Customer Service Representative

We are looking for a personable and skilled Client Service Representative (CSR) to join our team! As the primary point of contact at our clinic, you will play a crucial role in ensuring every client interaction—whether over the phone or in person—results in a positive and memorable impression.

Your ability to create a welcoming environment and deliver exceptional service will be key to our success.

Primary Responsibilities Telephone Communication

· Answers incoming telephone calls by the third ring, using proper telephone etiquette.

· 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 recheck appointments, confirms appointments and pre-surgical instructions.

· Maintains knowledge of current wellness-care standards and common medical problems.

· Maintains current client contact information.

Appointment Scheduling

· Schedules outpatient, surgical and hospitalized patients using a computerized scheduling program.

· Schedules appointments in accordance with established hospital guidelines.

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

Recordkeeping and Filing

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

· Retrieves and re-files medical records accurately and promptly.

· Purges inactive files as directed.

· Updates client files and patient records as needed.

· Scans medical documents.

· Email medical records to requesters, with client’s permission.

Procedures and Protocols

· Adheres to all hospital policies, standards, and procedures, including but not limited to dress code, grooming, and personal calls, as stated in the hospital procedures manual.

· Communicates basic patient preventative care protocols to clients. Maintains knowledge of the practice’s products and services.

· Improves veterinary knowledge by taking advantage of staff meetings and in-house training.

Patient Admittance

· Completes required forms, such as the new client form, patient visit form, and obtains all necessary information.

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

· Relays all necessary information to the veterinarians and technicians.

· Triages urgent-care patients and communicates with the medical team as appropriate.

Cash Handling

· Accepts payments from the client. Accurately processes cash, checks, charge card payments, and credit account payments.

· Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit as needed, 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.

· 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 posit