Job Title: Pet Resource Coordinator
Department: Medical Services
Reports To: Clinic & Safety Net Manager
FLSA Status: Non-Exempt, hourly
Pay Rate: $17.00 Hourly
SUMMARY
The Pet Resource Coordinator is the first point of contact for Peggy Adams’ clients and their pets. This position ensures that the League is effectively identifying and working to address the pet-related needs of our human and animal community.
This position is responsible for providing excellent customer care, information, and assistance to clients regarding the wellness clinic, public surgery, safety net, and other services offered at Peggy Adams. Monitors and maintains the records pertaining to these same areas.
This position is also responsible for reviewing animal medical records for accuracy and finalizing records prior to being made available for adoption, entering surgery paperwork, assisting with scheduling pets for return care and for specialist care outside of the shelter. This position will also be responsible for the organization and extra duties related to pharmacy needs. Reviews and corrects controlled drug logs. Answers phone and email inquiries from clients. Ensures a clean, safe, and operational work area.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Otherduties may be assigned.
Interfaces with clients in a diplomatic and tactful manner to assist them with all aspects of Peggy Adams’ programs and services
Handles phone calls and emails from clients or, when appropriate, transfers them to the appropriate department
Assists “walk-in” clients based on individual situation, pet’s welfare, and shelter’s capacity for care
Provides accurate and timely answers to questions regarding services and program at Peggy Adams
Assists with checking clients in and out for surgery and clinic
Schedules appointments, maintains and updates calendars
Interfaces and cooperates with other departments within Peggy Adams
Accepts payments for services rendered
Enters animal and people records in shelter’s software
Understands and utilizes organization’s programs and services to keep pets in their homes, whenever possible (food pantry, vaccine & surgery vouchers, medical/behavioral assistance, etc.)
Understands and embraces the Pets for Life model to provide compassionate and tactful services for the community
Organizes medical supplies once delivered and checked in by Purchasing Coordinator
Restocks satellite pharmacy areas.
Picks up and delivers supplies as needed
Approves prescription requests through online pharmacies
Checks controlled substance logbooks for accuracy
Responds to and prepares online medical record requests
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.
Experience in customer service or front desk reception preferred
Experience in recordkeeping, data entry, and clinic practices preferred
Ability to diffuse negative client situations and foster client bonding
Experience working in a veterinary hospital or animal shelter preferred
Must be able to always provide accurate information to the public
Must have excellent oral and written communication skills
High level ability to multi-task, organize, and perform detailed tasks efficiently and with accuracy
Must adhere to the company’s dress code
Must have the ability to deal tactfully and effectively with the public
Must have excellent oral and written communication skills and phone etiquette
Detailed knowledge of applicable office skills
Cleans areas where animals are waiting for assistance (e.g., urine, feces, bodily fluids, dirt, and mud)
Ensures a clean, safe, and operational work area
Handles and works with dogs and cats of all breeds, sizes, and temperaments
Embraces volunteerism, emphasizing the importance of volunteers in all aspects of Medical Services
Assists with other departmental needs as directed by management
Must support the Animal Rescue League’s mission, policies, and practices
PREFERRED QUALIFICATIONS
Two years of customer service experience
One-year related experience and/or training involving veterinary clinic, reception, and scheduling
EDUCATION and/or EXPERIENCE
High School Diploma or GED
Computer skills include accessing databases, checking company email, etc.
Working knowledge of Outlook, Word, Excel
Bilingual a plus
MATERIALS and EQUIPMENT USED
Multiline phone system
Computer
Copier
Cash Register and POS (Point of Sale) systems
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
While performing the duties of this job, the employee is consistently required to sit. In addition, the employee is constantly required to talk, hear, and use hands for grasping, reaching and other operative tasks. The employee is required to stand and stand or move frequently. The employees will also be required to bend their neck and twist their body. The employee will be required to consistently lift animated or stationary objects of up to 50 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
While performing the duties of this job, the employee is frequently exposed to an indoor office environment climate condition. The employee is occasionally exposed to outdoor weather conditions. The employee is frequently exposed to animal odors and animal fur.
The noise level in the work environment is typically low to moderate.
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Peggy Adams Animal Rescue League