Description

Position at Solano-Napa Pet Emergency Clinic

Client Service Representative (CSR) Shift Lead

Reports To: CSR Manager and Hospital Administrator (HA)

Status: Non-Exempt

JOB SUMMARY Department: Emergency Location: All Pay Range: $20-29/hr

The CSR Shift Lead works with department doctors and team members to ensure the daily department activities are completed in an effective and efficient manner. Along with the clinical shift leads and CSR Manager, the CSR Shift Lead will properly allocate resources to provide the safest and highest level of patient care.

PRINCIPAL DUTIES AND RESPONSIBILITIES Incumbent must have the skills, ability, and judgement to perform the following essential job duties and responsibilities with or without reasonable accommodation. Complete a continuous review of the day's workload and formulate a plan to execute in a productive and efficient manner. Assign work in accordance with but not limited to the CSR workflow, triage turnover workflow, patient release(s) and client service. Able to ensure all client interface and patient care occurs in a timely manner. Operate as the primary liaison between the CSRs, client, doctor, and nurse staff for hospital activities. Elevate any client, doctor, or staff member concern to the CSR Manager, Technician Supervisor, Medical Director, HA, Director of Nursing in a timely manner. Direct and assist the CSR team, as needed, to respond to and resolve client inquires or issues. Provide ongoing feedback to the CSR Manager, Technician Supervisor, Medical Director, Director of Nursing, and HA on the department activities and assist with removing obstacles. Other duties as assigned ESSENTIAL JOB REQUIREMENTS

The requirements listed below are representative of the knowledge, skill, and/ or ability required for the role of CSR Shift Lead

Leadership Skills Ability to foster a positive working environment and the ability to address issues with immediate and on-time feedback in a positive manner. Ability to influence others including, but not limited to, leading by example. Ability to guide, direct, and coordinate hospital team members. Ability to redirect staffing accordance with the day's work and doctor activity. Ability to find coverage and support fellow leads with time off. Ability to work at least 1 weekend day per week Communication Skills Must have the ability to communicate in a consistent and professional manner. This includes both verbal and written communication. Ability to communicate and collaborate with the on-shift E R Doctor and clinical shift lead Ability to recognize and elevate real-time client, clinical, or workflow issues to the CSR Manager, Director of Nursing or Hospital Administrator. Model and promote effective communication with all clients and team members utilizing communication skills. Willingness and ability to speak to clients in a compassionate manner to ensure full client satisfaction. Education/Experience Experience in a fast-paced environment with the ability to triage patient care is essential. Triage Skills Proficient triage and workflow skills are essential for this position. This includes but not limited to: ezyVet and SmartFlow proficiency including the ability to ensure all fees and charges are properly captured in the client invoice. Benefits 401K with 100% company match up to 3% and 50% company match up to 5%, eligible after 6 months of employment Company Sponsored Employee Assistance Program (Headspace)

We are a proud United Veterinary Care Partner hospital. United Veterinary Care supports the unique culture and individuality of each partner hospital while empowering the hospital teams in their care for patients. One of our goals is to support our community of hospitals in creating sustainable, fulfilling careers in a profession we love.

United Veterinary Care provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.