Client Services Representative

National Veterinary Associates • San Antonio, TX

71d

About The Position

The Client Service Specialist's main responsibility is to provide exceptional client service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. More specifically, the Client Service Specialist is responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. The position requires a practical knowledge of the clinic's procedures and policies. The Client Service Specialist is expected to perform the office duties related to patient care and treatment and to assist the Hospital Manager and doctors as needed. This is a full time/ Part time position; scheduled days and hours may vary based on hospital need. Weekend work is possible. This position may require standing for long periods of time and some heavy lifting may be involved. The Client Service Specialist reports to the Hospital Manager and in his/her absence, the Managing doctor.

Requirements

• High school degree.
• Bachelor's degree a plus.
• Prior client service experience in related area preferred but not required.
• Basic veterinary medical knowledge, including products and services, is desired.
• Excellent telephone skills.
• Excellent oral and written communication skills.
• Interpersonal skills including working in a team environment.
• Basic computer skills (Microsoft Office, E-mail, and AVImark experience preferred).
• Strong organizational skills with ability to multi-task and still attend to details.

Nice To Haves

• Experience in a veterinary clinic or animal hospital.
• Knowledge of medical terms and pharmaceutical names.
• Ability to handle difficult situations including emergencies.

Responsibilities

• Professionally receives incoming calls on the telephone, using prescribed telephone techniques.
• Schedules client appointments and addresses client questions including calling clients back.
• Pulls patient charts for daily scheduled appointments and collects information to make necessary updates.
• Follows established policy and procedures in scheduling clients for prompt treatment of ill and/or injured patients.
• Contacts clients with scheduled outpatient or pre-surgery appointments to remind them of the time and appointment requirements.
• Maintains appearance and cleanliness of the waiting room and reception area.
• Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital.
• Greets clients with a cheerful and professional attitude and makes them feel welcome during their entire time in the clinic.
• Completes client check-ins and check-outs, preparing all required forms.
• Schedules follow-up medical progress exams and/or appointments for additional healthcare as directed by a doctor.
• Assists emotional and/or grieving clients by escorting them to a private area.
• Completes all filing, including paid invoices, radiographs, lab reports, and correspondence.
• Invoices clients, collects fees, makes change, and obtains authorization for credit charges.
• Educates clients on products and services and responds to routine medical care questions.
• Follows up with clients via phone after a patient visit/surgery.
• Prepares and sends welcome letters, new client information packets, referral and thank you letters.
• Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.
• Follows time clock procedures for clocking in and out at the start and end of the shift.
• Ensures the front office is clean and tidy, maintaining a professional appearance at all times.
• Assists the Hospital Manager with special projects during slow times.
• Ensures there is a sufficient supply of hospital forms and office supplies.
• Maximizes schedule based on Doctor and time needed for an appointment.
• Makes overdue reminder calls to clients.
• Provides cost estimates and prepares client invoices while informing clients of credit policies.
• Enters charges accurately into the computer using appropriate codes and takes client payments.
• Closes out and records credit card receipts daily.
• Balances out cash drawer at completion of day's business, prepares bank deposits.

Benefits

• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401k with employer match.
• Paid time off (including sick time).

What This Job Offers

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