Client Service Representative

About
Open since November 2011 SmartVet offers the services and quality of a typical veterinary practice but the experience is simplified by bringing it all to your home. Coming into your home allows us to perform veterinary services in the most comfortable environment for your pets. We also strive to implement pet friendly techniques that are beneficial to your pet and result in a more pleasant experience. We believe the care of all pets should complement the lifestyle and schedule of their family. With this in mind we have adapted an approach to accommodate a wide spectrum of individual clientbased preferences. We know it is not always convenient or effortless to make an office visit which is why we come to you. For services that cannot be performed in the comfort of your home such as surgery and radiographs we have a facility located at 1537 Fort Jesse Road in Normal IL.

Position Purpose
Reporting into the Practice Manager the Client Service Representative (CSR) provides an exceptional experience to our clients during every interaction. In addition to continually engaging the client the CSR performs practice administrative tasks such as record maintenance and appointment tracking. The CSR manages practice reception (visitor and telephone) maintenance of veterinary medical records accounts maintenance cash processing data entry word processing and mail services. The CSR applies practical knowledge of practice processes and services the basic rules and regulations governing visitors and animal patient treatment and veterinary record requirements and terminology to ensure every patient is wellcared for and every client has an exceptional experience.

Client Service Representative Competencies

• Patience & Compassion: Remaining professional while still making Doctors teammates clients and patients feel as comfortable as possible regardless of the situation or challenges presented.
• Collaboration & Teamwork: Carefully coordinating actions with practice team members. Quickly incorporating feedback to ensure positive results. Sharing ideas and being open to other’s ideas.
• Communicating: Conveying patient visit outcomes to clients and teammates to ensure successful client care applying excellent written and verbal skills.
• Active Listening: Following the expressed wishes of teammates and clients.
• Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.

Essential Responsibilities

• Leads practice opening and closing procedures per Practice Manager instructions and practice procedures.
• Ensures all public areas are clean and presentable for patients; cleans and straightens areas including the front desk reception area waiting area office public bathroom(s) and exam rooms.
• Processes cash checks charge card payments and credit account payments.
• Schedules appointments for the clinic adhering to practice and Doctor preferences and ensure appropriate workflow.
• Assists in the updating of client/patient files as needed.
• Prepares and sends client correspondence.
• Sends reminder notices to clients for periodic notifications; conducts recalls to clients on a timely basis from a call back list.
• Performs a backup of the computer system on a regular basis as directed.
• Performs and oversees the performance of posting daily business.
• Welcomes clients and patients to the practice with a warm and friendly demeanor and ensures an excellent experience during the practice visit.
• Answers incoming telephone calls applying proper telephone etiquette.
• Presents clients with medications instructions new client kits and any other take home items.
• Handles emergency situations with great care patience and following established clinic policies and procedures.
• Addresses client concerns in a calm appropriate manner ensuring every experience ends in satisfaction.

Requirements / Qualifications

• Full or parttime
• Ability to work on weekends
• High school diploma or equivalent
• Previous veterinary experience preferred
• Client satisfaction references preferred
• Practices OSHA safety techniques including proper PPE

Benefits Offered

• Paid time off
• Health insurance; dental insurance; vision insurance
• Retirement benefits or accounts
• Bonus incentive
• Flexible work schedules
• Career and professional development