Lead Veterinary Client Service Representative

Description

Thrive Miami is seeking an experienced Lead Veterinary Client Service Representative

Job Responsibilities:

Oversee the reception team to ensure they continue to meet and exceed expectations regarding the quality of client service. Mentor & educate the reception team to ensure members continue to grow personally and professionally. Consistently support the practice mission and inspire others commitment to the practice mission.

The receptionist is the clients first contact when calling or visiting the practice and as such represents the professional image of the practice to callers and visitors. The receptionist answers telephones greets clients prepares patient files and escorts clients and patients to exam rooms receives and relays client correspondence and updates client financial records. The exceptional receptionist can diffuse negative client situations and foster client bonding.

EDUCATION AND LICENSURE REQUIREMENTS

• High school diploma or equivalent.
• Customer Service background desirable but not required.
• Typing skills required.
• Some computer knowledge required; comfortable with Word Excel keyboarding and use of communication tools such as email.

EXPERIENCE REQUIREMENTS

• Significant experience with basic office functions in a busy office environment.
• Previous receptionist and veterinary practice experience are desirable but not required.
• Supervision experience is desirable but not required.

PERSONAL REQUIREMENTS

• Be flexible in attitude and work habits. Can conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks.
• Quickly learn how to pronounce know the meaning of and spell commonly used veterinary terms.
• Physical Effort: Work requires lifting and carrying records and equipment weighing up to 25 lbs.; requires sitting and standing for extended periods of time. Requires shift coverage that may not always be planned.
• Working conditions: May be exposed to unpleasant odors noises and animal feces. May be exposed to bites scratches and contagious diseases.
• Can work almost constantly in the presence of other staff members and clients.
• Understands and carries out oral and written directions.

Core Responsibilities

• Address issues related to daily operational management of the reception team and staff conferring with the Hospital Administrator or Office Manager when necessary.
• Ensure adherence to the practices confidentiality protocols.
• Maintain OSHA standards in the reception and lobby area.
• Monitor projects and duties assigned to the Reception Team to ensure timely completion.
• Maintain a professional appearance courteous attitude and show sensitivity tact and professionalism.
• Adhere to all hospital directives and protocols and maintain the highest ethical moral and professional standards.
• Support the value of all hospital services while promoting a client-centered practice environment.
• Coordinate communication between Clients the Receptionist Doctor and Technician staff to ensure smooth daily operation of practice. Ensure a pleasant respectful and productive doctor-staff and staff-staff relationship. Keep the spirit of co-working alive.
• Can keep the front desk a positive area for both clients and staff.
• Participate in building enhancing and maintaining the reputation of the hospital and your colleagues.
• Help coordinate and participate in all required management and staff meetings.
• Perform other related duties as directed by the Owner(s) Hospital Administrator or Office Manager.
• Assist with weekly Reception Team schedule. Ensure that the reception department is adequately staffed. Work with Hospital Administrator or Office Manager on scheduling conflicts addressing staff requests for scheduling changes and coordinate scheduling to cover absences. Cover reception staff openings when necessary.