team to ensure quality medical care, exceptional client service, associate engagement and maximum productivity
Provide professional, efficient and exceptional client service (lead by example), ensuring all associates do the same, to include client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues
Assist Practice Manager in creating an environment where a team can deliver quality, efficient and effective veterinary care to pets
Foster an environment that engages associates, where associates do their best and feel good about being a member of the team
Provide effective communication between associates, clients, hospital leadership and Central Team Support
Ensure all hospital associates adhere to Banfield dress and grooming guidelines
Ensure all hospitalized pets are prepped and all equipment is ready for surgery
Ensure cases are assigned to VA’s and that they are clear on their work responsibilities for the day
Prepare whole team on cases scheduled for the day, assist with any transfers of cases from day before or external referrals to provide continuity of care, triage the treatment board
Assist Practice Manager in identifying potential 'bottlenecks' and formulating solutions to remove barriers in medical operations that would impede the doctors in providing world class preventive care and client service
Confer with field leadership and assist with client resolution decisions, invoice adjustments and client experience exceptions
Train and mentor new paraprofessional associates
Quality check medical records, go home medications, regulatory documentations, hospital cleanliness, and timeliness of doctors seeing exam room patients
Address broken equipment issues and assist in inventory management
Other job duties as assigned
Qualification
Required
Ability to multi-task – Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration
Organizational ability – Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order
Problem solving skills – Demonstrates a strong ability to identify, analyze and solve problems. Translates problems into practical solutions
Intellectual ability – Accurately and consistently follows instructions delivered in an oral, written or diagram format. Can provide directions
Mathematical ability – Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement
Computer skills – Comfortably and confidently uses a computer and specialized software
Initiative – Shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures. Takes on additional responsibility when both big and small tasks need to be done
Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals. Exhibits honesty, discretion, and sound judgment
Cooperativeness – Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others
Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned
Independence – Able and willing to perform tasks and duties without supervision
Tolerance for Stress / Resiliency – Maintains a positive 'can do' outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations
Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.)
Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. This position often requires working weekends and evenings
The noise level in the work environment is moderately high
Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables
Requires ambulatory skills sufficient to perform duties while at hospital and to visit various locations
Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds
Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to reach and grasp, and visual acuity to use a keyboard, operate equipment and read information
Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances
Associate's degree or veterinary technician certification/licensure preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities
Two years experience (healthcare, veterinary profession, service-type industry, etc.) required, with six months experience at Banfield preferred
Preferred
Prior supervisory experience preferred
Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred
Benefits
Comprehensive Medical, Dental, and Vision Insurance
Generous Retirement Plans (401(k) and Roth)
Best-in-Class Student Debt Relief Program (for Full-Time DVMs)
Paid Time Off and Holidays
Top-Tier Mental Health and Wellbeing Resources
Associate Life Insurance (company-paid) & Supplemental Life Insurance
Company-Paid Short- and Long-Term Disability
Flexible Spending Accounts (FSA)
Health Savings Account (HSA)
Paid Parental Leave
Continuing Education Allowance (for Eligible Positions)
Back-Up Child and Elder Care & Family Support Resources
Fertility and Family Building Support
Digital Exercise Therapy
Voluntary Protection Benefits
Legal Plan
Identity Protection
Commuter Benefits
Three Free Optimum Wellness Plans for Pets
Exclusive Discounts
Company
Linnaeus
Linnaeus Veterinary Ltd (A Mars Company).
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-06-07Acquired
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