Client Service Representative

South Windsor Veterinary Clinic is a busy two doctor general practice that has been serving our local community for over 20 years. We take pride in helping pets through both wellness and sick appointments as well as general surgery and dental procedures. We are seeking an eager and confident individual to join our team as a client service representative. We offer competitive pay and benefits, as well as four day work weeks to encourage healthy work-life balance.

Job Summary

Under policy direction from the Hospital Manager, the Customer Service Representative (CSR) is responsible for providing exceptional client service. The CSR is responsible for the accuracy of admitting and discharging patients, making appointments, answering phones, relaying messages, and providing a welcoming atmosphere to clients.

Duties and Responsibilities

The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed.

• Client Service

• Client and Patient Management

• Telephone Management

• Maintain Charts and Computer Records

• Financial Responsibilities

Client Service

• Demonstrate excellent relations with clients/pets in waiting and/or exam rooms: o Ensure that clients and pets feel welcome and comfortable.

o Serve as "Ambassadors"-creating and maintaining goodwill for the hospital.

o Build rapport with clients in person and over the phone, even with difficult clients.

o Immediately greet clients and pet by name (and correct gender)

o Quickly understand and initiate the process of meeting client needs.

o Help clients fill out admission forms and releases. Inform clients about services, retail products available, etc. Sell medical products/services as directed by veterinarians.

o If there is a delay, or the doctor is behind schedule, keep clients informed of expected waiting time, with regular updates.

o Handles client complaints with concern and diplomacy.

o Prepare, distribute, and explain client education materials.

o Present and explain fee estimates as needed.

o Assist with staff training, as necessary.

• Maintain appointment schedule, including setting appointments with complete information, monitoring schedule for accuracy, confirmation of appointment, follow up on missed appointments, and input of new client data into appointment schedule program.

Client and Patient Management

• Oversee that compassionate patient care is the top priority for all patients.

• Patient discharge to include payment collection, scheduling of follow-up appointments, and any final needs of the client are met.

Participates along with all departments to ensure that clients and patients are seen and treated in a professional, timely, and competent manner.

• Oversee the process of patient check-in and discharge from the front office.

• Ensure that all patient medical records are complete and accurate.

• Flexibility in working hours is required to ensure that the job is done properly (willing to work beyond scheduled hours if necessary, including nights and weekends).

• Telephone Management

• Invite clients to come in promptly if there is an immediate health concern with their pet.

• Answer telephone promptly and according to hospital policy.

• Encourage the client to make an appointment if the pet has any health concerns.

• Reschedule any missed appointments.

• Understand and use excellent telephone etiquette, including monitoring calls on hold.

• Communicate with clients to confirm appointments, remind them of missed appointments, as well as callbacks for procedures performed.

• Refuse to diagnose pet health care problems over the phone.

Maintain Charts and Computer Records

• Keep computer records updated with current client and patient information.

• Prepare records for patients prior to appointment including all necessary forms, authorizations, and instructions, as necessary.

• Handwriting must be legible. Messages must include client/pet name and reason for the call.

• Open an invoice an appointment enters the hospital, verifying phone number and address.

• Finalize client invoices and accurately collect payment.

• Send client cards and communication as directed.

Financial Responsibilities

• Verify that all provided services and/or products have been accurately entered on the invoice.

• Collect deposits and payments for services at the time they are rendered.

• Client must pay their bill at discharge.

• Follow hospital protocol for credit applications and CareCredit with management approval.

• Keep cash/checks, etc. secure at all times. Maintain accuracy with cash drawer, credit card machine, CareCredit transactions.

• Prepare deposits and resolve any discrepancies prior to submission (as needed).

• Submit reports daily and monthly to Rarebreed financial accounting.

Hospital Maintenance

• Maintain cleanliness of lobby, waiting rooms, and front office area to include ensuring all proper supplies are stocked adequately.

• Follow hospital cleaning checklists.

• Monitor outside of the building and alert the manager of areas that need cleaning or repair.

Knowledge, Skills, and Abilities

• Previous experience or training/education working in a veterinary facility.

• Must be friendly, outgoing, "people-oriented".

• Must be able to prioritize multiple tasks at once, and deal with high levels of stress in an environment of changing priorities.

• Excellent client service and phone skills.

• Excellent communications skills, both written and oral.

• Comfortable working with computers, Microsoft products, and learning new programs.

• Ability to organize and prioritize daily tasks.

• Ability to handle money accurately and honestly.

• Must be able to interact with all levels of staffing in a professional manner.

Education and Experience

• High School Diploma. Some college education is preferred.

• Customer service-oriented work experience of at least 2 years

Physical Requirements

• Dependable attendance is required

• Any allergies to animals must be controlled through medication

• Must be able to lift 40 lbs.

• Must be willing to work long or irregular hours under pressure conditions.

• This position requires the ability to sit, walk, squat, bend, stand, reach, lift and type constantly for a minimum of 8 hours a day.

• Visual acuity sufficient to maintain accurate records, recognize people, and understand written directions.

• Ability to speak and hear sufficiently to understand, give information in person and over the telephone.

• Fine motor skills adequate for utilizing hospital equipment such as a computer, etc.

• Adhere to appropriate dress code to include proper scrubs (for surgery) and nametag.

Hospital Environment

• Animal areas may be humid, noisy, and odorous

• Exposure to pests such as fleas and ticks and other zoonotic diseases

• While handling animals, there is a possibility of being bitten or scratched

• Dust and pet dander are common within the practice

Offering $15.50-$18.00/hour based on experience.