Customer Service Representative - Aborn Pet Hospital

AmeriVet•Fremont, CA

1d•$20 - $25•Onsite

About The Position

Aborn Pet Hospital is looking for an enthusiastic animal and people loving person who is also an organized person to join our CSR team. We are seeking full time and part time applicants. Our CSRs (Customer Service Representative) are responsible for answering the phones, scheduling appointments, greeting clients, admitting and checking out patients, processing payments, managing financial information, and communicating information between clients and staff. 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. Must be able to withstand unpleasant odors and noises.

Requirements

At least one-year experience in a veterinary setting
Strong customer service background
Ability to stay on task
Ability to be a positive role model
Ability to work energetically
Ability to show empathy toward clients
Excellent interpersonal communication skills
Commitment to outstanding client service
Previous Experience in a veterinary hospital setting preferred
Ability to work with clients and other team members in a customer service focused setting
Willingness to train and develop other team members
Ability to adapt to change and assist in other areas as needed
Ability to sit and stand for 8 hours per day
HS Diploma or educational equivalent
Knowledge of general office practices and procedures, Client Service Representative (receptionist) duties, and telephone techniques
Demonstrated ability to perform clerical work with speed and accuracy
Demonstrated ability to use a multiple-line telephone system
Demonstrated ability to handle cash and other forms of payment
Experience assembling patient records, obtaining relevant information from clients, and accurately entering a variety of information in patient records
Ability to complete assigned tasks in the time allotted without direct supervision
Demonstrated ability to show empathy toward clients
Demonstrated ability to treat animals with respect and compassion
Excellent interpersonal communication skills
A commitment to outstanding client service
Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance
Ability to stay on task and work energetically for entire shift, sometimes exceeding from 8-10 hours per day

Nice To Haves

Experience using an electronic medical record system is a plus
Knowledge of veterinary medical terminology and procedures
General computer skills
Ability to type 45 words per minute
Ability to use a 10-key adding machine
At least 1 years’ recent experience in an office or medical environment, with increasing responsibilities

Responsibilities

Answering the phones
Scheduling appointments
Greeting clients
Admitting and checking out patients
Processing payments
Managing financial information
Communicating information between clients and staff
Differentiating between routine and emergency cases
Handling basic questions regarding hospital services, fees, and animal care and treatment
Relaying medical instructions
Itemizing the client’s statement and reviewing it orally with the client
Informing the client about hospital policies
Communicating with clients regarding invoices and the medical status of their pets
Making calls to clients regarding a call-back list
Providing clients with information or instructions prior to appointments
Contacting clients to schedule discharge appointments and recheck appointments
Confirming appointments and pre-surgical instructions
Maintaining knowledge of current wellness-care standards and common medical problems
Maintaining current client contact information
Welcoming clients and patients to the practice and making them comfortable
Monitoring appointment schedule and communicating with clients about wait times
Using the client’s and pet’s names to personalize communication
Distributing new-client paperwork and gifts
Scheduling outpatient, surgical, hospitalized patient, and boarding appointments
Accurately entering and retrieving records and reports
Entering fees and charges
Maintaining the database
Performing a backup of the computer system
Generating financial and other reports
Printing client correspondence
Promoting the hospital to persons inquiring about the practice, fees, and products/services
Educating clients regarding preventive medicine and vaccination requirements
Informing clients of suggested procedures to maintain their pets’ good health
Distributing handouts, new client kits, hospital brochures, and giveaways
Promoting the practice’s products and services to clients
Mailing sympathy cards to clients
Adhering to all hospital policies, standards, and procedures
Communicating basic patient preventative care protocols to clients
Maintaining knowledge of the practice’s products and services
Improving upon veterinary knowledge and skills
Attending all staff and departmental meetings
Retrieving and re-filing medical records
Purging inactive files
Updating client files and patient records
Scanning medical documents
Faxing medical records to requesters
Processing returned mail/postcards
Retrieving client records and preparing needed forms
Completing required forms and obtaining necessary information
Obtaining medical and vaccination histories from the client
Recognizing and noting any procedures due for the patient
Following hospital policies regarding patient admittance
Relaying all necessary information to the veterinarians and technicians
Triaging urgent-care patients and communicating with the medical team
Entering all charges into the computer and double-checking entries
Entering recall reminder codes into the computer
Ensuring that future reminders are set up in the computer system
Presenting clients with medications, instructions, new client kits, and any other items to take home
Reviewing discharge instructions, medications, and services rendered
Informing client of the total amount due
Scheduling discharge and follow-up appointments
Accepting payments from the client
Accurately processing cash, checks, charge card payments, credit account payments, and post-dated checks
Accurately invoicing coupons and gift certificates
Performing end-of-day procedures
Establishing credit in accordance with hospital policies
Assisting staff with cleaning and straightening the public areas of the practice
Restocking and arranging retail and point-of-purchase displays
Maintaining and replenishing refreshment area
Opening the practice and setting up for the morning
Closing the practice for the evening
Serving as a representative of the hospital
Demonstrating initiative in everyday duties
Adhering to the posted work schedule
Utilizing the time clock to clock in and out
Organizing work area and exercising time-management skills
Prioritizing tasks and handling multiple tasks in a calm, organized manner
Performing other duties as directed