Veterinary Customer Service Representative (Urgent Care)

Thrive Urgent Care San Marcos is a new state of the art urgent care facility offering top-notch care to the pets in the community. We are here to help clients when they cannot see there regular veterinarian but may not need to go to an emergency room. Our team goes above and beyond to provide excellent patient care and ensure our clients have a good experience!

Position: Full-Time Customer Service Representative

Overview: As a Customer Service Representative at our Urgent Care, you will play a crucial role in providing exceptional service to our clients during stressful and urgent situations involving their beloved pets. You'll serve as the first point of contact for pet owners seeking immediate assistance and guidance.

CSR with some veterinary assisting experience preferred (some experience with restraint for blood draws, exams, obtaining patient's vitals, etc.). Must be able to work Friday-Monday, must be aware that schedule may change in a few months as long-term goal is to open 7 days/week. Wage $20-25/hr.

Responsibilities:

* Client Interaction:

* Receive incoming calls, emails, and in-person visits from pet owners seeking veterinary care.

* Provide compassionate, clear, and accurate information regarding urgent procedures, available services, and hospital policies.

* Assess urgency and severity of cases, effectively prioritizing incoming requests based on reported nature of the case.

* Communicate with pet owners to gather essential information about the animal's condition and relay this information to the veterinary team.

* Appointment Scheduling and Coordination:

* Schedule appointments, ensuring efficient use of hospital resources and timely care for incoming patients.

* Coordinate with veterinary staff to manage incoming cases, ensuring seamless transitions and appropriate allocation of resources for urgent cases.

* Administrative Tasks:

* Maintain accurate and updated records of client information, pet histories, and medical data in the hospital's database.

* Process payments, handle billing inquiries, and assist with insurance-related paperwork as needed.

* Handle administrative tasks efficiently, including filing, data entry, and other clerical duties.

* Client Support and Follow-Up:

* Provide empathetic support to distressed pet owners, offering guidance and reassurance during stressful situations.

* Follow up with clients post-visit to ensure satisfaction, address any concerns, and collect feedback to improve services.

* Assisting Doctors/Technicians

* Assist veterinarians and the medical team to maximize productivity and maintain positive patient flow.

* Obtain vital parameters and relevant health history and information from clients, input into medical charts and relay information to the care team.

* Use safe restraining techniques, follow standard protocols, and sustain clean, sterile, organized treatment areas, exam rooms, and labs.

Requirements:

* Previous experience in a customer service role, preferably in a veterinary or healthcare setting.

* Strong communication skills, both verbal and written, with a compassionate and empathetic approach.

* Ability to multitask and remain composed under pressure.

* Proficiency in using computer systems and familiarity with basic office software.

* Weekend availability required.

Preferred Qualifications:

* Knowledge of veterinary terminology and procedures.

* Experience handling payments, insurance claims, and medical records.

* Previous veterinary technician/assistant experience preferred, but not required.

* Certification or training in customer service or veterinary assistance.

Working Conditions: This position requires working in a dynamic and sometimes emotionally charged environment. The role involves standing for extended periods, handling phone calls, and interacting with distressed pet owners.

Benefits - our care in action

We provide benefits spread comprehensively across your mental, physical, emotional, and financial wellbeing designed to meet your needs as a unique individual. Some key benefits include:

* Paid time off?including 8-weeks of full-pay parental leave, bereavement to grieve both humans and pets, and time off for new pet adoptions

* Top quality medical, dental, and vision insurance plus health savings account and flexible spending account

* Pet perks?including free exams, discounts on products and services, and more at all Thrive Pet Healthcare locations

* Generously subsidized backup and ongoing care support for children, adults, and pets

* Mental health benefits including coaching and therapy sessions

* 401k with employer contribution and no waiting period

* Continuing education and development support through our library of free CE courses and paid time off to complete

* Scholarship opportunities and student loan support program and so much more!

We invest heavily in our employees with many opportunities for growth and development!

Learn more about us at: Thrive Urgent Care San Marcos

Compensation negotiable based on credentials and experience with an hourly pay rate starting at?$20 - $25 /?hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.

At Thrive Pet Healthcare, we celebrate and embrace the uniqueness and diversity of all of our team members, pet parents, and pets. We strive to create a diverse, equitable, and inclusive culture where all team members belong and feel empowered.

Apply today! We look forward to hearing from you!