Patient Care Coordinator
Description
Patient Care Coordinator - Neurology Referral Coordinator
Veterinary Specialty Center Seattle
Lynnwood, WA
More than a word, care is present in everything you do. At Veterinary Specialty Center of Seattle, a Thrive Pet Healthcare partner, we take action to empower your best care for pets, their families, and yourself.
We are a community of 400 clinics forming an extraordinary network of unparalleled resources and people. Through outstanding learning and career options, comprehensive benefits, and abundant support, you’ll be nurtured and appreciated for who you are and what you bring to the table. We come together in both the joys and heartaches of our profession to lift each other up through laughter and empathy.
And, we have plenty of fun along the way!
Who we are
The Veterinary Specialty Center of Seattle (VSCS) is a 24-hour Emergency and Critical Care and Specialty hospital. We offer a collaborative approach to veterinary medicine. We support Emergency and Critical Care, Neurology, Surgery, Internal Medicine, Cardiology, Oncology and Radiology, all in one hospital. We pride ourselves on providing compassionate medical care and exceptional client service.
We are a diverse group of assistants, licensed veterinarian technicians and doctors ranging from residents in training to board certified. We are committed to providing excellent care for our patients and clients and find this is best accomplished in an environment where we foster learning, function as a team while still encouraging autonomy and accountability, and make sure to laugh at least a little bit every day.
We are a diverse group of assistants, licensed veterinarian technicians and doctors ranging from residents in training to board certified. We are committed to providing excellent care for our patients and clients and find this is best accomplished in an environment where we foster learning, function as a team while still encouraging autonomy and accountability, and make sure to laugh at least a little bit every day.
Position Overview
The purpose of this position is to provide outstanding client service. The Patient Care Specialist differentiates between routine and emergency cases, schedules appointments, processes payments, manages financial information, and communicates information between clients and staff.
The Patient Care Specialist enjoys working with people and diverse clients and is caring, friendly, and efficient.
- Creates a warm and welcoming impression.
- Remains professional and courteous while handling multiple tasks with many interruptions.
- Firmly believes in the quality of care provided and communicates this sense of assurance to clients.
- Understands our services and recommendations and clearly communicates them to clients.
- Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous.
- Remains calm and collected in the face of emergency situations.
- Ultimately, it is the RC who creates a good first and last impression on our Specialty clients. The importance of this role cannot be over-emphasized.
Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.
Reporting Structure
Directly reports to the Client Service Supervisor. Periodically receives direction from the Hospital Administrator.
Primary Responsibilities
- Telephone Communication
- Returns phone calls promptly in the order in which they were received.
- Creates appointments over the phone for clients, explaining the process based on the specific department.
- Obtain history for the patient from referring veterinarian based on the department specifications.
- Complete confirmation calls/texts with owners specifying special instructions based on the department requirements.
- Answer phones/assist with CSR duties during downtime.
- Client Relations
- Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
- Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
- Uses active-listening skills to obtain all necessary medical and personal information from the client.
- Discerns any potential client problems, complaints, or questions and handles them appropriately.
- Communicates with clients as needed regarding invoices and the medical status of their pets.
- Provides clients with any information or instructions they will need prior to their appointments.
- Maintains knowledge of current wellness-care standards and common medical problems.
- Maintains current client contact information.
- Can provide referral information to clients regarding primary care vets, or other emergency clinics.
- Hospitality
- Monitors appointment schedule and communicates with clients about wait times.
- Uses the client’s and pet’s names to personalize communication.
- Creates account for new clients and walks them through the check-in process.
- Creates a compassionate environment for clients discussing euthanasia.
- Computer Use and Maintenance
- Accurately enters and retrieves records and reports and maintains the database.
- Generates financial and other reports using the computer system, as directed.
- Marketing and Client Education
- Promotes the hospital to persons inquiring about the practice, fees, and products/services.
- Informs clients of suggested procedures to maintain their pets’ good health.
- Promote the practice’s products and services to clients, making suggestions when appropriate.
- Mails sympathy cards to clients.
- Procedures and Protocols
- Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
- Communicates basic patient preventative care protocols to clients.
- Maintains knowledge of the practice’s products and services.
- Improves upon veterinary knowledge and skills by taking advantage of in-house education materials (e.g., CDs, books, and videos) and by participating in continuing education, staff meetings, and in-house training.
- Attends all staff and departmental meetings as requested.
- Recordkeeping and Filing
- Retrieves and re-files medical records accurately and promptly.
- Purges inactive files as directed.
- Updates client files and patient records as needed.
- Scans medical documents.
- Faxes medical records to requesters, with client requests. Directs rDVMs to VetLink portal.
- Processes returned mail/postcards. Contacts client to verify and correct contact information.
- Work directly with the referring community veterinarians to facilitate a smooth appointment process providing direct communication with the specialty doctors.
- Patient Admittance
- Retrieves client records and prepares needed forms in advance of clients’ arrival.
- Completes required forms, such as the new client form, patient visit form, and client report, and obtains all necessary information. Notes the source of client referrals.
- Follows hospital policies regarding patient admittance.
- Relays all necessary information to the veterinarians and technicians.
- Triages urgent-care patients and communicates with the medical team as appropriate.
- Patient Discharge
- Verify all invoices are approved prior to client discharges.
- Cash Handling
- Accepts payments from the client. Accurately processes cash, checks, charge card payments, credit account payments, Care Credit, Scratchpay, and other forms of payment
- Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the financial department.
- Facility Maintenance
- Assists staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms.
- Maintains and replenishes refreshment area.
- Opens the practice and sets up for the morning as directed.
- Closes the practice for the evening as directed.
Personal Conduct
Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
- Adheres to the posted work schedule.
- Arrives for work promptly and begins work at start time.
- Follows hospital policies for reporting lateness or absences.
- Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks.
- Organizes work area and exercises time-management skills to maximize personal efficiency.
- Prioritizes tasks and handles multiple tasks in a calm, organized manner.
Requirements
- Education equivalent to the completion of the 12th grade.
- Knowledge of general office practices and procedures, Client Care Specialist (receptionist) duties, and telephone techniques.
- Demonstrated ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, and handle cash and other forms of payment.
- Experience assembling patient records, obtaining relevant information from clients, and accurately entering a variety of information in patient records.
- Ability to complete assigned tasks in the time allotted without direct supervision.
- Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.
- Excellent interpersonal communication skills.
- A commitment to outstanding client service.
- Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance.
- Ability to stay on task and work energetically for entire shift, sometimes exceeding 10 hours per day.
- Preferred: Knowledge of veterinary medical terminology and procedures and general computer skills.
- Preferred: Ability to type 45 words per minute and use a 10-key adding machine.
- Preferred: At least two years’ recent experience in an office or medical environment, with increasing responsibilities.
Compensation negotiable based on credentials and experience with an hourly pay rate starting at $19 - $24 / hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
At Thrive Pet Healthcare, we celebrate and embrace the uniqueness and diversity of all of our team members, pet parents, and pets. We strive to create a diverse, equitable, and inclusive culture where all team members belong and feel empowered.