Introduction:

The Lead CSR & Complaince Coordinator trains, supervises, and assists the client care team to plan, coordinate, and perform a variety of duties concerned with animal health and client education.  The Lead CSR & Complaince Coordinator directs, plans, and coordinates a variety of patient service functions that are related to client management and the healthcare team. These functions include reception, maintenance of veterinary medical records, accounts maintenance, and training of personnel to maintain the highest standard of client service and client patient care.

​

Primary Job Responsibilities:

• Coordinate and oversee the client care team in their performance of a variety of clerical and public contact duties which facilitate the work of practitioners, veterinary technicians, technician assistants who directly or indirectly provide patient care.

• Organizes the client care team to provide a consistent standard of care and assure that all charges are invoiced and all services are made available to clients. Encourages positive verbal, non-verbal, and “face to name recognition” (employee, client, patient) at every point of interaction.

• Direct on-the-job training. Discuss disciplinary actions needed with the hospital administrator and assist with the follow through. Maintain effective employee-management communication.

• Finds way to increase the client and patient experience to make it more pleasurable and makes sure we are exceeding our client’s expectations. Always a step above our competition.

• Works well with all team members and ensure that your actions support the hospital, the doctors, and the practice philosophy.

• Train, supervise, and assist the client care team in their performance.  Conduct regular team and individual monthly meetings. Training focused. Incorporate new hires into mentor program and follow-up weekly with progress.

• Exhibit a technical knowledge of products and medications sold, including dietary products. Demonstrate the ability to explain and educate clients on products and answer their questions regarding product purchase/use. Educate staff on these products.

• Consult the practice administrator concerning personnel matters, disciplinary actions and follow through. Work together to help mentor yourself in leadership role and guidance.

• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance. Conduct timely performance evaluations, mediate interpersonal problems and address concerns.

• Develop and promote the Reception Tech position and direct client care team to incorporate role into their responsibilities.

• Act, as a liaison with clientele to address concerns or complaints

• Locate coverage for client care team during absents. Coordinate with hospital supervisor.

​

Skills and Knowledge:

• Recognize and assist in solving professional, administrative and supervisory problems in assigned area. Position exercises considerable judgment in applying professional knowledge in solving nursing problems within established policies and practices and is reviewed by the supervisor through conferences, reports and observation of results obtained.

• Knowledge of the procedures used for receiving, treating and scheduling patients, for ordering medical supplies, and requesting laboratory tests.

• Knowledge of spelling and the meaning of commonly used veterinary terminology in order to accurately enter specific information onto patient records.

• Knowledge of the structure and content of English language including the meaning and spelling of words, rules of composition, and grammar.

• Ability to work independently on assigned tasks as well as to accept direction on the given assignments. Understand and carry out oral and written direction.

• Strong communication, leadership and motivation skills. Has the ability to effectively solve problems dealing with staff conflict to personnel issues and performance. Has the ability to direct, guide and assist a group of individuals.

• Critical thinking – understanding logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.