Patient Coordinator - (Veterinary Patient/Client Financial Coordinator)

Southern Oregon Veterinary Specialty Center located in Central Point, Oregon is the only 24/7 Specialty + ER veterinary hospital in a 250-mile radius. We have board-certified veterinary specialists supporting many departments including Surgery, Emergency and Critical Care, Internal Medicine, in addition to our our newly opened Urgent Care facility. We perform advanced therapy such as blood transfusions, chemo, complex surgical procedures and more. As a 24/7 animal emergency and specialty hospital, we work as a team to help clients during their animal's entire journey here in the hospital. Our team cherishes the special bonds between pets and their human family. We want to find team members who possess critical thinking skills, empathy, and excellent inter-personal communication techniques to foster an environment of care and compassion. 

Our team recognizes that there is a special bond between pets and their human family. Our goal is to work as a team to help clients make the best decisions for their pet’s medical care. We are dedicated to offering the highest level of medicine, to providing a compassionate environment to all pets entrusted in our care, and to treat each pet as we would treat our own. That's where you come in! We are looking to add a dedicated hard working team member to our patient coordinator team. 

The ideal candidate for this position is someone who possesses strong communication skills, thrives in a busy faced paced environment and is a team player. As a Patient Coordinator, you will function as a liaison between the client and doctor, while presenting treatment plans with a high level of confidence, preparing financial agreements when approved by the doctor and/or supervisor, and communicating effectively with clients, veterinary technicians, and doctors.  

Open Shift:

• Full-Time, Non-Exempt
  

The ideal candidate will:

• Be able to function as a financial liaison between clients and doctors, present treatment plans, prepare financial agreements, and communicate effectively and professionally with compassion
• Have stellar inter-personal communication skills
• Have an open mind, and is willing to learn and take the initiative to jump in to help as needed
• Appropriately communicate with clients and support them through various situations common within the field of veterinary medicine
• Be empathetic to the various humans and animals that walk through our doors, and treat each pet as you would your own
• Be prepared to interact with clients from any and all walks of life and help explain common financial invoices and procedures in a veterinary hospital
• Possess a positive, team-oriented mindset in a professional capacity
• Be ideally available to work weekends (generous shift differentials)
• Available to work holidays (generous holiday pay)
• Complete, possess, and understand all: required job duties, essential and administrative functions, office maintenance duties, skill requirements and expectations, and working and physical conditions (detailed below)

Job Duties:

• Check in all appointments/ ER arrivals
• Ensure appropriate information is ready and entered correctly
• Communicate effectively with technicians and doctors
• Be present and available for assigned department/doctor during shift
• Present treatment plans with a high level of confidence
• Update owners with timeliness of an appointment or ER case
• Keep track of owners waiting to be seen, and checking in to keep them updated regarding delays
• Explain the triage process
• Quote all exam fees
• Knows each specialist and what they specialize in
• Schedule specialty appointments
• Correctly fax/email referral records requests for upcoming appointments
• Give accurate directions from other cities/states
• Quote common diagnostics if applicable for a specialist appointment
• Quote for ER coming in and payment methods
• Recognize a possible contagious animal and how to limit exposure to other pets
• Clean a contagious room by written protocol
• Process a Euthanasia with compassion and professionalism
• Answer, respond to and update clients via phone and in person
• Assist a phone caller with a financial need
• Other duties as assigned

Essential and Administrative Functions:

• Process all paperwork for the hospital
• Maintain a clean work area
• Maintain appropriate communication / noise levels
• Prepare paperwork for all schedule appointments
• Prepare paperwork for all ER cases
• Fax and/or email correctly and to appropriate person(s)
• Correctly enter information into SmartFlow & EzyVet
• Process deposits and finish invoices correctly
• Use the credit card and care credit machines accurately
• Scan, rename and attach all documents into SmartFlow & EzyVet
• Process or help a client process a care credit application
• Prepare Financial Agreements when approved by doctor and/or supervisor
• Confirm all client/patient documents are updated and attached to patient chart
• Call in prescriptions as directed by a doctor and how to properly enter into SmartFlow & EzyVet
• Properly file all signed client and financial documents
• Prepare and send sympathy cards
• Call owners when ashes are back in our hospital and ready to pick-up
• Use the intercom system for transferring calls
• Obtain correct information from anyone calling, in order to direct call to correct person
• Field calls from solicitors
• Correctly enter all client communications into SmartFlow & EzyVet
• Direct all paperwork coming from the fax machine to the correct person and/or place
• Able to transfer Radiographs from company Email
• Correctly send radiographs that need to be reviewed to our Radiologist
• Correctly check over incoming records, lab work and radiographs for upcoming appointments and call if any information is still needed
• Follow Hospital Policy as stated in the Employee Handbook
• All other duties as assigned

Skill Requirements and Expectations:

• Be prepared and on time for a scheduled shift
• Be neat, clean and dressed professionally
• Act professionally at all times
• Have excellent people skills
• Be friendly yet polished
• Be warm and welcoming
• Be able to multi-task
• Handle an upset client while acting professional
• Give accurate directions from other cities/states
• Fax and/or email  correctly and to appropriate person(s)
• Know basic typing skills
• Read, speak and write the English language
• Minimum of one year customer service experience required
• Experience in a veterinary office preferred but not required
• Minimum one year cash handling/ accounting experience preferred but not required

Education and Experience:

• Minimum of one year customer service experience required
• Experience in a veterinary office preferred but not required
• Minimum one year cash handling/accounting experience preferred but not required 

Working and Physical Conditions:

• Working conditions are normal for a veterinary hospital
• The noise level is moderate to high and includes business machines, medical equipment and patient barking/howling
• Work involves frequent lifting of patients and inventory up to 40 pounds
• Work involves frequent squatting, bending, pushing and pulling
• Equipment operation may require the use of personal protective equipment (PPE) to include but not limited to nitrile gloves.

Benefits:

• Uniform Reimbursement
• Quarterly Bonus Opportunities
• Generous Shift Differentials for weekend and overnight shifts (up to $5.00 per hour in addition to base wage)
• Paid Time Off Accrual
• Paid Sick Leave Accrual
• SIGNIFICANT Employee Pet Discount (up to 75% off all services + free vaccines)
• 100% Tuition Reimbursement for students enrolled in a Penn Foster Veterinary Technology program after 1 year of service
• 401k + Employer Match
• Medical/Dental/Vision
• Disability Insurance
• Life Insurance
• Multiple various ancillary benefits
• And MORE!

This position is open for internal and external applicants.

*ALL APPLICANTS MUST BE 18 OR OLDER TO QUALIFY*

Southern Oregon Veterinary Specialty Center celebrates diversity and are committed to creating an inclusive environment for all employees. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

We appreciate your interest in Southern Oregon Veterinary Specialty Center. Southern Oregon Veterinary Specialty Center is an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Company also prohibits harassment of applicants or employees based on any of these protected categories. It is also Company’s policy to comply with all applicable federal, state, and local laws respecting consideration of unemployment status in making hiring decisions.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the company. Please inform the company’s personnel representative if you need assistance completing this application or to otherwise participate in the application process.

Your application will be active for 90 days. If you are not hired during that time period, but wish to continue to be considered for available positions, you must complete a new application.

Note to Applicants: Smoking is prohibited in all indoor areas of Company unless designated smoking areas have been established by a particular location in accordance with applicable state and local law.