Client Solutions Specialist

Wellness plans are a convenient and affordable way to maintain every pets’ preventive needs. The wellness plans are greatly discounted and allows pets to receive all services up front while paying them off at the discounted rate over a 12-month period. As a Client Solutions Specialist you will ensure that all wellness plan patients are receiving their paid for services and in return we are receiving our payment for those services. These job duties will include but are not limited to:

• Maintaining all Wellness Plan paperwork
• Maintaining all Wellness Plan accounts
• Entering payment information and setting up recurring payments
• Running Wellness Plan Payments on the 1st and 15th
• Contacting all clients who have failed to pay
• Maintaining Decline Wellness Plan Accounts/Collections
• Handling all Wellness Plan Cancellations
• Maintaining Accounts Receivable
• Maintaining bi-weekly wellness plan revenue
• Adding or changing credit cards
• Scheduling appointments
• Changing Payment Dates
• Tracking daily Wellness Plans
• Providing empathetic, problem-solving support to clients and clinics

PERSONAL REQUIREMENTS

The Client Solutions Specialist must be able to:

• Be flexible in attitude and work habits.
• Quickly learn our wellness plans, and collections protocols and procedures.
• Learn how to pronounce, know the meaning of and spell commonly used veterinary terms.
• Perform basic computer skills.
• Physical Effort: Work requires sitting for extended periods of time, some light cleaning and restocking supplies as needed.
• Working conditions: Difficult and stressful phone calls at times.

PERFORMANCE EXPECTATIONS

• Can answer telephones and handle calls quickly, efficiently and in a professional and friendly manner using a multi-line system.
• Can identify which clinic the client goes to and move easily between calls and clinics.
• Can answer client’s inquiries about our Wellness Plans.
• Can accurately add wellness plans, cancel wellness plans, upgrade and downgrade as needed.
• Can run daily reports and perform necessary tasks.
• Can take care of deceased pets reports and wellness plan cancellations following all protocols effectively.
• Can learn phone protocols to save Wellness Plans, de-escalate upset clients, and offer support to both clients and clinic staff.
• Can accurately handle payment transactions.
• Can identify the balance on a client’s account and guide them through the options for repayment.
• Can accurately and empathetically communicate balances due.
• Can conduct oneself in a confident and professional manner with clients even when the situations are stressful and/or focused on individual tasks.
• Can deal intelligibly, pleasantly and efficiently with clients, often doing several things at one time.
• Can easily remember clients' names and patient’s names and use them.
• Can handle client correspondence including wellness plan cancellations, 30/60 and Final Notice responses, personal information change requests, and clinic as well as clients concerns.
• Can be available to work on the 1st and 15th of each month regardless of day of the week.
• Be able to be on call for a weekend as scheduled.
• Can call for missed payments and run the payment with owner approval.
• Can understand the balance on an account and add the proper service fees where necessary and send appropriate emails and letters.
• Can follow collections policies and procedures.
• Can learn medical terms, learn canine and feline vaccine protocols, and be able to identify on invoices.
• Can memorize Forever Vets Core Values and Mission Statement and use them in your everyday work life.
• Can maintain a professional/welcoming appearance of our office through cleaning and organization.

At Forever Vets Animal Hospital, we believe in giving the best service to our community in whatever way we can serve. As a Client Solutions Specialist, you are expected to follow the hospital’s mission in providing the best customer service/support possible to all our clients and clinics while performing all previously-stated duties.