Client Coordinator, Small Animal Clinical Sciences
College of Veterinary Medicine 2 Positions Available
The College of Veterinary Medicine invites applicants to apply for the new position of Client Coordinator, located within the Small Animal Clinical Sciences department. The primary purpose of this position is to work directly with clients and the hospital services to facilitate communications, answer questions, provide information, assist with forms, and connect with owners. Fosters strong, cordial relationships between The University of Tennessee Veterinary Medical Center and its clients. Incumbents use their veterinary medical knowledge to educate clients on UTCVM procedures, processes, and policies. Uses knowledge and experience in Veterinary Nursing to perform responsibilities.
Qualifications
Typical Responsibilities:
For New Clients Referred to UTVMC:
Answers incoming questions/inquiries from Clients regarding services offered, how appointments are seen, referral needed, teaching hospital atmosphere, and general estimates.
Coordinates with clinical services, referring veterinarians, and coordinators to ensure patients are scheduled for appointments.
Monitors schedule for any missed appointments; contacts client to see if they have any questions/inquiries and makes Referral Coordinators aware of missed, rescheduled, or canceled appointments.
Monitors schedule for long or delayed wait times and serves as liaison between service, students, and clients, sharing updates and/or relaying client concerns.
Collaborates with referral coordinators to prepare virtual visit video to include on the website.
In coordination with referral coordinators, creates, maintains, and updates annual service forms, estimates forms, and what to expect documents for clients.
Coordinates with referral coordinators, client services, and specialty services to keep website up to date.
Calls Clients prior to appointment to answer any questions, to provide driving directions, and to share what to expect upon arrival (wait time, minimal parking, etc.).
For Current Clients to UTVMC:
Coordinates prescription refills between client, service, and pharmacies; may include follow-ups to confirm filling. Inputs information into database.
Answers questions/inquiries from clients who have questions and concerns about their pet.
Monitors schedule for missed or canceled appointments and contacts client to answer questions, inquiries, and/or concerns.
Completes follow-up communication with client to check-in on visit; answers any questions about discharges, asks how patient is doing, and answers questions or provides clarification and/or reiteration for post-ops and post-treatments. Schedules follow-up appointment as needed. Confirms follow-up to Referring DVM or UTCVM.
Is first in line to handle client complaints; summarizes and reports concerns to faculty, service nurse and Department Head.
Answers inquiry phone calls that come in for services.
Works as a liaison between services during procedures when problems or questions arise with the client/patient.
Monitors schedule for long or delayed wait times and serves as liaison between service, students, and clients with updates and/or client concerns.
Coordinates with services and students to ensure patient charges are in and approved, discharges are complete, medications are ready, and patient is clean and presentable.
Updates the computer system with pertinent information for the use of Client Services so they know whom to contact when client calls or arrives; this includes when a patient is transferred to another service within the hospital.
This position may have supervisor duties and/or other duties as assigned by the Department Head, Dean and Veterinary Nursing Director. Supervisor duties would include but are not limited to conflict resolution, performance evaluations, career coaching/mentoring, onboarding, hiring, recruiting, etc.
Minimum Qualifications:
Must be a graduate of an American Veterinary Medical Association (AVMA)- accredited program in Veterinary Technology with an Associate’s or Bachelor’s degree.
Must hold a Veterinary Technician license and must obtain a license to practice in Tennessee within first year of employment.
3 years of relevant experience in a veterinary medical center or in a private/specialty veterinary practice.
Preferred Qualifications:
At least 2 years of training or experience in communications, veterinary social work, or leadership.
3 years of veterinary nursing experience at the UTCVM.
The Veterinary Medical Center is operational 24 hours a day, 7 days per week, and 365 days per year. Occasional weekend, evening, or holiday work may be required of this position.
