Veterinary Customer Service Representative

Job Description

Job Description

We are a fasted paced, privately owned clinic looking for our next Customer Service Rockstar. Staff culture is a huge priority for us. We are looking for someone to join our hard working, hard laughing, team while providing high quality care for our patients.

We're a thriving hospital experiencing exciting growth, with our second location opening soon! As part of our expansion, we're looking to add passionate, skilled professionals to our team across multiple roles.

The CSR is the client’s first contact when calling or visiting the practice and as such represents the professional image of the practice to callers and visitors. They answer telephones, emails, greet clients, prepare patient files, receive, and relay client correspondence, and updates client financial records. The exceptional CSR has the ability to diffuse negative client situations and foster client bonding.

Check us out on Instagram to meet our team! @westcoastpet

EDUCATION AND LICENSURE REQUIREMENTS

· High school diploma or equivalent.

· Customer Service background required.

· Typing skills required.

· Some computer knowledge required

EXPERIENCE REQUIREMENTS

· Experience with basic office functions in a busy office environment.

· Minimum 12 months prior experience in a veterinary hospital or similar setting is required

· Minimum 18 years old

PERSONAL REQUIREMENTS

The receptionist must be able to:

· Be flexible in attitude and work habits.

· Knows how to pronounce, spell and the meaning of commonly used veterinary terminology.

· Perform basic computer skills and typing, is familiar with veterinary practice management software and vocabulary.

Physical Effort: Work requires lifting and carrying records and equipment weighing up to 25 lbs; requires sitting and standing for extended periods or time.
Working conditions: May be exposed to unpleasant odors, noises and animal feces. May be exposed to bites, scratches and contagious diseases.

Veterinary Knowledge / Client Education

Can answer client’s inquiries about basic animal care questions and routine procedures. Also can communicate with clients about basic medical conditions.
Has deeper knowledge of and can educate clients on over-the-counter products such as shampoos and supplements; has full knowledge of heartworm and external parasite preventives to promote client education and sales.
Can guide clients to make appropriate decisions regarding optimum pet care including triage of patients over the phone.
Understands veterinarians’ preferences with regards to scheduling and recommendations.
Can educate clients on vaccine recommendations

Admitting / Discharging Patients/ Cash Handling

Can admit patients and handle medical records entries accurately.
Can prepare health certificates, immunization certificates, laboratory requests, and euthanasia consent forms.
Can handle client/patient transfers with ease.
Can prepare client invoices for services performed.
Can accurately handle payment collection including returns and complex transactions.
Can accurately and empathetically communicate estimates/treatment plans to clients.
Is responsible for efficient workflow for technician and veterinary appointments

Hospitality

Can bond with clients during interactions.
Can keep the front desk a positive area even in the event there is a client wait time.

Schedule Management

Can work to maintain an effective veterinarian appointment schedule, screening emergencies and prioritizing cases that need to be seen.
Computer Knowledge / Telephone Skills
Receives and relays telephone, fax, and email messages accurately and promptly.
Answers telephones and handle calls quickly, efficiently and in a professional and friendly manner using a multi-line system.
Can enter and update client and patient information into practice computer software.
Has good computer skills and shows accuracy in inputting details.

Personal Conduct/Attitude/Teamwork

Dependable, arrives at shift in a timely manner and is committed to upholding the core values and mission of the hospital
Can maintain positive, cooperative relationships with other employees.
Can display tact and respect with team members even when busy or hectic.
Feel and express a genuine liking for animals and their owners and for working in an animal care field.

Client Communication

Can conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks.
Can deal intelligibly, pleasantly, and efficiently with clients, often doing several things at one time.
Can greet clients with poise and natural effort.
Can outline costs and fees in a positive light while supporting hospital payment policies.
Can turn future clients (phone-shoppers) into clients through relationship building and bonding.
Can easily remember clients and patients’ names and uses them.
Can handle client correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards, and A/R statements.

Facility Maintenance

Can maintain a professional/welcoming appearance of the front office through cleaning and organization.
Can offer proper upkeep for and troubleshoot office equipment including pc’s, telephones, copiers, and fax machines.

Organization/Time Management

Can work almost constantly in the presence of other staff members and clients.
Understands and carries out oral and written directions.

Other

Performs other duties as assigned.

We offer four 10-hour shifts. One weekend day required

Job Type: Full-time

Salary: $21-$23 per hour

Benefits -- Benefits are outlined in the employee manual and are separate from the hourly wage.

401(k)
401(k) matching
Dental insurance
Employee discount
Health insurance
Paid time off
Retirement plan
Vision insurance
Perfect Attendance bonuses
Quarterly Team Outings
Mentorship Program
Opportunity for growth within the company

Schedule:

10-hour shift
Day shift
Weekend availability