Client Services Representative - Veterinary Rehabilitation

Job Description

Job Description

Benefits:

• 401(k) matching
• Company parties
• Competitive salary
• Dental insurance
• Employee discounts
• Free uniforms
• Health insurance
• Paid time off
• Parental leave
• Training & development
• Vision insurance
• Wellness resources

Are you looking for a career with meaning and room to grow? Join us at Twin Cities Animal Rehabilitation + Sports Medicine Clinic! We are a progressive veterinary clinic that specializes in rehabilitation, and we are looking for an energetic and dedicated animal lover to join our front of house team.

Benefits/Perks

• Competitive Salary : Based on experience and qualifications
• 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 401k Retirement plan with employer match, health, dental, and vision insurance, short-term and long-term disability, life insurance, critical illness, and accident coverage.  
• 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: Mon-Fri 8:30am-4:30pm. 
• No weekends!

Job Summary
Veterinary Rehabilitation is a fullfilling and progressive field! 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 (EzyVet) 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: add, update, and maintain client and patient information. Record all communications in the client’s communication record.
• Request previous medical history and diagnostics from primary care and specialty veterinarians. Ensure medical records and imaging files are sent with records uploaded to the Practice Management System and saved to the patient/client file.
• Recieve, process, and complete medication requests with the doctors.
• 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.
• 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)
• Know all hospital policies regarding pricing, fees, payment plans, and discounts.
• Prepare and explain invoices and estimates to clients.

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)

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.
• Assists veterinary assistants, technicians, and doctors readily and as needed. 
• 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.
• Experience in the veterinary field preferred.
• 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!