LA CUMBRE ANIMAL HOSPITAL MISSION STATEMENT: Our purpose is to provide the highest level of medical care and compassion for our patients and our clients. We provide this through our focus on the whole patient as an individual encouraging preventative care, our extensive commitment to continuing education, and our professionalism & integrity. We provide an environment that promotes healthy living, happiness, and excellence among our team members. We help to enhance our community and the environment whenever possible.

OVERVIEW: The Service Coordinator provides the first impression of the hospital to clients and patients and is responsible for client care. The services coordinator must be friendly, professional, courteous, detail-oriented, capable of handling many tasks at once with many interruptions, and able to function well under pressure. The services coordinator must be able to communicate well with clients showing care and concern for both the client and his/her pet. The services coordinator must enjoy working with people and animals. The services coordinator must have computer, and office skills, and experience.

SUMMARY: Responsibilities for services coordinators include greeting clients, answering the telephone, scheduling appointments, setting up new clients/patients, updating existing clients/patients, preparation/maintenance of medical records, knowledge of medical/legal information, client assistance, client education regarding medical matters and pet care, admitting/discharging patients, over-the-counter sales, routine mailings, computer operation, financial transactions, filing, cleaning, opening/closing procedures, and safety knowledge/application. Performs the following duties personally and coordinates with team members to ensure successful completion of assigned tasks.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Pay attention to detail and be accurate!
  • Perform opening procedures
  • Prepare patient records, consent forms, drop-off sheets, cage tags
  • Greet clients and patients in a friendly, professional manner
  • Prepare new client and puppy/kitten packets
  • Assist clients with all needs
  • Admit patients and obtain initial medical history
  • Put clients/pets in a clean exam room
  • Keep lobby neat and clean
  • Schedule visiting specialists (e.g. ultrasonographer)
  • Provide client education regarding annual examination, nutrition, parasite control, vaccinations, sterilization, euthanasia, use of OTC products, etc.
  • Counsel clients regarding home care, medication administration, pre/post-operative care, blood test preparation, etc.
  • Invoice clients and receive payments
  • Prepare estimates
  • Notify doctors of patient arrival
  • Maintain cash drawer and change supply
  • Count and balance the cash drawer at end of the day
  • Maintain medical records
  • Discharge patients with appropriate instructions
  • Understand basic pharmaceuticals and their use
  • Handle telephone calls
  • Prepare health certificates, rabies certificates, and sterilization certificates
  • Prepare appointment scheduler in computer
  • Schedule appointments
  • Obtain signed consents for surgery/general anesthesia and euthanasia
  • Dispense medications, pet food, and supplies with appropriate instructions
  • Handle emergency situations
  • Remain calm in emergencies or with upset clients
  • Maintain computer records and backups
  • Send reminder notices
  • Make recall telephone calls
  • Update client/patient files including name, address, telephone numbers; vaccination/heartworm history; thyroid/heartworm/other tests due
  • Follow all Standard Operating Procedures (SOP) and policies
  • Promote products/services as needed for optimum pet health
  • Perform daily light cleaning as needed of the lobby, reception office, restroom, computer equipment, office equipment/accessories
  • Maintain reminders for vaccinations, heartworm tests, thyroid tests, annual exams, and annual deworming and inform clients of the same
  • Receive lab reports and other reports and prepare the medical record
  • Process pet insurance medical forms
  • Open and route incoming mail
  • Maintain petty cash fund
  • Perform miscellaneous research at doctors’ or office manager’s requests
  • Keep client flow moving smoothly
  • Prepare packages for mailing and record charges on the client’s record
  • Follow established safety procedures and protocols in accordance with CAL-OSHA and hospital standards
  • Understand and be able to use the SDS notebook
  • Understand and be able to use the Illness and Injury Prevention Plan
  • Perform other duties as assigned

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE: High School diploma or GED; and over one year up to and including three years of related experience and/or training in a customer-facing role within a fast-paced environment; or equivalent combination of education and experience. Experience providing exemplary customer service is required. Prior experience in an Animal Hospital is strongly preferred.

LANGUAGE SKILLS EXPERIENCE: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

MATHEMATICAL SKILLS EXPERIENCE: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS: To perform this job successfully, an individual should have basic knowledge of: Microsoft Office Suite: Outlook Communication Management software [or Gmail], Word, and Excel. Experience with Internet usage, PC and/or MAC, and Windows.

CERTIFICATIONS, LICENSES, and REGISTRATIONS: Valid State Driver’s License

OTHER SKILLS AND ABILITIES

  • Honor confidentiality
  • Understand and comply with CAL-OSHA safety standards
  • Work independently and unsupervised
  • Have high compassion and caring for animals
  • Have high compassion and care for people
  • Recognize potential danger and know how to protect self, pet, and other clients and their pets
  • Excellent interpersonal skills with clients and team members
  • Have knowledge and application of proper telephone etiquette
  • Be familiar with canine and feline vaccination protocols (or ability to learn this)
  • Be familiar with medical and pharmaceutical terminology (or ability to learn this)
  • Be familiar with internal/external parasites (or ability to learn this)
  • Have a high degree of accuracy and detail orientation
  • Have outstanding listening/hearing abilities

OTHER REQUIREMENTS:

  • Have exceptional attendance
  • Have impeccable recommendations from previous employers regarding trustworthiness, honesty, and attendance
  • Be drug and alcohol-free
  • Have a clean and neat appearance commensurate with the professional nature of our business
  • Be willing to accept medical attention in event of injury
  • Continuing Education:
  • Attend in-house staff training as scheduled
  • Attend selected off-site training as scheduled
  • Should you avail yourself of the discounted Personal Pet Treatment Program - Be willing to feed personal pets the same pet foods fed and recommended by La Cumbre Animal Hospital

We are a busy, fast-paced Animal Hospital in beautiful Santa Barbara, California, and are happy to serve our community by taking care of our client's pets and participating in community events. We have a team of about 25 employees, and we are a tight-knit, HARD WORKING team. Our practice is owned by our 2 primary Veterinarians, who have been practicing for many years, and continue to lead us to success. We offer a rich benefits package for all of our full-time employees (incl. medical care, PTO, etc.), team events like our annual sunset cruise, educational opportunities, and more!

Are you our next Customer Service ROCKSTAR?! Come join our happy team!