Job Posting: BVC Client Liaison
Reports To: Boston Veterinary Care (BVC) Administrator
This full time position is key to BVC operations because it involves every aspect of the clinic’s front office. A high level of professionalism and extremely strong customer service skills are mandatory. Working in a small busy environment make strong interpersonal skills, willingness to be a team player, excellent computer skills and the ability to multi-task absolute requirements. This position has to be flexible in the duties and responsibilities to best fit the changing needs of BVC and the mission of the Animal Rescue League of Boston. The duties of the position cover any part of the front office as well as other administrative duties. Working with the Administrator, the duties include developing, implementing and maintaining customer service protocols. The duties do not entail any activities prohibited by the veterinary practice act of the Commonwealth of Massachusetts.
Duties and Responsibilities:
• Must be able to handle a wide variety of employees, clients and animals effectively and in a humane manner. Must have and maintain excellent customer relations skills;
• Must complete a ninety (90) day orientation and training period;
• Must maintain a good attendance record;
• The regular work week for this position is 40 hours, but must be willing to work a reasonable amount of overtime or when other duties require it at night and/or weekends. Must be willing and able to work weekends when necessary;
• Must present a neat, clean appearance and wear attire appropriate for a business office, or wear a uniform and name tag if required;
• Must be able to interpret and exercise League policies accurately;
• Welcome clients as they arrive in the clinic reception area. Provide clients with appointments and information in a pleasant and professional manner. Guide clients efficiently to appropriate exam rooms and/or clinic staff;
• Answer telephone calls promptly with the appropriate greeting and a friendly voice. Provide callers with appointments and information in an agreeable and considerate fashion. Manage and maintain the message system for clinic staff;
• Prepare and maintain electronic records, certificates, documents, transactions, estimates, reports, releases, recalls, reminders, and other paperwork for clients, callers, and clinic staff;
• Explain routine client instructions; collect fees and process paperwork. Notify veterinarians and/or veterinary technicians to receive and discharge special surgical patients;
• Dispense OTC drugs and supplies, or prescription drugs and supplies prepared by or on the order of a staff veterinarian. Collect fees and process records. Telephone clients, who fail to pick up prescriptions, record the responses in patient records and notify staff veterinarians;
• Label laboratory samples from clients and transfer samples to technicians for processing. Collect lab fees. Collect and transfer laboratory samples from clinic staff to couriers;
• Since most of the Clinic areas are either open to or visible by the public, a strong emphasis must be placed on site appearance. Maintain all areas including desk, coffee area and OTC drugs and supplies in a neat, clean, organized and stocked fashion. Keep reception area odor free and at a comfortable temperature. Must abstain from eating or using cell phone in the reception area;
• When working alone, must assume responsibility for opening and closing the Clinic. This includes making sure the animals have been properly taken care of and securing the premises;
• Remind clients by telephone of appointments and prepare electronic records before client visits.
• High school diploma or equivalent, required;
• Must have excellent computer and keyboard skills;
• Must have a good work attendance record;
• Must be of good moral character with an even disposition and the ability to deal effectively and politely with a diverse group of people in a variety of situations. This person must have definite abilities to evaluate problems accurately and display good, sound judgment when working without supervision and under emotional stress. These are extremely important and critical qualifications;
• Previous experience in a humane organization or veterinary clinic, preferred;
• A high level of professionalism, strong interpersonal skills and a team player are required;
• Must be able to lift 50lbs.
The Animal Rescue League of Boston is an equal opportunity employer, and we make all employment-related decisions without regard to race, color, creed, national origin, ancestry, religion, sex, sexual orientation, age, disability, genetic information, veteran’s status or any other protected characteristic.