Lead Customer Service Representative (Lead Receptionist)

: Overview: Shiloh Animal Hospital has an opportunity for a Lead Veterinary Receptionist to join our team! Job Summary: The Lead Customer Service Representative (CSR) focuses on client service and excellent communication. The Lead CSR is the first and last contact that a client will have with the hospital and a key to creating first and lasting impressions. The Lead CSR must have exceptional client service and communication skills, computer literacy, ability to handle payment and financial issues, ability to multi-task, a friendly attitude and confidence to deal with stressful situations. The Lead CSR will support veterinarians, technicians, veterinary assistants, groomers and kennel staff in daily patient and client care. Responsibilities: How you'll make an impact:

• Maintain and uphold the Core Values and Mission Statement of MVP.
• Greet clients and pets by name with a smile and a positive, solution-oriented attitude.
• Answer phones promptly and professionally using a multi-line phone system; answering client inquiries about basic animal care and routine procedures, questions about veterinary services and products, and provide knowledgeable advice about wellness, prevention, and diseases.
• Screen and route calls to appropriate staff; take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information.
• Schedule appointments and surgeries according hospital scheduling guidelines and make surgery and appointment confirmation calls.
• Note in medical records the details discussed during client conservations including the date, time, key points of the discussion and any required information.
• Train new employees using level training method.
• Foster collaborative relationships with other team members and departments.
• Enter accurate charges; explain invoices to show value for care provided, stating all services and products provided before the total; echo doctors' recommendations when checking out clients.
• Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks.
• Verify the eligibility of clients with charge accounts.
• Balance the cash drawer at end of each day.
• Check medical and computer records for accurate client addresses, phone numbers, e-mail addresses and scan appropriate new documents to patient's medical records.
• Fill prescriptions refill forms and provide routine administrations instructions to clients.
• Advise clients on flea/tick preventative, heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products, and other retail items.

Supervisory Requirements:

• Lead, manage and hold CSRs accountable. Maintain responsibility for the overall direction, coordination, and evaluation of the team.
• Develop minimum acceptable standards for CSRs and make sure all CSRs are competent in these standards
• Develop the strengths of individual CSRs and coach them on improving any deficiencies.
• Deliver reviews & performance critiques positively to empower growth. Create and implement training guides for CSRs.
• Oversee the training of CSRs. The training may be delegated to another team member if still overseen by the Lead role.
• Review CSR & phase training documents annually and make any necessary adjustments
• Create a work schedule that is consistent with Shiloh Animal Hospital's core values and adequately supports the team.
• Communicate with team members and/or management to address complaints as they arise and help manage individual or team stress.
• Plan, schedule and lead team meetings; keep communication updated between meetings.
• Stay current on new products and services offered.
• Work alongside management to interview and select new team members.
• Ensure PIMS is properly utilized, and medical records are accurate and complete.
• Ensure that equipment & office supplies for administrative tasks are in working order.

Qualifications: Required Knowledge, Skills and Abilities:

• High school diploma or equivalent.
• Prior experience in customer service/reception in veterinary field required.
• Demonstrated commitment to MVP core values.
• Computer knowledge required- keyboarding and use of communication tools (e-mail/internet).
• Working knowledge of veterinary terminology- must be able to pronounce, spell, and know the meaning.
• Must have excellent spelling and grammar.
• Ability to handle varied and sometimes difficult conditions: will be exposed to highly emotional situations, unpleasant odors, noises and animal excrement.
• Ability to display tact and respect with clients and team members, even when busy or hectic.
• Ability to conduct oneself in a confident, calm, and professional manner with clients and staff when situations are stressful and/or focused on individual tasks.
• Must feel and express a genuine liking for animals and their owners and for working in an animal care field.

We put people first and never compromise on our values. Apply today for immediate consideration! Mission Veterinary Partners (MVP) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees .