Client Service Representative

Client Service Representative - Center for Bird and Exotic Animal Medicine (CBEAM)

Compensation: $21.00-24.00/hr based on job experience, education, and skills. Location: Bothell, WA

About the Role and Hospital The Center for Bird and Exotic Animal Medicine (CBEAM) is looking for an energetic, Client Service Representative (CSR) to add our growing team of nineteen veterinarians and about forty support staff! We are a 24/7 emergency and primary care veterinary hospital for exoticswe provide compassionate and expert care for all species of non-traditional pets located near Seattle, WA. A CSR is an invaluable member of the hospital team who works directly with the Client Service Manager (CSM) and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. We are currently hiring for multiple full-time and positions with day, evening, and weekend shifts available. This position has a unique relationship with our clients; they are the first impression a current or potential client sees or hears. At all times, a CSR must maintain a warm & positive, yet professional appearance and demeanor. Our CSRs are the face of CBEAM!

Job Description:

• Responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. Models a professional and courteous manner with staff and clients. This includes being compassionate and understanding, while working with clients in various emotional states.
• Being attentive to client's and patient's needs while understanding that needs will change on an individual basis.
• Politely and professionally answer and triage phone lines and use AllyDVM software to communicate with clients as appropriate.
• Follows established policy and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in-hospital procedures, and other services that require the doctors' and technicians' time.
• Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc. Makes overdue reminder calls and updates patient records.
• Notes client communications in patient record each time a conversation is held and ensures appropriate messages are getting to the doctor.
• Reviews patient records for daily scheduled appointments and collects information to make necessary updates.
• Checks in client and monitors flow from check in to discharge.
• Communicates effectively through intercom system, Softros LAN Messenger and utilizes technician staff for communication. This includes following hospital protocols when relaying information.
• Performs client and patient call backs.
• Receives and filters prescription requests. Follows protocols for outside pharmacy requests and promotes the hospitals prescription recommendations.
• Performs over-the-counter sales of merchandise such as food and toys. Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs.
• Collects fees, makes change, and obtains authorization for credit charges following the credit policies of the hospital.
• Able to communicate effectively with clients regarding our wellness plans and ability to set up a Claw Plan properly.
• Processes end of day as assigned and reconciles cash drawer according to hospital procedure.
• Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.
• Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, etc. This includes cleaning of urine and stool from lobby and outside of building each time coming through the doors.
• Prepares and sends welcome letters, referral and thank you letters, condolences, and other correspondence for the doctors and/or Hospital Manager.

Qualifications:

• Proper telephone etiquette and client service excellence
• Basic veterinary medical knowledge, including products and services
• Excellent oral and written communication skills
• Basic computer skills (Microsoft Office, e-mail, and Avimark experience preferred)
• Strong organizational skills with ability to multi-task and still attend to details
• High school diploma or GED required.
• Prior client service experience required, in a related area preferred.

Job Types: Full-time Compensation: $21.00-$24.00 per hour (depending on experience) Expected hours: 40 per week Benefits:

• Medical, Vision, Dental Insurance (Full-Time Employees)
• Paid Time Off
• Quarterly Bonus Pay
• Employee Pet Discounts
• Employee Assistance Program
• 401K Plan (Full-Time Employees)
• Uniform Stipend

Schedule:

• Day/Swing shift
• 10 hour shifts
• Weekends as needed

Work Location: In person If you are passionate about animal care and eager to expand your experience in exotic veterinary medicine, we encourage you to apply! Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com.

Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act. Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.