Client Service Representative at Goodlettsville Animal Hospital

Goodlettsville Animal Hospital•Goodlettsville, TN

About The Position

Goodlettsville Animal Hospital is a busy, well-established companion-animal practice with a five-doctor team and facilities that include multiple exam rooms, a full laboratory, an in-house pharmacy, digital radiology, and ultrasound. The Client Service Representative provides clients with an exceptional experience at every interaction while supporting the practice’s administrative operations. The role reports to the Practice Manager. The CSR manages reception, including visitor and telephone interactions, and performs tasks involving veterinary medical records, accounts, cash processing, data entry, word processing, and mail services. The position requires practical knowledge of practice processes and services, applicable visitor and patient-treatment rules, and veterinary record requirements and terminology. Receptionists typically work 10-hour shifts, with shorter shifts on Saturdays. Availability across all hospital operating hours is required, as is working every other Saturday. Employees must also work at least one holiday shift per year, either morning or evening, to assist another staff member with feeding, walking, and cleaning boarding areas. Hospital hours are Monday and Thursday, 6:30 AM–8:00 PM; Tuesday, Wednesday, and Friday, 6:30 AM–6:00 PM; and Saturday, 7:30 AM–4:00 PM. The hospital is closed to the public on Sunday. The stated pay range is USD $16.00–$18.00 per hour. Benefits may vary according to company policy and full- or part-time employment status.

Requirements

Ability to work weekends as required, including every other Saturday.
Availability to work across all hospital operating hours.
Ability to work at least one holiday shift per year.
High school diploma or equivalent.
Practice OSHA safety techniques, including proper use of personal protective equipment.
Demonstrate patience, compassion, professionalism, and calm responses in challenging or emergency situations.
Demonstrate collaboration, teamwork, communication, active listening, organization, and a focus on client satisfaction.

Nice To Haves

Previous veterinary experience.
References demonstrating client satisfaction.

Responsibilities

Lead practice opening and closing procedures according to Practice Manager instructions and practice procedures.
Keep public areas clean and presentable, including the front desk, reception and waiting areas, office, public bathrooms, and exam rooms.
Process cash, checks, charge-card payments, and credit-account payments.
Schedule clinic appointments according to practice and doctor preferences and ensure appropriate workflow.
Assist with updating client and patient files as needed.
Prepare and send client correspondence.
Send periodic reminder notices and conduct timely client recalls from a callback list.
Back up the computer system regularly as directed.
Perform and oversee the posting of daily business.
Welcome clients and patients warmly and support an excellent experience during practice visits.
Answer incoming telephone calls using proper telephone etiquette.
Present clients with medications, instructions, new-client kits, and other take-home items.
Handle emergencies with care and patience while following established clinic policies and procedures.
Address client concerns calmly and appropriately, working to ensure a satisfactory experience.
Coordinate actions with doctors and practice team members, provide and incorporate feedback, and share ideas.
Track lab specimens, medications, patient instructions, workflow, and other job-related items while managing multiple patients and clients.
Follow doctors’ and sometimes patient owners’ instructions, listen actively, and anticipate the needs of doctors and teammates based on experience and feedback.