We remain open to provide care for your pets. We are following the direction of government and regulatory authorities and have implemented hospital and visit protocols to keep both you and our team safe. For regular updates on our hours and visit protocols, please follow our social media platforms.

403.948.2733

A Day in the Life of a Veterinary Client Care Specialist – Ccs (Aka Receptionist)

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

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COVID-19: Additional measures we are taking

Dear Clients,

Due to the close contact that our work requires, we have taken additional measures to protect you and our team while providing care for your furry family members.

1. We are currently operating a "closed door" policy to protect our clients and staff. This means that clients will not be allowed to enter the building. When you arrive in our parking lot, please remain in your vehicle and call us at 403-948-2733. Our staff will come to you to collect your animal for their appointment. If you do not have a phone, or if your animal is experiencing an emergency, please knock on the door to alert our staff.

2. We are still OPEN with the following hours:
Monday to Friday: 8:00 am - 6:00 pm
Saturday and Sunday: CLOSED

3. At this time, appointments will only be booked when medically necessary. Any non-urgent appointment requests will be temporarily postponed. If you have an emergency that requires immediate attention, please proceed directly to McKnight 24 Hour Veterinary Hospital at 5010 – 4th Street NE, Calgary, AB and call 403-457-0911 to alert them of your arrival.

4. If you are ordering food or medications, please allow 2-4 business days as our suppliers are dealing with increased demand and are trying to fill orders as quickly as possible. We will advise you as soon as your order arrives. Please call us when you arrive to pick up your order, but do not enter the hospital. Our staff will bring your order to your car. You can also use our online store and have your food delivered directly to your home. To sign up for the Online Store, please visit our website.

5. For the time being, credit cards are the preferred payment method. Debit cannot be accepted over the phone, but is available at time of pick up if ABSOLUTELY necessary. We will not be able to accept cash.

Following the recommendations of our government and medical experts, we are doing our best to practice social distancing within the constraints of our jobs. We have taken these measures to avoid both contracting and facilitating the spread of this virus.

Thank you for helping us be diligent for everyone's safety. As we have heard from all levels of government, the situation is fluid, and any updates will be provided as changes occur.

- Your dedicated team at Airdrie Animal Health Centre