Job Description
Massachusetts Veterinary Referral Hospital is looking to hire full time Client Care Hospital Call Agents to join our team to provide unsurpassed veterinary health care for our patients and their human companions. In this role you will often be the first person our clients work with and communicating regularly with our referring veterinarians.
Summary: The Client Care Hospital Call Agent is tasked with delivering superior care for our clients and referring veterinarians while developing relationships with the hospital teams. In this role you will be handling inbound and outbound calls and communications for the entire hospital. The Client Care Hospital Call Agent handle patient inquiries, following-up with medical departments resolving questions/concerns regarding patients in hospital, processing payments, answering questions regarding department services, scheduling appointments and more.
Location: This position is on-site only, this is not a remote position.
Schedule: Mass Vet is a 24-hour emergency hospital and we are open every day, including holidays.
Responsibilities:
Enter all client and patient information into the hospital information system efficiently and accurately
Communicate with patients and staff using multiple advanced communication tools, including phone calls, emails, faxes, and our hospital information system
Answer and resolve patient inquiries, in a professional, empathetic, and patient-centered way, using effective listening, written and verbal communication skills.
Educate and advise clients regarding hospital services, products, and practices
Assist clients with non-medical questions, booking appointments, and invoicing
Collect and accurately process payments
Explain alternative payment options for clients such as lines of credit and billing plans
Collaboratively working with medical departments to obtain updates regarding inpatients
Sending completed records to rDVMs when requested
Education, License and Job Requirements:
High school diploma required, associate's or bachelor's degree preferred
Some lifting (up to 30 lbs.). Prolonged hours on computer keyboard, talking on the phone, with periods of standing and/or walking
Available to work weekends
Skills and Experience:
1+ years of customer service experience
Experience in human or veterinary medical offices a plus
Proven experience in multi-tasking and prioritizing tasks
Exceptional organizational skills
Proficient in Microsoft Office suite
Skilled in remaining calm and working effectively in high pressure and busy situations
Strong active listening and customer service skills which includes the ability to resolve client issues and complaints with tact and diplomacy
Ability to promote effective communication between the client service staff, doctors and technical staff
Strong written and verbal communications skills
Excellent problem-solving skills and the ability to detect changes in circumstances or events and ensure clients satisfaction
Knowledge of computers, fax machines, multi-line phones, and other office equipment
Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, competence, merit, and business need.
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