Client Service Representative

Job Description

Job Description

Oakcrest Pet Hospital is a thriving veterinary practice located in west Wichita, offering quality veterinary care for small animals. We are looking for an experienced client service representative to be responsible for welcoming clients and visitors to the practice and assisting with the daily flow of appointments. Applicants should have a passion for working with people and pets and have a positive, helpful attitude. To be successful in this role, candidates need to be able to multi-task and have excellent verbal communication skills and computer knowledge (Cornerstone is a plus but not necessary).

ESSENTIAL FUNCTIONS

This position is responsible for the following functions :

• Greet clients and pets by name.
• Weigh pets and enter the amounts into Cornerstone.
• Check in clients through Cornerstone and direct them to exam rooms.
• Check incoming patients into boarding : discuss medications, feeding, overall care with client.
• Maintain the appearance and cleanliness of the waiting room, restroom, and reception area.
• Report any required repairs to the Office Manager.
• Maintain office equipment and report any necessary repairs to the Office Manager.
• Restock products, office supplies, client education materials, hospital brochures, and so on.
• Notify Office Manager of low inventory.
• Provide assistance as needed, such as carrying a bag of food to the car or holding a leash while the owner collects their belongings.
• Take boarding pets to their cages and enter the pet's information on the white board.
• Receive all incoming calls and document all necessary medical information such as how a patient is doing or a client request.
• Screen and direct calls to appropriate doctors or staff members.
• Record complete phone messages.
• Respond to routine medical care questions such as vaccination protocols for puppies and kittens, deworming, pre-surgery care requirements, flea treatment, and so on.
• Arrange boarding stays.
• Schedule appointments including yearly exams and recheck appointments.
• Contact scheduled outpatient appointments with a reminder of time and requirements.
• Contact scheduled surgery appointments with a reminder of time and required care - for example, withholding food and water.
• Contact clients that need more heartworm and / or flea / tick prevention.
• Fill prescriptions with doctor authorization at client request.
• As clients arrive, update the existing file or collect necessary information to prepare a new file.
• Prepare welcome letters, thank-you letters, condolences, and other correspondence for staff signatures.
• Oversee the reminder system (postcards, emails, texts) for patient vaccinations, heartworm tests, fecal exams, etc.
• Mail (or fax) patient records at client request.
• Use the computer software system to accurately and efficiently search for information.
• Provide rabies tags, certificates, and city licenses to clients.
• Maintain proper records in Cornerstone.
• Discuss wellness plans with clients, complete enrollment, and file documents appropriately.
• Ensure surgery, boarding, and euthanasia consent forms are completely and properly filled out and signed by the owner.
• Scan necessary documents into patient files.
• Prepare invoices for boarding and product purchases.
• Review all invoices with clients and enter payments accurately.
• Reconcile the cash drawer and process end-of-day.

QUALIFICATIONS

EDUCATION and CERTIFICATION : High school diploma or GED

PREFERRED KNOWLEDGE : Working knowledge of various veterinary hospital practices, including terminology.

EXPERIENCE PREFERRED : Previous experience as a CSR / receptionist, similar work setting, or customer service industry.

SKILLS and ABILITIES :