Hospital Support Coordinator

This will be a remote role based out of the Banfield Pet Hospital headquarters in Vancouver, WA.

Expected Schedule:

Saturday-Wednesday; 10:30am - 7pm PT

Summary and Qualifications:

The primary purpose and function of the Hospital Support Coordinator is to professionally handle a variety of requests from associates, hospitals, and clients in a positive manner.

Essential Responsibilities and Tasks:

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Document all calls and resolutions using the necessary software systems, ensuring consistency in service.
• Assist hospital teams with invoice adjustments (within practice guidelines) and/or Optimum Wellness Plan (OWP) information, finding resolution while providing courteous and professional customer service.
• Provide callers with accurate policy/procedure information and all options for possible resolution, striving for one-call resolution whenever possible.
• Maintain up-to-date knowledge of PetWare system to provide step by step usage instructions to hospital associates.
• Accurately update databases that support field reporting on adjustments, OWP’s, collections, etc.
• Preserve client privacy, security, and company confidentiality.
• Educate hospital associates on business standards for OWP’s.
• Partner with fellow associates on complicated calls to achieve positive results.
• Contribute to the success of the entire call center by assisting other teams during time of high call volume and performing associate training as needed.
• Other job duties as assigned.

Special Working Conditions:

• Must be hardwired with a minimum 85mbs internet speed.
• Must have a quiet space to work.
• Ability to work at a computer for long periods of time. 
• Project timelines and work volume/deadlines may often require more than 40 hours per week to complete essential duties of this job.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.

Experience, Education and/or Training:

• Associate’s degree in Business is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• Two years of Call Center and/or Customer Service experience are required.
• Experience in a healthcare environment is preferred.

Salary Range:

The pay range for this role is $ 17.64 - $24.25/hour

The pay range listed reflects a general hiring range for the area, with the specific rate determined based on the candidate’s experience, skill level, abilities, and education, and may vary depending on location and schedule. 

This posting will remain open for a minimum of two weeks or until a sufficient pool of qualified applicants has been received.

Benefits:

Here at Banfield, we prioritize your well-being and professional growth by offering a comprehensive total rewards package, including health, wellness, and financial support for you, your family, and even your pets. Check out some of our “Meow-velous” benefits: 

• Comprehensive Medical, Dental, and Vision Insurance: Enjoy peace of mind knowing your health and wellness are our top priorities. We've got your essential medical, dental, and vision care covered.

• Generous Retirement Plans (401(k) and Roth): Invest in your future and enjoy a generous company match to help you build a secure financial future.*
• Paid Time Off and Holidays: Take a break, recharge your wellbeing, and celebrate days of personal significance with paid time off and holidays.*
• Top-Tier Mental Health and Wellbeing Resources: Your mental health matters. Access our industry-leading resources, including free coaching and counseling sessions, to support your overall wellbeing and help you thrive.*
• Associate Life Insurance (company-paid) & Supplemental Life Insurance: Protect your loved ones with our company-paid Associate life insurance and have the option to purchase additional coverage for extra peace of mind.
• Company-Paid Short- and Long-Term Disability: Feel secure knowing that if you face a temporary or long-term disability, you’ll have financial protection.
• Flexible Spending Accounts (FSA): Save on healthcare and dependent care expenses by setting aside pre-tax money. It's a smart way to manage your budget and take care of your needs.
• Health Savings Account (HSA): Make the most of your healthcare dollars with a tax-advantaged HSA, allowing you to pay for medical expenses with pre-tax funds.
• Paid Parental Leave: We support growing families with paid parental leave for both birth and adoption, giving you precious time to bond with your new family addition.
• Continuing Education Allowance (for Eligible Positions): Banfield is committed to supporting the professional growth of our Associates. This allowance provides financial assistance to pursue continuing education opportunities.*
• Back-Up Child and Elder Care & Family Support Resources: When life's unpredictable moments arise, our backup care and family support benefits provide the help you need to keep things running smoothly.*
• Fertility and Family Building Support: We're here for you on your journey to parenthood, offering comprehensive support for fertility treatments and family-building options.
• Digital Exercise Therapy: Stay active and healthy with our digital exercise therapy program, designed to fit your busy lifestyle, and keep you moving.
• Voluntary Protection Benefits: Get peace of mind with protection against the unexpected. You can purchase coverage to help support you financially during hospital stays, critical illness, and accidents.*
• Legal Plan: Gain extra peace of mind with our affordable and accessible legal plan which includes coverage for a wide range of legal needs.*
• Identity Protection: Identity Protection helps safeguard your personal information by alerting you to suspicious activity and providing support if your information is stolen.*
• Commuter Benefits: Say goodbye to commuting stress with our commuter benefits, making your daily journey more convenient and cost-effective.*
• Three Free Optimum Wellness Plans for Pets: We care about your furry friends too! Enjoy three free wellness plans to ensure your pets receive the best preventive and general care.*
• Exclusive Discounts: Unlock a world of savings with our wide variety of exclusive discounts on products and services, making life more affordable and enjoyable.*

Benefits eligibility is based on employment status. Full-time (FT) Associates are eligible for all benefit programs; Part-time Associates are eligible for those benefits with an asterisk (*). 

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location. #FT