Customer Service Representative

Taconic Veterinary Center is a state-of-the-art emergency and general practice and emergeny veterinary center open 7 days a week, including holidays. A doctor is always present during our operating hours to supervise the immediate care of patients with the assistance of trained medical staff. We are here for all of your pets’ medical and surgical needs throughout all life stages, and especially in times of illness. A boarded surgeon, cardiologist, and internist are available for consultations at our hospital should your pet require this specialized care.

Our team works closely together to provide excellent care to our patients, focusing not only on the bond between the patient and client but also on being advocates for them and the families who love them. As a client service representative, you will be a crucial member of our care team.

Description

The purpose of this position is to perform clerical duties related to veterinary care and treatment, closely interact with clients and (small animal) patients, process invoices and payments, handle the cash drawer, and provide miscellaneous support to the veterinarians, veterinary practice manager, and other staff members. Operates under the direct supervision of the veterinary practice manager.

Requirements

Customer Service experience preferred but not required

Telephone Skills

• Answer incoming telephone calls utilizing proper telephone etiquette.
• Operate a multiple-line telephone system.

Client Communication

• Handle basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately direct other questions and communication to a veterinarian, practice manager, or other staff members or appropriate voice mailbox.
• Utilize effective listening skills to obtain all necessary medical and personal information from the client.
• Relay medical instructions, itemize the client statement, and inform clients about hospital policies such as pre-operative instructions, payment and credit policies, and vaccination policies.
• Provide clients with any information or instructions they will need prior to their appointment.
• Contact clients to schedule discharge appointments, re-appointments, and confirm appointments and pre-surgical instructions.
• Employ tact, empathy, and diplomacy when dealing with clients upset due to a sick or injured pet; offer special assistance to clients during euthanasia procedures.

Hospitality

• Heartily welcome clients and patients to the practice and provide for their comfort while they are in the practice.
• Monitor the length of time clients are waiting and appropriately handle situations where there is an extended wait.
• When speaking with clients, use the client’s name and pet’s name to personalize communication.

Schedule Management

• Use a computerized scheduling program to schedule out-patient, surgical, and hospitalized patient appointments appropriately with the correct Veterinarian, when requested
• Help to “proofread” future appointments for incorrectly scheduled appointments, errors in actual computer schedule, etc.

Computer Knowledge

• Utilize the computer system to accurately enter and retrieve records and reports, enter fees and charges, and maintain the database.
• Generate reports (i.e., call back lists, appointment lists, etc.) using the computer system as directed.

Recordkeeping/Filing

• Retrieve and refile medical records accurately and promptly.
• Purge inactive files as directed.
• Update client files and patient records as needed.

Patient Admitting

• Prepare to receive appointments by retrieving client records and preparing needed forms in advance of clients’ arrival.
• Complete required forms such as the new client form, release forms, etc., and obtain all necessary information. Note the source of client referrals within the software system.
• Obtain medical and vaccination histories from the client.
• Follow hospital policies regarding patient admittance (i.e., vaccination status, etc.).
• Relay all necessary information to the doctors and technicians.

Discharging Patients

• Proofread reminders on file to make sure that client will receive communication for future visits for the patient.
• Present clients with medications, instructions, puppy or kitten kits, and any other items to take home.
• Dispense heartworm and flea medication per hospital policy including providing routine instructions to owners considering these medications.
• Performs over the counter selling of pet supplies and pet foods. Exercise a technical knowledge of products sold.
• Reviewing discharge instructions and medications, the services that were rendered to the pet (verbally itemize the client receipt) and inform client of the total amount due.
• Scheduling discharge or follow-up appointments.

Cash Handling

• Accept payments from the client. Accurately process cash, checks, charge card payments, credit account payment, and post-dated checks. Assure that clients meet all financial obligations or that acceptable payment arrangements have been made.
• Perform an end-of-day procedure each evening. This would include balancing the cash drawer, running end-of-day computer reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the practice manager or owner.

Physical Plant Maintenance

• Assist other staff members to clean and straighten the public areas of the practice, including the front of the building and grounds, front desk, reception area, and exam rooms. Demonstrate an attitude of “ownership” by making sure that you take part in providing the best first impression for clients at all times via the cleanliness of grounds and facility.
• Restock and arrange the front desk and waiting room.
• Open the practice and set up for the morning as directed.
• Close up the practice for the evening as directed.

Punctuality and Attendance

• Adhere to the posted work schedule. Arrive for work promptly and be ready to begin working at the start time. Follow hospital policies for reporting lateness or absences.
• Utilize the time clock to clock in and out at the beginning and end of each day.

Attitude/Teamwork

Demonstrate initiative and teamwork in everyday duties by seeking other work to do during slack times, assisting other employees within the practice, and filling in for other employees as needed.

Organization/Time Management

Organize work area and exercise time management skills to maximize personal efficiency within the practice. Prioritize tasks and handle multiple tasks in a calm, organized manner.

Knowledge and Skills

• Knowledge of general office practices and procedures, receptionist and telephone techniques.
• Knowledge of spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and interpret medical records.
• Ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, handle cash and other forms of payment, and interact closely with clients and pets daily.
• Ability to provide excellent customer service to clients. Shows a genuine desire to bond clients to the practice both on the job and off the job if the opportunity presents itself.
• Genuine desire to care for and be an advocate for the pet.

Pay:

• commensurate with experience
• range $18 - $20 per hour

Well-being

Full-Time Hours

• Medical, Dental, & Vision Plans
• Health Savings Account (HSA) Options
• Voluntary Life and AD&D, and Short-Term Disability
• 401K
• Generous PTO
• New York Sick Time
• Pet Health Discounts

Part-Time

New York Sick Time

Pet Health Discounts

Growth

• Employee Assistance Program (Counseling, Crisis Support, Mental Health Resources)

Physical Requirements:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. While performing the duties of this job, employees may be regularly required to lift and or move twenty five pounds or more as well as bend, sit, squat, or stand for periods of time. This job also includes phone and computer work which will need to be performed.

Job Types: Full-time, Part-time

Pay: $18.00 - $20.00 per hour

Expected hours: 24 – 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance

Shift:

• Day shift

Work Location: In person

Salary : $18 - $20