The other day one of our vets said: “our CCS’s have the toughest job in the clinic” and you know what? It’s true. Most people don’t know what a day in the life of a veterinary client care specialist looks like.
They are one of the first ones at the clinic in the morning and are responsible for ensuring the reception area is clean and inviting and ready for our surgical intakes and clients with lab samples to drop off. This early morning shift demands multitasking and efficiency as it can be one of the busiest times of the day. There are messages, emails, faxes and voice mail that need to be attended to quickly. These messages may impact the day’s schedule, and clients may be anxiously waiting for a response.
Surgical patients are checked in before appointments start arriving and the CCS ensures the traffic flow is smooth and efficient – juggling the phones, patients and walk-in clients and pets.
Throughout the day the CCS pulls off the magic act of juggling the schedules of all of our veterinarians, technicians and practice manager. Every appointment has its unique characteristics, and scheduling is both an art and a science – something that takes a lot of experience to master.
Daily responsibilities include scheduling appointments, answering the telephone, setting up new clients and patients, preparation and maintenance of medical records and over the counter sales. However, their main role is to provide the best quality of care to our clients and patients. Interacting with each and every one. This interaction is what differentiates us – our CCS team genuinely cares for you and your pets
Need food or medication? The CCS is there to help you out and ensure you get exactly what you need for your pet.
Need advice? Often it is the CCS’s that offer the first line of triage to assist in what the next best steps are.
What if you need explanations on options for saying goodbye and aftercare options? CCS’s are trained to help walk you through the choices.
On any given day our CCS’s can go through a rollercoaster of emotions. One minute they are on an emotional high with a client with a new puppy or kitten and the next is in total sadness by the side of a client mourning the passing of a long-time pet. They need to show emotional stability and control the wide spectrum of emotions which is probably the most challenging part of the job. Every day they deal with distressed and frustrated clients and need to use critical thinking and problem-solving skills with compassion, honesty and integrity.
Client Care Specialists are truly the face of the clinic. It is their responsibility to create a warm and welcoming environment, and I think you would have to agree that ours do an amazing job on all accounts.
Written by: Shelly Loree, Practice Manager