Job Description
Job Description: Service Coordinator – Front Desk
Purpose
The Service Coordinator drives the flow of Members and Pets through the hospital, maximizes the productivity of the veterinary medical team, ensures good communication with Members and Team Members. This position coordinates the care of Members and Pets in a happy, welcoming, friendly, and efficient manner, influencing Members to return and refer their friends and families.
This position requires Team Member to work shifts at both our Portland and Tigard locations. Reliable transportation is required.
Valuable Final Products
- Pets - Lengthening average age of Pets.
- Members - Happy Members who keep Pets on the program and refer their friends.
- Team Members – Contribute to effective and efficient Hannah Pet Hospitals.
- Growth – Increased enrollments.
- Membership – An ever-increasing Membership.
Member needs and work volume will require variable working hours (0-28/PT or 28-40/FT) each week to complete essential duties of this job. This position may be required to work evenings and weekends. Additionally, this position may be required to work at a different Hannah location to fulfill the needs of the organization.
Essential Functions
- Honor and exemplify the Hannah Principles within self and team.
- Maximize Member satisfaction through a productive and efficiently run Pet hospital.
- Manage multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
- Demonstrate a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order.
- Consistently ensures the team provides the Member with attentive, courteous, and informative service. Gains and shows personal satisfaction from delivering great service.
- Maintains a positive outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
Duties
- Lead the Cycle of Service for the reception team. This includes routing the flow of Members and Pets to ensure superior Pet care and maximum productivity of the veterinary medical team.
- Maximize the number of Pets seen by the hospital team through a welcoming environment.
- Provide professional, efficient and exceptional service at all times. This includes encouraging hospital visits, welcoming Members and Pets, ensuring that they are comfortable in the hospital, and educating them about their Pet's health.
- Educate Members about Total Lifetime Care® plans, preventative care, Pet health needs and hospital services.
- Assist incoming Members 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 Members 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.
- Conduct administrative functions as necessary.
- Provide professional, efficient, and exceptional service always. This includes welcoming Members and Pets, ensuring that they are comfortable in the hospital environment.
- Educate Members about preventative care, Pet health needs and Hannah services.
- Assist incoming Members by completing the required documentation, entering all Pet information and history in the computer, and ensuring prompt service.
- Assist outgoing Members by providing all necessary instructions, information and invoices, dispensing prescription items per the DVM's instructions, selling retail products and scheduling future appointments.
- Display confidence around Members, dogs, cats, bunnies, and guinea pigs.
- Manage the finances by maintaining accurate cash drawer balances and utilizing proper opening and closing procedures.
Nothing in this job description restricts the company’s right to assign or reassign duties and responsibilities to this job at any time.
Acceptable Experience, Training and Education
- 6 months -1 year of customer service experience with increasing responsibility
- Ability to type a minimum of 40 wpm
- High school diploma or equivalent
Or equivalent combination of experience and training which provides the required knowledge, skills and abilities.
Essential Physical Abilities
- Ability to stand for 8-10 hours per shift and for up to 5 hours without taking a break.
- Ability to walk, move, stoop, kneel, and crouch.
- Ability to use hands and fingers to operate, activate, detect and position.
- Ability to lift a 40 lb dog onto an exam table.
- Ability to hear and communicate by voice or phone in an environment with a moderately high noise volume.
- Ability to see to determine, perceive, identify recognize, judge, observe, inspect, estimate and assess.
- Routine exposure to biological hazards, medication/controlled substances.
Job Types: Full-time, Part-time
Pay: $17.00 - $19.25 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 10 hour shift
- 4 hour shift
- 8 hour shift
- Weekend availability
Work Location: In person