Veterinary Client Service Representative

Job Description

Job Description

Benefits:

• 401(k)
• Dental insurance
• Employee discounts
• Free food & snacks
• Opportunity for advancement
• Paid time off
• Profit sharing
• Training & development
• Wellness resources

Benefits/Perks

• Professional Growth : We prioritize our teams' growth and development, offering opportunities for professional development assistance and certifications
• Work/Life Balance : A schedule and generous PTO package that lets you enjoy a positive work/life balance so you can excel at work while also taking time for yourself.
• A Comprehensive Benefits Package : Our full-time employees receive a robust package including health, dental, and vision insurance, short-term and long-term disability, life insurance, critical illness, and accident coverage.
• Investment in Your Future : A 401k Retirement plan with employer match. 
• Additional Perks : Take advantage of our Employee Assistance Program (EAP), Paid Time Off (PTO), paid holidays, paid parental leave, and a bi-annual performance-based bonus program.

Schedule / Expected Work Hours:

• Hourly, Full-Time
• Schedule option of: 10am-6pm Monday-Friday or 8am-6pm Tuesday-Friday
• Weekend shifts may be required, varies by location
• Overtime may be required

Job Summary
In your role as the Client Service Representative , you serve as the cornerstone for exceptional client service and the efficient management of daily appointment flow. your primary responsibilities include client support, appointment coordination, and the creation of a warm and efficient front desk atmosphere. For this role, you should have a knack for multitasking, a talent for creative problem-solving, and a genuine enjoyment of working with families to ensure the well-being of their pets.

Responsibilities 
Client/Patient Relationship Management

• Promotes a client-centered environment and facilitates programs and processes that meet client needs.
• Warmly greet clients and pets by name.
• Answer inquiries about rehabilitation services and or products. Ability to describe the initial exam process and modalities. Knowledge of products and prescription foods.
• Utilize the Practice Management Software (PMS) to schedule, adjust, monitor, and confirm appointments.
• Audit daily patient schedules, remove blocks, and address incorrectly scheduled appointments.
• Troubleshoot patient schedule conflicts (i.e. late client, not scheduled client).
• Manage patient records. Utilize the Practice Management Software (PMS) to add, update, and maintain client and patient information. Record all significant conversations in the client’s communication record.
• Request previous medical history and diagnostics from primary care and specialty veterinarians. Ensure imaging files are sent with records uploaded to the Practice Management System and saved to the patient/client file.
• Receive and complete medication requests with the doctor and ensure prescription requests are added to the medical chart. Check in patients and direct them to the proper location.
• Check-in patients and assist with intake.
• Discharge patients.
• Check charts and invoices for completeness. Be willing to learn hospital policies and procedures regarding invoicing and payments.
• Answer all lines and greet clients. Take accurate messages for the doctors and other staff members and deliver them in a timely manner. Manage phones that are on hold in a timely fashion. Route calls to appropriate staff members. Screen calls for doctors and other staff members.
• Utilize email and text to communicate with clients. Respond to incoming text messages.
• Prepare client charges prior to appointment to ensure payment has been collected.
• Address client concerns and grievances and escalate to lead CSR, leadership, or a DVM when necessary.

Finance and Accounting

• Utilize the Practice Management Software (PMS) to invoice and collect payments.
• Process various forms of payment from clients (credit cards, cash, checks)
• Reconcile all transactions at the end of the day.
• Audit transactions daily and weekly. Troubleshoot discrepancies.
• Know all hospital policies regarding pricing, fees, payment plans, and discounts.
• Explain invoices to clients.
• Prepare estimates and invoices (when needed).
• Assist with Accounts Receivable. Follow up with overdue clients.
• Assist with client communications regarding pricing.

Facility Operations

• Maintain the lobby and client-facing areas of the clinic to ensure they are clean, safe, and hospitable.
• Ability to keep the practice clean. This could include cleaning and sanitizing rooms between appointments, washing and drying towels, break room cleanup, disposing of waste, vacuuming, etc.
• Assist with safety and OSHA Management, as requested by management. (i.e. review of logs, update of tracking sheets)
• Assist with office equipment maintenance and repairs.
• Assist with IT – hardware, email account, and shared files.
• Assist with Inventory Management – regularly schedule counts, monitor expiration dates, confirm receipt of goods, and review prescriptions filled but not yet dispensed.

Marketing

• Supports the execution of practice-level strategic marketing plan.
• Supports reputation management.
• Assists with content development. (i.e. photo and video)
• Assists with community outreach as requested.
• Maintain an adequate supply of client education materials.

Other

• Promotes cooperative working environment among team members; understands the value of teamwork; shows enthusiasm and willingness to perform as necessary to help the practice function as a unit.
• Actively participates in team meetings.
• Understands and carries out oral and written directions.
• Maintains positive, cooperative relationships with other teammates.
• Performs other duties as assigned.

Qualifications

• High school or equivalent; additional education a plus
• Minimum one year experience as a Receptionist or in an administrative/customer service role required.
• Minimum one year experience in veterinary medicine. 
• Demonstrated competence with computer skills in an office setting.
• Experience with MS Office (Excel, PowerPoint, Outlook, Teams, Word, etc.) and veterinary practice management software is a plus!