Client Services Representative

CLIENT SERVICES REPRESENTATIVE

Job Summary

The Client Services Specialist is an invaluable member of the hospital team who works directly with a Hospital Manager and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through the animal hospital .  

Job Responsibilities

• 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.

• 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, su rgeries, 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.

• Pulls patient charts for daily scheduled appointments and collects information to make necessary updates, including the creation of new charts, when appropriate .

• Assists technicians in filling prescriptio ns with appropriate medication and providing routine instructions to owners on the proper administration of the medication.

• Performs over-the-counter sales of merchandise such as food and special diets, shampoos, flea and tick co ntrol products, heartworm, etc. Demonstrates a technical knowledge of products and can assist clients with their product needs.

• Invoices clients, collects fees, makes change, imprints credit card form s, and obtains a uthorization for credit charges following the credit policies of the hospital. 

• Demonstrates basic emergency procedures and can give proper information on transportin g the patient to the hospital. Responsible for advising hospital st aff about incoming emergencies.

• Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc.

• Prepares and sends welcome letters, new client information packets, referral and thank you letters, condolences, long wait notes, and other correspondence for the doctors and/or Hospital Manager. 

• Demonstrates full working knowledge of PIMS procedures and functional applications.

Skills and Basic Qualifications

• High school diploma or GED required . Bachelor ’ s degree preferred. 

• Prior client service experience in related area preferred but not required

• Proper t elephone etiquette and c lien t service e xcellence

• Basic veterinary medical knowledge, including products and services

• Excellent oral and written communication skills

• Basic comp uter skills (Microsoft Office, e -mail, and practice management software experience preferred)

• Strong organizational skills with ability to multi-task and still attend to details

This position is paid at an hourly rate starting at $16 per hour. The pay rate may increase pending candidate experience.