Customer Service Representative

The purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) answers the phone differentiates between routine and emergency cases schedules appointments greets clients admits and checks out patients processes payments manages financial information and communicates information between clients and staff.

The CSR enjoys working with people and diverse clients and is caring friendly and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions. Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients. Empathizes with clients and remains compassionate and wellmannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations.

Ultimately it is the CSR who creates a good first and last impression on our clients. The importance of this role cannot be overemphasized. Must be able to withstand unpleasant odors and noises.

Reporting Structure

Directly reports to the CSR Team Leader and/or Practice Manager. Periodically receives direction from the Practice Manager and veterinarians.

Primary Responsibilities

Telephone Communication

Answers incoming telephone calls by the third ring using proper telephone etiquette. This includes using a threepart greeting and asking callers before placing them on hold.

Operates a multipleline telephone system. Answers incoming lines places callers on hold transfers calls and pages staff members. Takes and routes messages for veterinarians and staff members.

Client Relations

Follows established hospital guidelines for communicating with clients in different types of situations such as general inquiries scheduling appointments routine and nonroutine medical questions patient emergencies and prescription refills.

Handles basic questions regarding hospital services fees and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian Practice Manager or other staff member.

Uses activelistening skills to obtain all necessary medical and personal information from the client.

Discerns any potential client problems complaints or questions and handles them appropriately.

Relays medical instructions; itemizes the clients statement; reviews it orally with the client; and informs the client about hospital policies such as preoperative instructions payment and credit policies and vaccination policies.

Communicates with clients as needed regarding invoices and the medical status of their pets.

Makes calls to clients on a timely basis from a callback list.

Provides clients with any information or instructions they will need prior to their appointments.

Contacts clients to schedule discharge appointments and recheck appointments and confirms appointments and presurgical instructions.

Maintains knowledge of current wellnesscare standards and common medical problems.

Maintains current client contact information.

Hospitality

Welcomes clients and patients to the practice and makes them comfortable including greeting clients offering coffee and showing them to the waiting area.

Monitors appointment schedule and communicates with clients about wait times.

Uses the clients and pets names to personalize communication.

Distributes newclient paperwork and gifts to all new clients.

Appointment Scheduling

Schedules outpatient surgical hospitalized patient and boarding appointments using a computerized scheduling program.

Schedules appointments in accordance with established hospital guidelines allocating the appropriate amount of time according to the type of visit. Maintains Book Dayof blocks for emergencies and helps keep the practice on schedule.

Inquires as to which veterinarian the client wishes to see when scheduling an appointment. If no preference is expressed schedules as appropriate and gives the name of the veterinarian to the client. Schedules followup visits with the appropriate veterinarian.

Schedules appointments to meet the clients needs and most efficiently use veterinarians and staff members time.

Computer Use and Maintenance

Accurately enters and retrieves records and reports enters fees and charges and maintains the database.

Performs a backup of the computer system on a regular basis as directed.

Generates financial and other reports (e.g. callback lists and appointment lists) using the computer system as directed.

Prints client correspondence such as reminder cards and letters thank you letters and newclient letters.

Marketing and Client Education

Promotes the hospital to persons inquiring about the practice fees and products/services.

Educates clients regarding preventive medicine and vaccination requirements. Informs clients of suggested procedures to maintain their pets good health.

Distributes handouts new client kits hospital brochures and giveaways such as hospital leashes pet carriers and magnets to clients.

Promote the practices products and services to clients making suggestions when appropriate.

Mails sympathy cards to clients.

Procedures and Protocols

Adheres to all hospital policies standards and procedures including but not limited to uniforms grooming smoking and personal calls as stated in the hospital procedures manual.

Communicates basic patient preventative care protocols to clients.

Maintains knowledge of the practices products and services.

Improves upon veterinary knowledge and skills by taking advantage of inhouse education materials (e.g. CDs books and videos) and by participating in continuing education staff meetings and in house training.

Attends all staff and departmental meetings as requested.

Recordkeeping and Filing

Retrieves patient medical records accurately and promptly.

Purges inactive files as directed.

Updates client files and patient records as needed.

Scans medical documents.

Faxes medical records to requesters with DVMs permission.

Processes returned mail/postcards. Contacts client to verify and correct contact information.

Patient Admittance

Retrieves client records and prepares needed forms in advance of clients arrival.

Completes required forms such as the new client form patient visit form and client report and obtains all necessary information. Notes the source of client referrals.

Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due for the patient.

Follows hospital policies regarding patient admittance (e.g. vaccination status).

Relays all necessary information to the veterinarians and technicians.

Triages urgentcare patients and communicates with the medical team as appropriate.

Patient Discharge

Enters all charges into the computer and doublechecks entries against the patient visit form or tracking form. Enters recall reminder codes into the computer as indicated.

Ensures that future reminders are set up in the computer system for the patient.

Presents clients with medications instructions new client kits and any other items to take home.

Reviews discharge instructions medications and services rendered and informs client of the total amount due.

Schedules discharge and followup appointments.

Cash Handling

Accepts payments from the client. Accurately processes cash checks charge card payments credit account payments and postdated checks. Accurately invoices coupons and gift certificates.

Performs endofday procedures each evening including balancing the cash drawer running daily reports preparing and making a bank deposit and presenting reports and deposit receipts to the Practice Manager or owner.

Facility Maintenance

Assists staff with cleaning and straightening the public areas of the practice including the front desk reception area client restrooms and exam rooms.

Restocks and arranges retail and pointofpurchase displays.

Maintains and replenishes refreshment area.

Opens the practice and sets up for the morning as directed.

Closes the practice for the evening as directed.

Personal Conduct

Serves as a representative of the hospital displaying courtesy tact consideration and a positive attitude in all interactions with clients patients and other staff members.

Demonstrates initiative in everyday duties by seeking other work during down times assisting other employees and filling in for other employees as needed.

Adheres to the posted work schedule. Arrives for work promptly and begins work at start time. Follows hospital policies for reporting lateness or absences.

Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks.

Organizes work area and exercises timemanagement skills to maximize personal efficiency.

Prioritizes tasks and handles multiple tasks in a calm organized manner.

Additional Duties

Performs other duties as directed.

Requirements

HS Diploma or educational equivalent.

Knowledge of general office practices and procedures Client Service Representative (receptionist) duties and telephone techniques.

Demonstrated ability to perform clerical work with speed and accuracy use a multipleline telephone system and handle cash and other forms of payment.

Experience assembling patient records obtaining relevant information from clients and accurately entering a variety of information in patient records.

Ability to complete assigned tasks in the time allotted without direct supervision.

Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.

Excellent interpersonal communication skills.

A commitment to outstanding client service.

Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance.

Ability to stay on task and work energetically for entire shift sometimes exceeding 10 hours per day.

Preferred: Knowledge of veterinary medical terminology and procedures and general computer skills.

Preferred: Ability to type 45 words per minute.

At AmeriVet your wellbeing your loved ones and your future are our top priorities.

The starting Pay Range for this position is $1620.

At AmeriVet your wellbeing your loved ones and your future are our top priorities. This commitment is reflected in the comprehensive range of benefits we offer including:

Comprehensive medical dental and vision insurance
401(k) matching
Generous holidays and paid time off
Career development programs
Robust health and wellness initiatives
Employee referral bonus programs and much more!

AmeriVet takes pride in embracing the uniqueness and diversity that every team member pet owner and pet brings to our community. Our unwavering dedication revolves around nurturing a culture of diversity equity and inclusion where each team member not only feels a strong sense of belonging but is also empowered to thrive.