Job description
General Responsibilities
Responsibilities include scheduling appointments, answering the telephone, setting up new clients and patients, preparation and maintenance of medical records, handling medication requests, over the counter sales, client correspondence, financial transactions, front office, exam room, and reception area maintenance.
Let’s talk about the “Why”. Do you ever ask yourself why you are doing what you are doing? Do you ever feel like your hospital has no direction? At Mahalo, we never forget why we are here and why we do what we do. It’s central to what we do and how we do it, and that it will always be the center of our vision. We are truly a team who have the same goal: exceptional care of patients and clients. Yes, clients too. While we all love the animals, their owners also need our care, respect, and support because without their trust and cooperation we can’t help their pets. We pride ourselves on our level of professionalism and equality, with a no gossip policy that we take seriously to promote and protect a drama free workplace. There is no BS, and nobody is too fancy to clean a cage or help a co-worker. There is no “that’s not my job” attitude.
Here is the "Nitty Gritty"
Client Care Relations
Mahalo Veterinary Hospital has been ranked #1 Privately Owned Veterinary Hospital in Nanaimo, BC for the last 6 years. Our Client Care Specialists impact our clients in ways that other positions within the hospital do not. They are the face of Mahalo and first contact our patients and their families experience upon arriving at Mahalo. At all times, they must maintain a warm, yet professional appearance and demeanor. To meet our client's expectations they need to be proficient in all hospital protocols, and able to answer any questions a client may have, as well as act as a liaison between client and veterinarian.
Skills
Must possess critical thinking and problem solving skills, compassion, a positive attitude, follow-through, excellent organizational, communication and teamwork skills. Multitasking and accepting constructive criticism is essential. Computer skills include ability to use Windows based computer systems, familiarity with Google Suite is plus, web search and other skills related to working effectively with our cloud based practice management system. Essential typing skills. Ability to have have fun in a fast paced, exciting, friendly and supportive environment with one of the best teams in the business.
Education & Experience
A working knowledge of vaccinations, basic lab tests, common diseases, routine elective procedures, pet behaviour, specialty diets, flea and tick medications, and other typical over the counter veterinary products. Demonstrated ability to effectively triage cases. Preferably a minimum of 2 years experience in a veterinary hospital setting. Experience or interest in working as a veterinary assistant is considered an asset.
Essential Duties and Responsibilities
- Provide top-notch customer service
- Being attentive to client and pet needs
- Able to identify a client's emotional state and work with them compassionately
- Work patiently with distressed, frustrated or disgruntled clients
- Monitor client flow from check-in to discharge and update clients regularly
- Monitor schedule and internal flow and make adjustments as required
- Provide client education
- Review billing and discharge instructions with clients
- Schedule and manage appointment bookings including surgical procedures
- Making reminder calls, post appointment/procedure call backs
- Assist in cleaning the hospital including the reception area, waiting area, exam rooms, and kitchen
- Process payment transactions including refunds
- Daily cash out procedures
- Assist in the management of debt collection
- Relay appropriate information to/from clients to technical team, doctors, and management
Job Types: Full-time, Part-time, Permanent
Salary: $22.15-$30.00 per hour
Benefits:
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Relocation assistance
- Store discount
- Tuition reimbursement
- Vision care
Schedule:
- Day shift
- Evening shift
- Monday to Sunday
- Overtime
Supplemental pay types:
Work Location: In person
Job Types: Full-time, Part-time
Pay: $22.15-$30.00 per hour
Benefits:
- Company events
- Dental care
- Discounted or free food
- Extended health care
- On-site parking
- Paid time off
Ability to commute/relocate:
- Nanaimo, BC V9T 6L8: reliably commute or plan to relocate before starting work (required)
Experience:
- Veterinary Assistant: 1 year (preferred)
- Customer service: 1 year (preferred)
- Veterinary Reception: 1 year (required)
Work Location: In person
