Customer Service Representative

Position Overview

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 well-mannered 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 over-emphasized. 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 three-part greeting and asking callers before placing them on hold.

· Operates a multiple-line 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 non-routine 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 active-listening 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 client’s statement; reviews it orally with the client; and informs the client about hospital policies, such as pre-operative 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 call-back 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 pre-surgical instructions.

· Maintains knowledge of current wellness-care 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 client’s and pet’s names to personalize communication.

· Distributes new-client 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 (10, 20, or 30 minutes) according to the type of visit. Maintains “E slots” 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 follow-up 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., call-back lists and appointment lists) using the computer syst