Client Service Representative at Eastern Animal Hospital

Eastern Animal Hospital•Baltimore, MD

3d•$17 - $19•Onsite

About The Position

Eastern Animal Hospital, a well-established and AAHA accredited practice with over 30 years of service in Baltimore, is seeking a Client Service Representative (CSR). This role is crucial in providing an exceptional client experience during every interaction, managing practice administrative tasks, and ensuring smooth daily operations. The CSR will handle reception duties, maintain veterinary medical records, manage accounts, process payments, and perform data entry. This position requires a practical understanding of practice procedures, regulations, and veterinary terminology to ensure excellent patient care and client satisfaction. The hospital emphasizes work-life balance, mental health, and professional development for its team members.

Requirements

Ability to work on weekends as required
High school diploma or equivalent
Patience & Compassion: Remaining professional while still making Doctors, teammates, clients, and patients feel as comfortable as possible regardless of the situation or challenges presented.
Responding quickly and calmly to crisis while maintaining a high standard of patient care.
Collaboration & Teamwork: Carefully coordinating actions with Doctors and practice team members.
Providing feedback appropriately and in a timely manner.
Quickly incorporating feedback to ensure positive results.
Sharing ideas and being open to other’s ideas.
Communicating: Conveying instructions to clients and teammates to ensure successful patient care.
Active Listening: Following the instructions of Doctors and sometimes patient owners.
Picking up the needs of Doctors and teammates based on prior experiences and feedback.
Organization Skills: Clear tracking of lab specimens, medications, patient instructions, workflow, and other job-related items while managing multiple patients and clients.
Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.

Nice To Haves

Previous veterinary experience preferred
Client satisfaction references preferred

Responsibilities

Provides an exceptional experience to clients during every interaction.
Performs practice administrative tasks such as record maintenance and appointment tracking.
Manages practice reception (visitor and telephone).
Maintains veterinary medical records.
Manages accounts maintenance.
Handles cash processing.
Performs data entry and word processing.
Provides mail services.
Applies practical knowledge of practice processes and services, and the basic rules and regulations governing visitors and animal patient treatment.
Ensures every patient is well-cared for and every client has an exceptional experience.
Leads practice opening and closing procedures per Practice Manager instructions and practice procedures.
Ensures all public areas are clean and presentable for patients; cleans and straightens areas including the front desk, reception area, waiting area, office, public bathroom(s) and exam rooms.
Processes cash, checks, charge card payments and credit account payments.
Schedules appointments for the clinic adhering to practice and Doctor preferences and ensure appropriate workflow.
Assists in the updating of client/patient files, as needed.
Prepares and sends client correspondence.
Sends reminder notices to clients for periodic notifications; conducts re-calls to clients on a timely basis from a call back list.
Performs a backup of the computer system on a regular basis, as directed.
Performs and oversees the performance of posting daily business.
Welcomes clients and patients to the practice with a warm and friendly demeanor and ensures an excellent experience during the practice visit.
Answers incoming telephone calls applying proper telephone etiquette.
Presents clients with medications, instructions, new client kits and any other take home items.
Handles emergency situations with great care, patience, and following established clinic policies and procedures.
Addresses client concerns in a calm appropriate manner, ensuring every experience ends in satisfaction.