Care Connect Specialist

AZ

About the position

The Care Connect Specialist (CCS) is responsible for creating an exceptional customer service experience for new Lovet clients and pets as well as clients seeking urgent and emergent services. The CCS will ensure that all new pets are scheduled and seen promptly.

Responsibilities

• Greets all clients and patients in a friendly, welcoming, and professional manner.
• Acts as a brand ambassador, always exhibiting the AZPV core values.
• Schedules appointments for new clients as well as clients seeking urgent and emergent services promptly.
• Works with Hospital Managers and Expeditor teams to creatively work-in clients to meet and exceed show rate goals.
• Registers all new clients/patients.
• Schedules appointments in accordance with AZPV guidelines.
• Manages internal specialty surgery schedules.
• Delivers on the AZPV WOW service by finding creative ways to work patients into daily schedules.
• Answers general veterinary questions in a clear and concise manner.
• Manages high volume, multiline phone system and Allydvm text message system.
• Ensures that all call back and voicemail procedures are followed according to the AZPV WOW promise.
• Assists clients with triaging online scheduling issues/needs.
• Ensures clients and pets arrive to visit prepared.
• Provides pre-appointment instructions based on appointment type.
• Proactively finds ways to elevate client experience to develop strong client relationships.
• Understands and markets all AZPV promotions, treatment packages, and client specials.
• Demonstrates strong cost confidence with clients and ensures all clients are clear on all treatment options and costing.
• Accesses patient records including the pet's medical history, prescription refill requests, vaccination records, referral documentation, and any other relevant information as needed.
• Acts as a liaison for internal and external referrals.
• Uses AZPetVet de-escalation techniques when receiving client complaints.
• Escalates client complaints to supervisor as needed to maintain strong client relationships.
• Adheres to all AZPV policies and procedures including facilities, IT, operations, and human resources.
• Executes new client scheduling goals and show rates.
• Checks individual and new client email daily, throughout shift.
• Performs other related duties as assigned.

Requirements

• Excellent verbal and written communication skills.
• Strong knowledge of medical terminology.
• HS diploma or equivalent preferred.
• 1+ years of customer experience highly preferred.