Clinical charge coordinator
Veterinary Specialty Hospital of the Carolinas
Location: Cary, N.C.
First veterinary job: Customer service representative
After stints as a restaurant manager and streetlight salesperson, Finn wanted a job she could believe in. So when she saw
an employment ad for a receptionist position at Veterinary Specialty Hospital of the Carolinas, she sent in her resume—three
times. Her persistence paid off, and she's been working there for 10 years now.
Finn moved from customer service representative to group supervisor then to her current role: clinical charge coordinator,
a brand-new position at the 24-hour practice that employs about 100 people. "Nurses enter charges for patients, but some of
the fees were getting missed," Finn says. "We wanted to avoid having to send out invoices after patients were discharged,
so this new position was created to maximize charge capture."
In about a year, Finn has saved around $120,000 in revenue. How does she do it? Before a patient is discharged, she pulls
up the hospital's inventory records through its automated inventory management system and visits the digital radiography and
laboratory providers' Web sites. This allows her to see which treatments and services the patient has received. She compares
this information to the in-house flowchart and adds any missed charges.
Why managers love her
"Jennifer has been with the hospital for years," says Paige Phillips, RVT, chief of operations at Veterinary Specialty Hospital
and a Firstline Editorial Advisory Board member. "She maintains a positive outlook in her position by her professionalism and belief in our
hospital's core values."
"As a customer service representative, when I had time, I'd read patients' discharge instructions and teach myself about their
presenting problems and the related diagnostic tests and treatments," Finn said. "This way I could better serve pet owners
when answering their phone calls and better assist the medical staff by ensuring clients had accurate instructions and information."
This additional knowledge—as well as her follow-through and attention to detail—positioned her perfectly to take on extra