Customer Service Representative

AmeriVet•Woodland Park, CO

7d•$19 - $21•Onsite

About The Position

The purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff. The CSR enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions. Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients. Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the CSR who creates a good first and last impression on our clients. The importance of this role cannot be over-emphasized.

Requirements

1 year experience as a Customer Service Representative in a medical setting.
Excellent empathy, compassion and communication skills.

Responsibilities

Answers incoming telephone calls by the third ring, using proper telephone etiquette.
Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.
Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
Adheres to all hospital policies, standards, and procedures, including but not limited to dress code, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
Completes required forms, such as the new client form, patient visit form, and client report, and obtains all necessary information. Notes the source of client referrals.
Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due for the patient.
Triages urgent-care patients and communicates with the medical team as appropriate.
Enters all charges into the computer and double-checks entries against the patient visit form or tracking form.
Ensures that future reminders are set up in the computer system for the patient.
Presents clients with medications, instructions, and any other items to take home.
Reviews discharge instructions, medications, and services rendered, and informs client of the total amount due.
Accepts payments from the client. Accurately processes cash, checks, charge card payments, and credit account payments.
Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.