Top Notch CSR Needed At Keizer Area Veterinary Urgent Care

Job Summary:

Meet and greet clients and their pets. Coordinate and represent all facets of client services. To serve as a good will ambassador for the hospital. Compensation consideration given to candidates with relevant veterinary experience.

Knowledge, Skills and Abilities:

• Excellent client service skills.

• Excellent phone skills.

• Computer skills preferred.

• Must be friendly, outgoing, “people-oriented.”

• Excellent communication skills.

• Ability to work in a team oriented environment.

• Well groomed, organized and detail oriented.

• Ability to take direction.

• Ability to handle money accurately and honestly.

• Must possess sound decision making skills and multi-task while working in an environment of stress.

Education and Experience:

• High School Diploma.

• Must have experience working with the public, i.e. restaurant, retail or service business.

• Experience in a veterinary hospital or other doctor’s office is preferred.

Authority:

• Scheduling "appointments".

• Effective determination and scheduling of emergencies.

• Authority to delay disputed charges until further reviewed by supervisor.

• Authority to resolve client service issues within established guidelines.

Physical Requirements:

• Dependable attendance is required.

• Any allergies to animals must be controllable through medication.

• Must be able to lift 40 pounds.

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

• This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day.

• Visual acuity sufficient to maintain accurate records, recognizes people and understands written directions.

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

• Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc.

Duties:

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. Job functions and Job Responsibility include:

1. Client Service

2. Answer Telephones and Make "Appointments"

3. Maintain Charts and Computer Records

4. Pharmacy

5. Marketing Implementation

6. Maintenance/Housekeeping

7. Financial Responsibilities

Client Service

• Agrees to practice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job duties.

• Demonstrate excellent relations with clients/pets in waiting and/or exam rooms:

- Ensure that clients and pets feel welcome and comfortable.

- Serve as “Ambassadors” - creating and maintaining goodwill for the hospital.

- Build rapport with clients.

- Immediately greet clients and pets by name.

- Quickly understand client needs and initiate the process of meeting those needs.

- Help new clients completely fill out the registration form.

Inform new clients about services, etc. that your hospital offers.

- If there is a delay, i.e., the doctor is behind schedule, keep clients informed of expected waiting time.

• Generate, present and explain fee estimates for treatment/surgery to clients.

• Handles client complaints with concern and diplomacy.

• Accurately communicates medical/surgical information to clients.

• Send client cards and letters, i.e., thank you notes, sympathy cards, welcome cards, as directed by management team.

• Prepare, distribute and explain client education materials.

Answer Telephones and Make Appointments:

• Exhibit a “come in now” attitude towards clients and patients.

• Answers telephone promptly.

• Encourage the client to come in if the pet has any problem that is concerning to either the client or you.

• Schedule in appointment book

• Understand and use excellent telephone etiquette.

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

Maintain Charts and Computer Records:

• Keep charts and computer records updated with current client and patient information, i.e. address or telephone number and/or vaccine due dates, other reminders, age, etc.

• Prepare charts for new clients and/patients.

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

• Handwriting must be neat and legible.

• Open an order or start an invoice as each client enters the hospital.

• Calculate client’s invoice and collect payment.

• Do routine computer reports and backups.

Pharmacy :

• Fill prescri