Veterinary Customer Service Representative (CSR)

Job Description

Job Description

The primary job for a receptionist is to exceed our client’s expectations for outstanding client service while creating a warm and welcoming impression. A good receptionist is a “people person” who enjoys working with diverse clients and is caring, friendly, and efficient.

The receptionist must remain professional and courteous to clients and co-workers while handling multiple tasks at once with many interruptions. The position is part crowd control, part efficiency expert, and part records manager. Receptionists answer the phones, differentiate between routine and emergency cases, schedule boarding/grooming appointments, greet clients, admit and check out clients, process payments and manage financial information, and communicate between clients and other staff.

Receptionist's must be able to empathize with clients and remain compassionate and well-mannered if a client becomes emotional or discourteous. They should remain calm and collected in the face of emergency situations.

Receptionists should have a firm belief in the quality of care we provide and communicate this sense of assurance to our clients. The receptionist must know and understand our services and recommendations and be able to clearly communicate these to our clients.

Providing for patient and client comfort by keeping the reception area clean and presentable is part of the daily routine. Ultimately, it is the receptionist who is responsible for creating a good first and last impression on our clients. The importance of this role can not be over emphasized.

Job Responsibilities

• Provide compassionate care to all patients

• Greet clients and pets by name

• Answer phones promptly and professionally using a multi-line phone system

• Receive and transmit faxes

• Take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information

• Note in medical records the details discussed during client conversations including the date, time, key points of the discussion and any action required

• Check medical and computer records for accurate client addresses, phone numbers and e-mails.

• Weigh pets each visit and record weights in medical records and on computer

• Schedule boarding/grooming appointments according to hospital scheduling guidelines

• Answer clients’ questions about veterinary services and products and provide knowledgeable advice about wellness, prevention and disease

• Fill prescriptions and provide routine administration instructions to clients

• Always refer to the veterinarian as doctor; never use the doctor’s first name in the presence of clients

• Prepare consent forms, estimates/treatment plans and be able to discuss the hospital’s financial policies with clients

• Prepare health certificates and/or proof of vaccination as requested by the client

• Advise clients on proper nutrition, flea/tick/heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products and other retail items

• Maintain a clean, neat reception area and front desk

• Explain invoices to show value for the care provided, stating all services and products before the total

• Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks

• Know fees for routine services

• Retrieve, update and file patient medical records

• Clean up after pets’ accidents in the reception area, exam rooms and exterior sidewalks

• Water and maintain plants in waiting exam rooms

• Collect specimens that clients bring in for lab analysis, label and take to the lab area. Note the date and time of specimen collection in the appropriate hospital log to ensure they are completed and the client is notified of the results. Place corresponding medical file in appropriate area.

• Recognize emergency situations, enlisting the aid of doctors and technicians

• Wear personal protective equipment required for each job duty and keep PPE in good working order. PPE includes goggles or face shields, aprons, gloves and/or other equipment assigned.

• Provide facility tours for clients, explain services offered

• Maintain food and supply storage

• Understand infectious diseases and how to control and prevent their spread

• Communicate with clients in person and on the phone

• Attend monthly mandatory staff meetings

• Attend mandatory continuing education seminars

Educational Requirements & Skills Needed

• Educational Requirements: High school diploma or equivalent, some college preferred

• Minimum age requirement of 18 years old

Skills Needed:

• Ability to read and comprehend instructions

• Effective communication with clients in person and by phone

• Experience in caring for animals, proper restraint techniques preferred

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals

• Ability to work with computer-based veterinary software

• Exceptional customer service skills

• Ability to work in a fast-paced environment

Physical Obligations:

• Able to lift and carry up to 50 pounds

• Endure standing and walking on hard floor surfaces for extended periods of time

• Able to work in noisy work conditions with sounds from animals and equipment

• Take safety precautions for exposure to toxins, drugs, anesthesia and radiation

Coyne Veterinary Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Coyne Veterinary Center complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.