Veterinary Client Service Representative

Veterinary Customer Service Representative

Veterinary Customer Service Representatives (CSRs) provide the first and last impression of each client’s visit to Meadow Branch Animal Hospital (MBAH). CSRs are responsible for client care and communication, enforcing MBAH policies and protocols to ensure we continue to provide the highest quality veterinary care, while providing excellent client service at all times. CSRs perform clerical duties related to veterinary care and treatment, process invoices and payments, direct incoming phone calls, and provide miscellaneous support to the veterinary team. They work under the direction of veterinarians, managers, and team leaders as assigned.

General Duties

Client Communication

· Maintain a professional, cheerful, and helpful attitude when interacting with clients utilizing their names and their pets’ names.

· Answer incoming telephone calls using proper telephone etiquette and direct calls or messages to other team members, as necessary.

· Contact clients to confirm appointments, providing clients with any information or instructions they will need prior to their appointment.

· Welcome clients and patients to the hospital, check in patients, and provide for client and patient comfort while in the reception area. Monitor the length of time clients are waiting, and appropriately manage situations where there is an extended wait.

· Prepare accurate estimates for services and procedures as needed. Relay costs/fees in a positive light while supporting hospital payment policies.

· Relay and enforce MBAH policies and protocols to ensure we can provide high quality veterinary care

Schedule Management

· Use practice management software to schedule appointments. Schedule appointments in accordance with hospital guidelines according to the type of visit.

· Work to maintain an effective veterinarian appointment schedule, screening for emergencies and prioritizing cases with medical concerns.

· Monitor schedule at all times for late or “no show” appointments. Contact these clients and cancel or reschedule the appointment in accordance with hospital policy.

Records Management

· Prepare client records according to established protocols in advance of clients’ arrival. Complete required forms, such as new patient form, hours disclosure, and obtain all necessary information

· Use practice management software to accurately enter and retrieve records and reports. Generate call back reports, appointment lists, and other reports using computer system as directed.

· Ensure receipt of prior records and vaccination histories for each patient. Recognize and note any vaccinations or services due for patient.

· Accurately record any communication regarding a patient into the patient’s chart

Client Education

· Exercise a technical knowledge of internal and external parasite prevention products and basic animal husbandry. Explain and answer questions regarding products and basic pet care.

· Exercise a technical knowledge of procedures and services performed at MBAH. Explain and answer questions regarding these procedures and services

Money Management/Cash Handling

· Accurately accept and process cash, checks, and credit/debit card payments.

· Accurately reconcile daily deposit/transactions each evening.

Facility Maintenance

· Maintain a professional and welcoming appearance of the reception area, examination rooms, and public restroom through cleaning and organization. Ensure public areas are clean and odor-free.

· Proper upkeep and maintenance of office equipment including computers, telephones, multi-function office machines

Minimum Qualifications

• Demonstrate knowledge of general office practices and procedures, receptionist, and telephone techniques
• Perform clerical work with speed and accuracy
• Use a multiple line telephone system
• Handle cash and other forms of payment
• Learn basic veterinary terminology
• Communicate in a clear, concise, understandable manner
• Basic computer skills, including ability to learn veterinary management software.
• High School Diploma (or equivalent)

Physical Requirements

• Must be able to stand and sit for extended periods.
• Must be able to lift up to forty (40) pounds unassisted.

Working Conditions

• Team members will be exposed to unpleasant odors, noises, and animal feces.
• Team members may be exposed to animal bites, scratches, and contagious diseases.

Job Type: Full-time

Pay: From $14.00 per hour

Expected hours: No less than 38 per week

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• Monday to Friday

Work Location: In person

Salary : $14