Client Service Representative-Full Time

VCA Animal Hospitals•Ringgold, GA

10h•Onsite

About The Position

The Client Service Representative will meet and greet clients and their pets, coordinate and represent all facets of client services, and serve as a goodwill ambassador for the hospital. This role involves managing appointments, handling financial transactions, and providing excellent customer service in a veterinary hospital setting.

Requirements

Excellent client service skills.
Excellent phone skills.
Computer skills preferred.
Must be friendly, outgoing, “people-oriented.”
Excellent communication skills.
Ability to work in a team oriented environment.
Well groomed, organized and detail oriented.
Ability to take direction.
Ability to handle money accurately and honestly.
Must possess sound decision making skills and multi-task while working in an environment of stress.
High School Diploma.
Must have experience working with the public, i.e. restaurant, retail or service business.
Dependable attendance is required.
Any allergies to animals must be controllable through medication.
Must be able to lift 40 pounds.
Must be willing to work long or irregular hours under pressure conditions.
This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day.
Visual acuity sufficient to maintain accurate records, recognizes people and understands written directions.
Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc.

Nice To Haves

Experience in a veterinary hospital or other doctor’s office is a plus.

Responsibilities

Client Service
Answer Telephones and Make Appointments
Maintain Charts and Computer Records
Pharmacy and Retail Sales
Marketing Implementation
Maintenance/Housekeeping
Financial Responsibilities
Meet and greet clients and their pets.
Coordinate and represent all facets of client services.
Serve as a goodwill ambassador for the hospital.
Generate, present and explain fee estimates for treatment/surgery to clients.
Handle client complaints with concern and diplomacy.
Accurately communicate medical/surgical information to clients.
Send client cards and letters, i.e., thank you notes, sympathy cards, as directed by management team.
Prepare, distribute and explain client education materials.
Exhibit a “come in now” attitude towards clients and patients.
Answers telephone promptly.
Encourage the client to make an appointment if the pet has any problem that is concerning to either the client or you.
Schedule appointments and other patient visits in appointment book, including re-check appointments, surgeries, and drop offs.
Reschedule any missed appointments.
Understand and use excellent telephone etiquette.
Call clients to confirm appointments, remind of missed appointments and laboratory results as well as callbacks for procedures performed.
Refuse to diagnose pet health care problems over the telephone.
Keep charts and computer records updated with current client and patient information, i.e. address or telephone number and/or vaccine due dates, other reminders, age, etc.
Prepare charts for new clients and/patients.
Prepare charts for patients prior to appointment including all necessary forms, authorizations, and instructions as necessary.
Open an order or start an invoice as each client enters the hospital.
Recommend any needed service, i.e. vaccinations, heartworm testing, etc.
Calculate client’s invoice and collect payment.
Do routine computer reports and backups.
Understand the benefits of the retail products we offer and how they are used. Must be able to promote them to our clients.
Fill prescriptions and dispense medications as directed by a veterinarian.
Explain prescription directions to clients.
Understand, participate, promote and support planned VCA marketing events and programs.
Present marketing promotions to clients in a professional manner.
Verify that the front desk, reception area, waiting areas, and exam rooms are neat and clean at all time.
Periodically check the outside of the hospital for feces, urine, etc. and keep clean and neat. Also examine glass doors and windows for smudges and clean when necessary.
Keep the client refreshment area in the hospital stocked, operational, neat and clean at all times.
Keep your appearance always clean and neat.
Wear your nametag and a clean uniform at all times.
Endeavor to keep the waiting area reading and educational materials current and orderly.
Verify that all provided services and/or products have been accurately entered in the computer on the client’s order/invoice and under the correct employee number.
Collect deposits and payments for services at the time they are rendered.
Follow appropriate protocol, i.e., credit applications, promissory notes and approval by veterinarian, in cases where clients cannot pay their balance at the time of dismissal.
Print receipt and give to client for each visit.
Balance the cash drawer with the computer summary report accurately.
Prepare deposit slips and/or cash balancing worksheet for the daily bank deposit as directed by the Hospital/Office Manager.
Keep cash/checks, etc. secure at all times.