Dispatch/Client Services Rep.- Hagyard Equine Medical Institute

Position: Dispatch/Client Support Representative

Location: Main Office

Hours: Monday – Friday, 8am – 5pm with night on-call rotation.

Skills/Responsibilities Required:

The primary role and duties include, but are not limited to, the following:

 Receives incoming calls from clients, Hagyard veterinarians or referring veterinarians.

 Provides general customer service and assistance to callers and other team members.

 Records necessary information from the caller obtaining the detail required to determine if the need is routine or an emergency.

 Locates available veterinarian in area for emergency services.

 Contacts veterinarian by telephone and/or texting to schedule client service visits.

 Informs veterinarian of all details regarding a situation in a prompt, non-emotional and professional manner.

 Schedules appointments and enters information neatly and accurately into a computerized scheduler.

 Maintains organized and accurate records of daily activities, cancellations, and new appointments for veterinarians.

 Manages the expectations of clients and when they can expect service to be provided.

 Establishes a professional rapport with clients to enhance the client service experience.

 Ensures communications with clients are kept within allowable limits, i.e. facts only, no opinions.

 Reports any significant changes in a situation’s status, i.e. significant doctor delay or significant change in patient’s condition, to the

appropriate parties immediately.

 Assists veterinarians with client communication via phone, fax, mail, or e-mail as requested.

 Coordinates emergency calls for the ambulance and relays information and assistance requests involving other veterinarians.

 Prepares, reviews and maintains reports, correspondence and records as needed for veterinarians.

 Interfaces with the client to understand the client’s overall needs and requirements.

 Shares details with clients, when appropriate, on additional offerings to provide value added service.

 Serves as a point of escalation for issues or activities that the client may encounter.

 Expedites the resolution of client problems/complaints to the appropriate person(s).

 Shares ideas and client needs with management and/or veterinarians.

 Coordinates with other client support team members in scheduling and/or requesting additional assistance when a client’s needs

cannot be promptly handled.

 Assists with the answering of phones, directing calls to the appropriate area and assisting visitors during after hours or weekend

shift coverage.

 Assists with special projects and additional duties as directed by the supervisor, veterinarian or a member of management.

Qualifications:

 Customer-focused

 Effective communication skills

 Able to handle multi-phone line system, texting and emailing simultaneously

 Intermediate computer skills

 Organizational skills

 Detail-oriented

 Ability to sit for long periods of time

 Knowledge of routine care and services provided to horses required

Please follow the link below to apply:https://www.hagyard.com/about/job-opportunities/dispatch-client-services-representative