Client Services Representative

Summary:

Overview

Do you enjoy working in a fast-paced environment with a strong team of committed animal lovers? Is problem solving and working with a variety of people something that energizes you? The ASPCA Animal Hospital Client Services Representative (CSR) creates an atmosphere of support for clients and their pets during their time with us.

Who We Are

The ASPCA Animal Hospital (AAH) provides expert, urgent medical care to some of NYC’s most vulnerable animals. As a component of the NYC safety net system, we provide subsidized care for animals whose owners are experiencing financial challenges and cannot otherwise afford medical care for their pet. We also provide medical care for animals who come to us through our internal partners, including victims of cruelty and neglect, as part of our partnership with the NYPD.

AAH is passionate about minimizing fear, anxiety, stress, and pain in our patients. Team members in this position are responsible for providing services and communication to clients, members of the public, co-workers, and patients that are consistent with our practice’s standards and Fear Free values.

What You’ll Do

The Client Services Representative reports directly to the Manager, Client Services and has 0 direct reports.

The CSR serves as a primary point of contact for clients throughout their experience at the hospital, providing support from check-in through check-out. Responsibilities include assisting clients with required paperwork, scheduling appointments, answering calls and messages, maintaining accurate client and patient information, and supporting electronic medical records. The CSR coordinates and facilitates communication across multiple platforms, connecting clients with medical teams and supporting communication between internal departments and external partners. Above all, the CSR provides compassionate, professional customer service with a high level of respect toward clients and their pets during what may be a difficult time.

Where and When You’ll Work

This full-time position works 4 days per week, 10-hour shifts. The schedule is Monday, Thursday-Saturday 8:00am-6:00pm, onsite at our 92nd Street location. Position may require occasional flexibility and occasional overtime, including weekends. Schedules are subject to change at the sole discretion of the ASPCA.

What You’ll Get

Compensation

The starting pay rate for this role is $22.00 hourly and falls under a collective bargaining agreement.

•  Staff in this role may be eligible for additional pay such as shift differential.

Benefits

At the ASPCA, you don’t have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include, but are not limited to:

• Affordable health coverage, including medical, employer-paid dental and optional vision coverage.
• Flexible time off that includes vacation time, paid personal time, sick time, bereavement time, paid parental leave, and 10 company paid holidays that allows you even more flexibility to observe the days that mean the most to you.
• Competitive financial incentives and retirement savings, including a 401(k) plan with generous employer contributions — we match dollar-for-dollar up to 4% and provide an additional 4% contribution toward your future each year. Robust professional development opportunities, including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field and so much more

For more information on our benefits offerings, visit our website.

Responsibilities:

Responsibility buckets are listed in general order of importance, and include but are not limited to:

Client Service

• Greet clients, determine nature of visit, and direct clients accordingly
• Load rooms when necessary and log times in the appointment management software.
• Build close working relationships with others, both internal and external, and at all levels
• Use a non-judgmental approach to build trusting relationships with clients  
• Encourage the client to speak openly and honestly to their doctor about medical and financial concerns
• Provide clients with required paperwork, ensure paperwork is completed properly
• Assist owners in comprehension of information provided to them and support them with their decisions
• Work with clients to obtain medical records from previous clinics as needed
• Provide a safe and compassionate environment for our patients and clients by utilizing Fear Free techniques
• Resolve client service issues within established guidelines
• Attend to the client every 30 minutes while client is in the hospital to assess animal health and client comfort

Administrative Client and Hospital Support

• Utilize computer system effectively – schedule appointments, create client accounts, view medical records, manage financial transactions
• Answer phone calls – schedule appointments, take messages for doctors, answer general questions; guide clients without giving medical advice
• Confirm daily appointments
• Be familiar with and utilize procedure manual as effective reference tool
• Discretely handle confidential client information such as social security numbers, credit card numbers, financial histories, etc. with adherence to all ASPCA privacy policies and Payment Card Industry Data Security Standards (PCI DSS) 
• Complete financial transactions for clients, including taking credit card and cash payments and recording payment in computer system   
• Review and determine client eligibility to be seen at the ASPCA Animal Hospital according to One ASCPA Fund Guidelines
• Maintain neat front desk appearance, keep supplies stocked

Qualifications

• Demonstrate genuine respect and friendliness to all clients and staff; leverage differences in others’ perspectives and ideas; appreciate cultural differences and approach all interactions with kindness and an open mind
• Must be organized and detail oriented and have a history of arriving on time and being ready to work at the start of your shift
• Ability to handle money accurately and honestly
• Ability to keep composure in a busy environment and handle every interaction with diplomacy
• Enjoys working collaboratively as part of a team, willing to pitch in to help others, both a strong team player and individual contributor
• Must be able to accurately and efficiently multi-task and problem solve in a fast-paced, ever-changing environment
• Must be friendly, outgoing and “people-oriented”; comfortable speaking with people from a variety of backgrounds
• Must have strong interpersonal and communications skills
• Proficiency with computers required, and ability to learn software such as Box, Impromed, and Teams
• Ability to exemplify ASPCA’s core values and behavioral competencies.

Education and Work Experience

• Minimum of 1 year of customer service experience required.
• Experience working in a fast-paced, high-volume environment preferred.
• Experience handling difficult or emotionally sensitive client interactions preferred.
• Experience in a veterinary care, animal welfare, healthcare, or nonprofit setting is a plus
• Experience with any of the following preferred: scheduling, data entry, payment processing, or client record management

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Education and Work Experience: