Meet the Team -- Client Relations Specialists at UVS
The Client Relations team at Upstate Veterinary Specialties is comprised of one Supervisor, six Client Relations Specialists (CRS) and one Client Coordinator. This front desk team provides exceptional service to clients and patients alike and is crucial to the visitors’ and callers’ experience with UVS. In addition, a Medical Records Coordinator works behind the scenes to ensure our doctors have all of medical history, images and referral forms from the patient’s referring veterinarian. Our Practice Management Software Administrator assists the entire UVS team with technical support. Among the nine clinical departments, the doctors’ schedules often vary from day to day. The overall hospital schedule can range between twenty appointments on a slower Friday to seventy patient visits on a busier Tuesday Each CRS fulfills department-specific roles and is also trained to respond to client phone or in-person questions which may require knowledge of any of the nine departments. For their primary department, each CRS is responsible for making reminder calls to clients for upcoming appointments. This may include detailed information on how the client should prepare their pet for the appointment. Following the patient’s visit with the doctor, the CRS
is responsible for processing financial transactions and scheduling follow up appointments.
In addition to the numerous appointments and phone calls the CRSs handle daily, UVS clients often come to the hospital to pick up a medication refill. Throughout the week, clients with unexpected emergencies come through the doors to be seen by our Overflow/Emergent Receiving team. The responsibilities of the Client Relations Team consistently requires flexibility and much multi-tasking.
The Client Relations Team works efficiently and incorporates the strengths and diverse backgrounds of the individual team members. Many members of the CRS team have worked with UVS for five or more years and others have joined the team within the last couple of years. Previous experience in the hospitality industry, insurance or human medicine offices provides an array of abilities which strengthens the CRS team as a whole. The CRS team will be facing transitions along with the doctors and clinical staff as Upstate Veterinary Specialties prepares to move to its new hospital at 152 Sparrowbush Road in December.
In order to prepare for the move to our new hospital, UVS will be adding and training several new members of the CRS team as we expand our hours to include overnights and weekends. Client Relations Specialist training is led by the CRS Supervisor, Ally Rapant, although support and assistance is in ready supply, thanks to the entire CRS team.
The Client Services Team provides smiling faces, calm and helpful voices, and at times a shoulder to cry on. They have the honor of being the first and last impression of the client experience at Upstate Veterinary Specialties.