Office Assistants are TCAP’s first contact with customers. They serve customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database. The Office Assistant positions are based at our main office in Denton.
- Promptly return messages left on voicemail at all four TCAP locations.
- Ensure quality client service during each phone call.
- Report employee or client problems to Executive Director.
- Assist the Executive Director in administrative duties.
- Schedule appointments for clients.
- Update and maintain client database in Cornerstone.
- Serve as liaison between TCAP and public.
- Enter and update appointment reminder information into ClientTell system.
- Returns calls to customers that submitted online appointment requests (DemandForce).
- Cross-trained to fill in for Veterinary Assistants when needed.
- Ensure clients with questions and concerns are called back within a reasonable amount of time.
- Research and locate client records as requested in a timely fashion.
- Provide customers with accurate information regarding appointment scheduling.
- Ensure issues are resolved for clients and proper notations made in incident files.
- Alert responsible veterinarians of any escalating problems associated with any patients.
- Ensure proper paperwork goes home with each patient.
- Maintain complete records for all patients.
- Provide in-person and telephone client services and answer questions.
- Ensure that owners are happy and comfortable with leaving their pets in a safe and loving environment.
- Ensure clients with post-operative questions about their pets are told to visit a TCAP location immediately.
- Must be able to work efficiently and effectively under stressful conditions
- Must be able to respond quickly to a variety of medical situations (with training)
- Must be able to cope with death either due to surgical complication or euthanasia
- Must be able to rapidly and accurately process information
- Must be able to delegate tasks
- Must be able to recognize a need for assistance and ask for help
- Must be able to control instinct (for example: while restraining it is most often required to tighten grip and NOT release the animal when they begin to struggle)
- Must be able to make decisions
- Must be able to cope with frustrating situations and remain calm
- Must be able to work constructively within a team and not gossip