Client Liaison

    • Job Tracking ID: 512912-710674
    • Job Location: San Francisco, CA
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: November 07, 2019
    • Years of Experience: Up to 2 Years
    • Starting Date: ASAP
    • Campus Location: Pacific Heights
    • Status: Regular Full-Time
    • Department: Header: Pacific Heights Hospital
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Summary:

The Client Liaison enhances the customer service we provide to the guardians of animals that are in the hospital or actively undergoing treatment by coordinating with other staff to provide timely and accurate communication regarding their pet’s medical status and the cost of care. The Client Liaison maintains exceptional customer service care and facilitates timely accurate client to staff communication. The Client Liaison is an expert in our internal policies and procedures and has adequate clinical knowledge to give clients basic medical updates. They are responsible for being a proactive, knowledgeable point person with superior communication skills and a passion for promoting and maintaining client relations.

Essential Duties and Responsibilities:

General Duties

  • Provide daily estimate check for hospitalized and procedure patients, including surgery and dentals.
  • Ensure twice-daily basic patient status and financial updates for patients that are hospitalized overnight and once-daily updates for patients that are hospitalized for outpatient appointments
  • Perform follow-up calls for all patients that were recently hospitalized or underwent procedures and escalate any client concerns to the appropriate person
  • Audit charges entered by nursing care team prior to patient check-out to ensure services are being correctly charged
  • Conduct audit of the Patient Visit List to assure accurate and timely charging for services
  • Present estimates to clients whose patients will be hospitalized or undergo a procedure
  • Provide information about the SF SPCA Financial Assistance Programs to clients and employees
  • Enter accurate data related to communication and animals in our care
  • Attend morning and evening hospital rounds
  • Assist in the patient intake and discharge process involving payments for medical services, pharmacy prescriptions and retail items. Participate as back-up for front desk during peak traffic hours.
  • Aid the medical staff in preparing referral information packets
  • Facilitate communication and coordinating care between client and doctor to create constancy with overall client/patient hospital experience. Represent vet by relaying recommendations and follow-up with clients.
  • Assist in the process of ordering laboratory tests and prescriptions, as well as importing the laboratory results into a database system.
  • Maintain patient disposition procedures and facilitates communication between departments.
  • Schedule appointments with the use of our veterinary software, including facilitation of appointment scheduling for outside specialist scheduled at our facility
  • Maintain complete understanding of Hospital Policies and Procedures
  • Proactive with proposed solutions to any Hospital Policies and Procedures which are not meeting their intended purpose
  • Maintain Doctor, Client Services and Pharmacy voicemail and Email logs to sustain accurate client communication

Client Communication

  • Provide urgent client communication as directed by medical team
  • Actively engage in client outreach including follow-up calls and answering client inquiries concerning finance, records and to coordinate medical care
  • Schedule patient discharges and client appointments as needed
  • Provide courteous and informative customer service for client calls and e-mails
  • Assist department supervisors in resolving escalated issues to maintain/improve client relationships and retention
  • Provide demos and client education as requested by the medical team
  • Handle any disputes that arise with clients in regards to finance and patient care.

Staff Training/Process Improvement

  • Assist with the facilitating and delivery of process change trainings
  • Make recommendations on process improvements towards improvement on efficiency and cost savings
  • Assist with the scheduling and facilitation of associate coaching sessions to improve quality of service provided to clients

Customer Service

  • Practice and encourage the humane treatment of animals
  • Provide quality customer service to clients, volunteers, and staff while actively promoting our mission, services, programs and events
  • Promote donation and giving opportunities as appropriate
  • Promote Marketing and social media opportunities as appropriate
  • Ability to understand and respond appropriately to clients and pets that are experiencing physical and emotional trauma

Volunteers

  • Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society

Safety

  • Ensure a safe work environment; following all safety guidelines and modeling safe work practices
  • Take immediate action to address any safety concerns that could put a staff member, volunteer, client, animal, or the organization at risk
  • Maintain a clean, healthy, and sanitary work area; follow all pest and rodent control protocols. Participate in keeping the SF SPCA campus clean and well maintained

Diversity and Inclusiveness

  • Work effectively with individuals and colleagues from diverse communities and cultures

Open Communication

  • Facilitate open, direct communication throughout the Society.
  • Embrace and promote the Society’s BLISS direct communication program.

Reporting Relationship and Contacts:

  • Hospital Business Manager at Mission Campus and the Client Services Supervisor at Pacific Heights

Physical Requirements and Work Environment:

  • Work is performed in a shelter/animal hospital setting
  • Frequent bending, reaching, kneeling, and climbing stairs to facilitate client care
  • Regular sitting at a computer workstation 6-8 hrs per day to input patient data
  • Exposure to disinfectant solutions when in kennel & treatment areas
  • Subject to animal bites and scratches while handling animals
  • Consistent exposure to animals and animal allergens under conditions with limited alternatives available
  • Tetanus and rabies (pre-exposure) inoculations are required or must be waived

Education and Experience (Required):

  • Bachelor’s Degree
  • Minimum one year of professional experience in a fast paced, customer service environment
  • Bilingual skills preferred
  • Experience in animal welfare and veterinary medicine a plus
  • Conflict resolution or de-escalation training a plus

Knowledge, Skills, and Abilities:

  • Commitment to the mission, values, goals, and success of the San Francisco SPCA
  • Strong computer skills including; word processing, spreadsheets and ability to master veterinary software as applicable to the Hospital
  • Excellent customer service skills, especially in areas of compassionate problem solving and conflict resolution.
  • Knowledge of Veterinary practice preferred, ideally in an emergency/critical care environment
  • Outstanding written and verbal communication skills
  • Flexibility, adaptability and a strong work ethic
  • Professional attitude and appearance
  • Comfortable working in the shelter & veterinary environment and willing to accommodate animals in the work place
  • The ability to deliver feedback with patience, care and compassion.
  • Highly organized and detail oriented
  • Able to work independently to accomplish job duties

Benefits

Salary and Benefits:

The starting hourly rate for this position depends on the depth and breadth of experience. Regular full-time employees are eligible for benefits package including: paid time off, medical, dental & vision insurance, life insurance, long-term disability, tax-deferred retirement plan, pre-tax commute expense deductions, discounted veterinary care, employee discount on retail, and pet supplies.

The SF SPCA is an Equal Opportunity Employer and welcomes applications from individuals who contribute to our diversity. We are an at-will employer and conduct pre-employment background checks and drug screening. This job description reflects the assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.