Customer Service representative

Job Purpose
Provide exceptional customer service to all people who enter the hospital
Handle phone call overflow
Duties and Responsibilities
Greet and welcome all clients and visitors into the hospital, providing comfort options such as food and beverage
Be knowledgeable of the status of all clients waiting in the lobby areas, including who the patient is, what doctor they are seeing, and where they are in the process of the visit
Create complete and accurate patient charts, including all necessary records, patient information, and client contact information
Handle all financial transactions accurately, including deposits, cash drops, payments, and credit options for clients. Have knowledge and understanding of hospital billing practices
Perform opening and closing routines within the front desk to ensure smooth operational running throughout the day, including counting cash, financial closing of reports and terminal batching when scheduled
Route all incoming information, including emails and faxes, to the appropriate locations within the hospital
Schedule appointments for clients within the parameters of the individual doctor guidelines
Route radiographs (digital and hard copy) appropriately through the hospital, including accepting transfer radiographs from primary vets and returning them to the originating hospital
Provide compassionate, caring support to clients during the euthanasia process, including handling financial transactions expeditiously and arranging for final care options for remains
Arrange with the Lab and Pharmacy Coordinator to have prescriptions refilled in a timely manner after obtaining doctor approval
Make notes in patient files of all relevant phone or in-person conversations with clients
Maintain a clean, functional, and organized front desk work area by refiling all charts promptly and organizing any incoming or outgoing information
Keep all exam rooms and client bathrooms and the lobby area tidy, organized, and stocked.
Provide any support to administration as needed for the benefit of the hospital
Responsible for upholding the spirit of the hospital by handling all necessary tasks that require attention

Low Call Volume Tasks

Handling of assigned projects when requested

• High school diploma or equivalent required
• Previous experience as a veterinary technician or veterinary CSR, particularly small animal species
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Attention to detail, being a team player, ability to collaborate with others