Client Service Representative

VCA Animal Hospital • Onalaska, WI

46d

About The Position

Job Summary: Meet and greet clients and their pets. Coordinate and represent all facets of client services. To serve as a good will ambassador for the hospital. Knowledge, Skills and Abilities: • 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. Education and Experience: • High School Diploma. • Must have experience working with the public, i.e. reception type work, scheduling appointments. • Experience in a veterinary hospital or other doctor's office is a plus. Physical Requirements: • 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. Receptionist Job Description Page 2 of 4 • 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. Duties: The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job functions and Job Responsibility include: 1. Client Service 2. Answer Telephones and Make Appointments 3. Maintain Charts and Computer Records 4. Pharmacy and Retail Sales 6. aintenance/Housekeeping 7. Agrees to practice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job duties. • Demonstrate excellent relations with clients/pets in waiting and/or exam rooms: - Ensure that clients and pets feel welcome and comfortable. - Serve as "Ambassadors" - creating and maintaining goodwill for the hospital. - Build rapport with clients. - Immediately greet clients and pets by name. - Quickly understand client needs and initiate the process of meeting those needs. - Help new clients completely fill out the registration form. Inform new clients about services, etc. that your hospital offers. - If there is a delay, i.e., the doctor is behind schedule, keep clients informed of expected waiting time. - Know enough about general animal husbandry and pet care to be able to educate clients and to answer non-medical questions that the client may have or to inform them of things their pet may need: - General dietary requirements and feeding schedules. - Vaccines. - Dental care instructions. - Routine laboratory tests (i.e. stool exams, heartworm tests, urinalysis, leukemia tests, etc.). - Heartworm preventatives. - Housebreaking techniques. - General flea and tick control. • Generate, present and explain fee estimates for treatment/surgery to clients. • Handles client complaints with concern and diplomacy. • Accurately communicates medical/surgical information to clients. Page 3 of 4 • Send client cards and letters, i.e., thank you notes, sympathy cards, welcome cards, as directed by management team. • Prepare, distribute and explain client education materials. Answer Telephones and Make Appointments: • 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. Maintain Charts and Computer Records: • 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. • Handwriting must be neat and legible. • 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. • File charts in appropriate areas as needed. • Do routine computer reports and backups. Pharmacy and Retail Sales: • Understand the benefits of the retail products we offer and how they are used. Must be able to promote them to our clients. - Dietary products. - Flea products and shampoos. • Fill prescriptions and dispense medications as directed by a veterinarian. • Explain prescription directions to clients. Housekeeping/Maintenance: Page 4 of 4 • Verify that the front desk, reception area, waiting areas, and exam rooms are neat and clean at all time. • 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, pressed uniform at all times. Financial Responsibilities: • 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. - Clients should pay their bill before they leave the hospital. 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.

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. reception type work, scheduling appointments.
• 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
• Maintenance/Housekeeping
• Practice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job duties.

Benefits

• We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED