Customer Service Coordinator

Position Overview

At Mountain Star, Client Service Coordinators (CSC) are responsible for driving the flow of the hospital by coordinating patient care in a friendly and efficient manner that ensures excellent service to our clients and patients. You will report to the hospital leadership team – the Hospital Manager and Medical Director. Your work will directly support your peers, leadership team, and hospital goals.

Compensation

· Mountain Star offers medical, dental, vision, life insurance, 401k matching, employer paid short-term disability, PTO, paid holidays discounted veterinary/boarding services, and more. Hours are four, 10-hour shifts, Monday-Saturday

Hourly Rate: $27-$30 an hour
Responsibilities

CSCs are responsible for the following tasks. This list may be revised at any time and additional duties not listed here may be assigned as needed.

Client Care:

Schedule appointments, surgeries, and procedures
Register new clients
Check clients in and out for appointments, surgeries, and procedures
Confirm patient appointments
Prepare next day surgery and treatment documents
Provide exemplary communication and customer service
Conduct follow up correspondence
Receive and process client requests and prescription refill requests
Foster an educational experience for the client
Go over estimates, discharge instructions, and invoices
Clerical/Technical Skills:

Maintain accurate medical records
Answer and direct multiple phone lines
Ensure cleanliness of hospital
·Turn over exam rooms throughout the day
Prepare/process scans and referral reports
Learn and utilize estimates, fee schedule, and other operational documents
Respond to emails in a professional, timely manner
Prepare and process scans and referral reports
Ensure cleanliness of lobby, exam rooms, and client hospitality station
Provide cleaning and maintenance of office equipment
Perform other duties as assigned
Provide cleaning and maintenance for medical and office equipment
Keep up with social media-worthy patients/cases
Taking histories (and starting them in the computer for derm team)
Turn over exam rooms throughout the day
Professional Experience / Skills

7+ years of reception and customer service experience or open to learning
Experience valued but not required. Advancement opportunities available!
Passion for building relationships and educating
Compassion toward animals and people
High energy and drive to be successful
Fast learner, able to multi-task and be flexible to change
Ability to innovate and problem solve
Team player who can work effectively in a fast growing, dynamic environment
Effective communicator in a variety of situations
·Great attention to detail
Comfortable with computers and other technology
Experience with EzyVet software is beneficial
Veterinary clinic experience is beneficial, but we are always willing to train the right person
Must be open to learning
Strong communication and multitasking skills
Personal Characteristics

Strong enjoyment of client relationships and education
Compassion toward animals and people
Strong relationship-building skills
High energy, passion, and drive to be successful
Aptitude for technology, or willingness to learn
Ability to process and respond to all communication
Fast learner, able to multitask and adapt to change
Ability to think creatively and solve problems
Team player who can work effectively in a fast-paced, dynamic environment Effective communicator in various situations
Dependable attendance is required
Must be able to work shifts that support hospital business hours and until all patients have been discharged
Great attention to detail
Mission

To be the preferred specialty veterinary medical care provider and the preferred employer of veterinary medical professionals in the Rocky Mountain Region.

Our Promise

We provide the highest quality care by focusing on clinical excellence, effective communication, and healthy practice culture. At Mountain Star, we honor the Golden Rule: treat others as you’d like to be treated. We deliver a premium experience — one that’s personalized and focused.

Core Values

· Elevate Others: We create an environment that supports others to foster a positive and inclusive culture.

· Earn trust: We are honest with strong moral principles. We do what we say we’ll do.

· Act with Empathy: We genuinely care about others. We’re empathic, well-meaning, and kind.

The Why

We opened Mountain Star to ease the suffering of pets. Clients may have exhausted several options to heal their pet’s eye or skin conditions.

We work alongside family veterinarians to provide the highest level of care, support, and communication for clients and patients.

Leadership

All team members are an integral part of the leadership of this practice. Our words and actions are constantly on display with each other and with our clients. You are a leader from your first day here and we expect your actions to be consistent with that mindset. We ask that you direct your team members toward appropriate behaviors. Do not tolerate behaviors that are damaging to the values and culture of Mountain Star. At any point, we urge you to speak openly with your Hospital Manager or Medical Director regarding any issues you are questioning or are uncomfortable with.

Communication

We believe communication is the key to our success. We also know that clinical communication skills are learned, and that we should treat those skills with the same level of importance as our medical skills. To achieve our mission, it is critical that we communicate effectively. We want to build trust with our clients, and we want them to consider us a resource and partner in making decisions for their pets. This is only possible if we are skilled in communication techniques.

Emotional Intelligence

Emotional intelligence is the ability to understand and manage emotions effectively. Emotional intelligence in the workplace can provide significant benefits and further develop your career, in addition to creating better relationships and promoting a positive work environment. Emotional intelligence is important at work so you can perceive, reason with, understand and manage the emotions of yourself and others. Being able to handle emotions gives you the ability to guide and help people, and it can help you be happier and more successful.

Community

We take immense pride in serving and supporting our local communities. We know our team and clients feel the same. As we grow, we will continue to serve and support our community. We’ll partner with more nonprofits that offer a better quality of life to our pets.

We certify Freedom Service Dogs to begin training for military personnel.

It's About the Feeling

We recognize that the experience of visiting Mountain Star Veterinary Specialists matters more to our clients than almost anything else. That drives our culture and business philosophy. Our clients may not be able to recite what we told them a week after we saw them, but they will be able to tell you if they liked the hospital, how it smelled, if they were treated well, if we went the extra mile for them, or if the doctor was collaborative and thorough. We want to provide great medicine, but more importantly, we want to provide a great experience! This is the one thing that truly sets us apart.
Pay: $27.00 - $30.00 per hour

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Work Location: In person


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