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Client Experience

2 weeks ago

Newcastle, Australia s8 Full time

Operationally focused and customer service guru
- Working near the beautiful Hunter Valley region
- Supportive team who values each other, and your development

**Why work for this Veterinary Hospital?**

Because you will be working for a large 24/7 emergency and specialist small animal hospital, within the beautiful Hunter Valley region located in Newcastle, and close to the gorgeous central coast beaches on the NSW coastal line.

You will be working amongst a team of emergency and specialist staff, who are supportive of one another, and value growth, collaboration, and development.

The hospital is looking for a
**client experience and facilities coordinator** which is a
**key leadership** position, and opportunity to develop your career further in this arena. You will work closely with the Practice and Clinical Managers and be part of the AREC journey.

**What will you do in this role?**
- Lead and support approximately 8 customer service representatives (CSR) who are an integral part of delivering peace of mind to pet owners of the Hunter
- Approximately 35-40% of the time will be spent fulfilling reception desk duties
- Motivate and train the team to continually improve the efficiencies, workings and experience of the hospital, including fostering an environment of staff recognition, trust and support
- Maintain operational requirements of the clinic front of house operations, including managing CSR staff, assisting with the development and implementation of policies and procedures, and maintaining positive relationships with staff, clients, and stakeholders
- Work with the clinical team ensuring the site operates efficiently, effectively, and provides high-quality patient care, communications, and experience
- Work with the marketing coordinator to create and manage ongoing client relationships
- Ensuring all services comply with veterinary accreditation and WHS standards
- Working with the accounts team regarding bad debt management
- Coordinate and oversee general administration duties such as stationery and kitchen supplies, and liaising with external contractors, trades, and suppliers which contribute to the overall functionality of hospital operations; as well as ad-hoc administration duties
- Assist with client projects and general administration of office duties as directed by the Practice Manager
- Assist with managing patient flow, communication and liaison with general practice and referral vet practices for seamless patient care, coordination, and experience

**Who is this (people-first) business?**

This Hospital has been delivering specialist and emergency healthcare for pets since 2004 and have a staff of more than 100 experienced qualified staff who work 24/7 to provide holistic medical care.

The hospital is purpose-built, and the facilities are equipped to handle the whole client journey from triage, pathology, imaging, surgery, intensive care, pharmacy, and recovery. The facility includes a comfortable waiting area, triage and consultation rooms, treatment spaces, isolation bays, a surgical suite/operating theatre, specialists diagnostic imaging, on-site pharmacy, pathology lab, and a
**dedicated staff lounge**

They are a hard-working team, although also enjoy a good laugh and giggle, and work together to achieve success for their patients, clients, team, the clinic, and themselves.

YOU That is, if you are
- An IT savvy, well organised, customer service focused Leader in the animal health arena - **previous people management experience is essential**:

- Able to work a non-typical type of roster including; one fortnight of afternoons/evenings (1pm - 10pm), and then a fortnight of mornings/days; working 1 weekend in a 4 week rotation - although having a 4-day weekend every 4 weeks as well
- Possess a mature, inclusive, empathetic, curious, and positive approach to all situations
- Possess outstanding work ethic and punctuality
- Possess strong resilience, **emotional intelligence**, and able to demonstrate strategies to protect and promote positive Mental Health for both you and the team you support and lead
- A high level of integrity, honesty, and diplomacy
- Someone who enjoys creating and refining processes ensuring the practice runs smoothly and efficiently
- Someone who is proud of their professional manner and presentation
- Someone who displays **outstanding customer service skills,** verbally and written, and is able to professionally deal with complaints
- Qualifications in Business administration or Practice Manager are desirable
- Knowledge of the veterinary or human medical industry is an advantage, **although not essential**:

- Proficiency in Microsoft Office Suite: Outlook, Word, Excel, and PowerPoint
- Excellent **conflict resolution skills,** and interpersonal skills
- Organisational and analytical skills in management of reporting and managing KPI’s
- High attention to detail and accuracy with managing the practice management system and data entry
- Capacity