Emergency Client Service & Client Billing Supervisor

At PetVet Care Centers, our mission is to improve the lives of animals and people — providing exceptional and compassionate care at every stage — for all the moments that matter.

Because life is better with pets.

We deliver the Ultimate Care Experience — every pet, every client, every time. That starts with a Culture of Care that supports our team members as much as the pets and clients we serve.

With more than 420 locally led hospitals and over 11,000 team members nationwide, we offer:

• Local autonomy with national support
• Career mobility and development opportunities
• A collaborative, inclusive environment where your wellbeing comes first

You care for pets. We care for you.

Position Overview

• Supports and adds value to an efficient organization dedicated to quality care and exceptional service. Performs a variety of clerical and customer service work in providing support to the hospital. 

Key Responsibilities

• Offers owners and potential owners a warm and friendly greeting in person or on the phone; answers their questions
• Provide top notch customer service
• Maintain a professional appearance (clothes and attitude)
• Maintains clean exam rooms and lobby
• Identify and work compassionately with clients in various emotional states
• Responds to inquiries about the range of services the practice provides and the species it treats; refers to appropriate department/staff member as needed
• Coordinates the flow of pets and owners in the lobby; placates owners distressed by long waits, scheduling glitches, and other problems
• Recognizes the symptoms of pet(s) and owners in crisis; handles basic medical emergencies appropriately
• Assists owners when picking up medications, ashes or special dietary products; answers questions
• Inputs data to practice management software to check pets in; makes simple postings to accounts; compiles data for various reports
• Highly skilled at typing and editing a variety of correspondence, reports, memoranda, and other material ensuring accuracy
• Process disposition records and corrects any errors found
• Maintains professional in writing for responding to emails or documenting in database
• Handles Client Billing and Accounts Receivable
• Processes Care Credit and Scratchpay Records
• Checks EOD for errors and corrects within client database
• Performs cashiering duties; processes refunds, returns and credits as needed
• Organizes and processes all payment plans
• Processes billing statements and collections
• May weigh pets when they come in for exams, procedures, etc.
• Processes faxes
• Shows up for work regularly; full time presence at work is essential for every shift
• Obtain previous records from other facilities and adds to patient chart
• Able to learn basic veterinary medicine terminology
• Be able to multi-task efficiently
• May take medication refill requests and messages for doctors
• Able to use Windows based computer systems, word processing, email, web search and other skills needed to use software.
• Able to reconcile the drawer and complete end of day duties at the close of the day
• Performs other duties as assigned by Hospital Manager and Medical Director

Competencies:

• Customer Service: Displays a desire to provide outstanding services and exceed customer expectations
• Communication: Uses effective and appropriate methods of interacting with others
• Energy and Productivity: Completes tasks quickly and thoroughly without prompting
• Flexibility and Multi-tasking: Adapts easily to changing demands and manages multiple priorities effectively
• Administrative Ability: Uses appropriate administrative and clerical procedures and systems for managing office work.
• Dependability: Demonstrates responsibility in completing all job tasks
• Team orientation: Works cooperatively with the team to address tasks and accomplish goals
• Organization and Attention to Detail: Monitors and reviews information thoroughly and maintains an organized system for all documents
• Time Management: Manages time and prioritizes work tasks effectively

 Qualifications:

• High school diploma or GED
• Previous experience with Client billing, High Quality Customer Service Skill Set, Previous Leadership position
• May consider an equivalent combination of education, certification, training, and/or experience
• Knowledge of clerical procedures such as alphabetizing files and records
• Ability to provide great customer service in a courteous, prompt, and efficient manner
• Ability to perform cashier duties accurately
• Ability to multitask and pay close attention to details
• Cornerstone experience preferred
• Depending on functional area of assignment, tasks may involve extended periods of time at a keyboard or workstation and/or extended periods of time standing and/or walking
• May involve some climbing, balancing, stooping, kneeling, crouching, or crawling
• Some tasks involve the periodic performance of moderately physically demanding work, usually involving lifting or carrying moderately heavy animals (up to 50 pounds) 

What We Offer:
We care deeply about supporting our team members — professionally and personally. Benefits include:

• Medical, dental, and vision insurance
• Paid Parental Leave (birth, adoption, foster)
• 401(k) with discretionary contribution
• Team Member Pet Discounts
• Emotional wellbeing support — including Calm app access and 24/7 EAP
• CE stipends and career development resources
• Grant Circle — a relief fund for team members facing personal hardship
• Local hospital culture backed by national resources