SADE MORNING

• Completes Pre-registration activities and documents results in the registration system for scheduled patients, including contacting patients by phone or in person to obtain and verify demographic and insurance information, communicate outstanding liability, and relay necessary pre-arrival instructions.
• Uses customer service skills while communicating with the patient, insurance company, employer, or third-party payor to secure all demographic and financial data necessary for accurate and complete demographic and financial information.
• Reviews and updates demographic/insurance information and accounts status to ensure accounts meet payer requirements/times for billing and payment. Ensures data quality standards are met through quality monitoring and report reviews.
• Educates patients and family members on insurance coverage and requirements, available resources, and hospital billing processes to ensure that patient's financial commitment to the institution is met.

• Oversee the scheduling system and wait time for all members
• Manage calls, emails, and additional communications
• Source of knowledge for our members by answering questions, sharing information etc.
• Deliver all billing communications during visits
• Seek out feedback and communicate to proper channels
• Maintain a clean, welcoming, and on-brand environment in our practice
• Bring hospitality and service to the forefront of our business
• Find solutions for our members
• Work with members to ensure smooth experiences
• Monitor and manage the practice by anticipating

• Providing first level customer service
• Handle all phone inquiries, transferring calls to appropriate party
• Greet clients and their pets
• Keep reception desk tidy and the refreshment center fully stocked
• Enter client information into company software
• Process payments

• Operate a multi-line telephone system to answer incoming calls with proper telephone etiquette. Contact clients by phone to confirm appointments/procedures and return calls in a timely manner.
• Schedule and confirm appointments, managing a multi-doctor appointment calendar using the hospital appointment/re-check guidelines.
• Use computer scheduling program and patient record program to schedule all forms of appointments, process required paperwork and intake forms (grooming, surgery, boarding, etc), input and update client/patient records, scan medical documents, and fax/email records upon request and approval.
• Relay medical instructions and pre/post-surgical instructions to clients; itemize and review the client’s statement to confirm billing and services rendered.
• Understand wellness care, common medical problems or warning signs, and patient admittance standards (vaccination history/status) to effectively and accurately communicate with clients.
• Greeted patients and visitors to answer questions or refer inquiries to appropriate personnel.
• Process all forms of payments- cash, credit/debit, insurance, or credit program.
• Complete opening, closing, and cleaning tasks as directed by shift checklist. This includes balancing cash and electronic payment reports, prepare deposits, running opening/closing reports, and ensuring task checklists are assigned/completed.
• Mail out client correspondence for holidays and sympathies. Receive incoming mail and small deliveries.
• Adhere to posted schedule and completed assigned tasks; taking initiative with general or limited supervision.
• Attend and participate in staff meetings as they are scheduled.
• Knowledge, Skills, and Abilities:
• Ability to maintain organization, time management, and attention to detail at all times.
• Demonstrate empathy and sense of urgency when responding to client/patient requests and emergency situations.
• Treat all patients, clients, and hospital staff with respect and compassion.
• Remain professional and courteous when interacting with clients and patients; staff may be exposed to bites, scratches, animal waste, contagious diseases, and unpleasant odors and noises.
• Possess strong work ethic, dedication to team work, and initiative to work towards the common goal of the team

Live and exemplify the Five Principles of Mars, Inc. within self and team.
Actively recruit new clients by promoting hospital services and route the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
Maximize the number of pets seen by the hospital team through through a productive and efficiently run hospital to support the needs of our wellness plan clients.
Provide professional, efficient and exceptional service at all times. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet's health.
Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services
Assist incoming clients 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 clients 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.
Other job duties as assigned.

• Greet all clients, answer all Clients phone calls, schedule daycare/Boarding Appointments.
• Complete Overnight Communication log.
• Complete overnight task sheet such as, Laundry, Clean any dirty dens, offer all dogs water. Clean cat room,grooming room,Break room, clinic/pharmacy.
• Walk through: Making sure all Dog/cats are healthy nothing abnormal.
• Scan all document such as Welcome forms,Medical records and Boarding/appointment sheets.
• Prepare all upcoming boarding sheets
• Process all overnight stays.

• Assist all animals in boarding such as: dog walks, feeding and medicating all animal boarding.
• Assist front desk such as: Answering all phone calls, scheduling and booking appointments, assist in fear free for all anxious and nervous animals.
• Give all information on vaccines, surgery information, preventatives and etc.
• Restraint for blood draws, vaccinations, xrays ,surgery preparation, nail trims, Anal glads And Subcutaneous Injections.

• Educated clients on how to conduct transactions with convenient online solutions.
• Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Greeted incoming customers to provide immediate, friendly and knowledgeable support.
• Scheduled and confirmed appointments
• Shared detailed information regarding Payment, clinical options to help customers make decisions.
• File all records, new client forms and Spay Vouchers
• Input all Prescription requests, Client concerns in all doctors calls