**Ethos Veterinary Health**

**Customer Service Agent**

**Client Care - Woburn, MA - Full Time**

**Summary:** The **Customer Service Agent** is tasked with delivering superior care for our clients and referring veterinarians while developing relationships with the hospital teams. In this role, you will be handling inbound and outbound calls and communications for the entire hospital. Acting as a key part of our client care team, service agents handle patient inquiries, follow up with medical departments resolve questions/concerns regarding patients in the hospital, process payments, answer questions regarding department services, schedule appointments, and more. **Schedule:** multiple available. All shifts are day-shifts, department open from 7am-7pm, 7-days per week

**Pay Rate:** Compensation based on experience and education -$16.50 - $21.50

**Responsibilities:**

* Enter all client and patient information into the hospital information system efficiently and accurately

* Communicate with patients and staff using multiple advanced communication tools, including phone calls, emails, faxes, and our hospital information system

* Answer and resolve patient inquiries, in a professional, empathetic, and patient-centered way, using effective listening, written, and verbal communication skills.

* Educate and advise clients regarding hospital services, products, and practices

* Assist clients with non-medical questions, booking appointments, and invoicing

* Collect and accurately process payments

* Explain alternative payment options for clients such as lines of credit and billing plans

* Collaboratively working with medical departments to obtain updates regarding inpatients

* Sending completed records to rDVMs when requested

**Education, License, and Job Requirements:**

* High school diploma required, associates or bachelors degree preferred

* Some lifting (up to 30 lbs.). Prolonged hours on a computer keyboard, talking on the phone, with periods of standing and/or walking

* Available to work weekends

**Skills and Experience:**

* 1 years of customer service experience

* Experience in human or veterinary medical offices is a plus

* Proven experience in multi-tasking and prioritizing tasks

* Exceptional organizational skills

* Proficient in Microsoft Office suite

* Skilled in remaining calm and working effectively in high pressure and busy situations

* Strong active listening and customer service skills which includes the ability to resolve client issues and complaints with tact and diplomacy

* Ability to promote effective communication between the client service staff, doctors and technical staff

* Strong written and verbal communications skills

* Excellent problem-solving skills and the ability to detect changes in circumstances or events and ensure clients satisfaction

* Knowledge of computers, fax machines, multi-line phones, and other office equipment

*Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, competence, merit, and business need.*

*PM19*