Client Service Representative

Ethos Veterinary Health•Bothell, WA

5d•$21 - $24•Onsite

About The Position

The Center for Bird and Exotic Animal Medicine (CBEAM) is seeking an energetic Client Service Representative (CSR) to join their growing team. CBEAM is a 24/7 emergency and primary care veterinary hospital for exotics, providing compassionate and expert care for all species of non-traditional pets near Seattle, WA. A CSR is an essential member of the hospital team, working with the Client Service Manager and medical staff to deliver exceptional customer service and ensure a smooth client and patient flow. This role is the first impression for clients and requires a warm, positive, and professional demeanor. Multiple full-time positions are available with day, evening, and weekend shifts.

Requirements

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)
Strong organizational skills with the ability to multi-task and attend to details
High school diploma or GED required
Prior client service experience required
Avimark experience preferred

Nice To Haves

Experience in a related area preferred

Responsibilities

Greeting clients, determining their needs and those of their patients, and completing check-in and check-out processes.
Maintaining a professional and courteous manner with staff and clients, showing compassion and understanding in various emotional states.
Being attentive to client and patient needs, recognizing that these needs can change individually.
Answering and triaging phone lines professionally and using AllyDVM software for client communication.
Following established policies and procedures for scheduling clients for prompt treatment, vaccinations, rechecks, surgeries, and other services.
Assisting with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc., and making overdue reminder calls.
Updating patient records and noting client communications each time a conversation occurs, ensuring messages reach the doctor.
Reviewing patient records for daily appointments and collecting information for necessary updates.
Checking in clients and monitoring the flow from check-in to discharge.
Communicating effectively via intercom, Softros LAN Messenger, and with technician staff, following hospital protocols.
Performing client and patient call backs.
Receiving and filtering prescription requests, following protocols for outside pharmacy requests, and promoting hospital prescription recommendations.
Performing over-the-counter sales of merchandise like food and toys, demonstrating product knowledge.
Collecting fees, making change, and obtaining authorization for credit charges according to hospital policy.
Communicating effectively with clients about wellness plans and setting up Claw Plans.
Processing end-of-day tasks and reconciling cash drawers.
Demonstrating basic emergency procedures and providing information on patient transport, and advising staff about incoming emergencies.
Maintaining the appearance and cleanliness of the waiting room and reception area, including restocking products, office supplies, and educational materials.
Cleaning up urine and stool from the lobby and outside the building as needed.
Preparing and sending welcome letters, referral and thank you letters, condolences, and other correspondence.