Customer Service Representative

AmeriVet•Eugene, OR

2d•Onsite

About The Position

The Client Service Representative (CSR) is the first impression in our clinic, responsible for providing outstanding client service. This role involves greeting clients warmly, answering the phone, differentiating between routine and emergency cases, scheduling appointments, admitting and checking out patients, processing payments, managing financial information, and communicating information between clients and staff. The ideal candidate enjoys working with people and diverse clients, is caring, friendly, and efficient, and creates a warm and welcoming impression. They must remain professional and courteous while handling multiple tasks with interruptions, firmly believe in the quality of care provided, and communicate this assurance to clients. Understanding and clearly communicating clinic services and recommendations is essential. The CSR must empathize with clients, remain compassionate and well-mannered during emotional or discourteous client interactions, and remain calm and collected in emergency situations. This role creates a good first and last impression on clients and requires the ability to withstand unpleasant odors and noises, and potential exposure to bites, scratches, animal waste, and contagious diseases.

Requirements

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.
Ability to complete assigned tasks in the time allotted without direct supervision.
Demonstrated ability to show empathy toward clients and 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 the entire shift, sometimes exceeding 10 hours per day.

Nice To Haves

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 one year of recent experience in an office or medical environment, with increasing responsibilities.

Responsibilities

Answer incoming telephone calls by the third ring, using proper telephone etiquette, including a three-part greeting and asking callers before placing them on hold.
Operate a multiple-line telephone system, answering incoming lines, placing callers on hold, transferring calls, and paging staff members. Take and route messages for veterinarians and staff members.
Follow established clinic guidelines for communicating with clients in various situations, including general inquiries, scheduling appointments, medical questions, emergencies, and prescription refills.
Handle basic questions regarding clinic services, fees, and animal care and treatment in accordance with clinic policies, and appropriately direct other questions to a veterinarian, Practice Manager, or other staff member.
Use active-listening skills to obtain all necessary medical and personal information from the client.
Discern and handle potential client problems, complaints, or questions appropriately.
Relay medical instructions, itemize the client’s statement, review it orally with the client, and inform the client about clinic policies (e.g., pre-operative instructions, payment and credit policies, vaccination policies).
Communicate with clients regarding invoices and the medical status of their pets.
Make calls to clients on a timely basis from a call-back list.
Provide clients with necessary information or instructions prior to their appointments.
Contact clients to schedule discharge appointments and recheck appointments, and confirm appointments and pre-surgical instructions.
Maintain knowledge of current wellness-care standards and common medical problems.
Maintain current client contact information.
Welcome clients and patients to the practice and make them comfortable, including greeting clients, offering coffee, and showing them to the waiting area.
Monitor appointment schedule and communicate with clients about wait times.
Use the client’s and pet’s names to personalize communication.
Distribute new-client paperwork and gifts to all new clients.
Schedule outpatient, surgical, hospitalized patient, and boarding appointments using a computerized scheduling program.
Schedule appointments in accordance with established clinic guidelines, allocating the appropriate amount of time according to the type of visit, and maintain “E slots” for emergencies.
Inquire as to which veterinarian the client wishes to see when scheduling an appointment, and schedule as appropriate if no preference is expressed, giving the name of the veterinarian to the client. Schedule follow-up visits with the appropriate veterinarian.
Schedule appointments to meet the clients’ needs and most efficiently use veterinarians’ and staff members’ time.
Accurately enter and retrieve records and reports, enter fees and charges, and maintain the database.
Perform a backup of the computer system on a regular basis, as directed.
Generate financial and other reports (e.g., call-back lists and appointment lists) using the computer system, as directed.
Promote the clinic to persons inquiring about the practice, fees, and products/services.
Educate clients regarding preventive medicine and vaccination requirements, and inform clients of suggested procedures to maintain their pets’ good health.
Distribute handouts, new client kits, clinic brochures, and “giveaways.”
Promote the practice’s products and services to clients, making suggestions when appropriate.
Mail sympathy cards to clients.
Adhere to all clinic policies, standards, and procedures, including uniforms, grooming, smoking, and personal calls.
Communicate basic patient preventative care protocols to clients.
Maintain knowledge of the practice’s products and services.
Improve upon veterinary knowledge and skills by taking advantage of in-house education materials and by participating in continuing education, staff meetings, and in-house training.
Attend all staff and departmental meetings as requested.
Update client files and patient records as needed.
Scan medical documents.
Email medical records to requesters, with client’s permission after DVM review.
Process returned mail/postcards and contact clients to verify and correct contact information.
Complete required forms for patient admittance, such as the new client form, patient visit form, and client report, and obtain all necessary information. Note the source of client referrals.
Obtain medical and vaccination histories from the client. Recognize and note any procedures due for the patient.
Follow clinic policies regarding patient admittance.
Relay all necessary information to the veterinarians and technicians.
Triage urgent-care patients and communicate with the medical team as appropriate.
Enter any necessary charges into the computer and double-check entries for accuracy and completion during patient discharge. Enter recall reminder codes into the computer as indicated.
Ensure that future reminders are set up in the computer system for the patient.
Present clients with medications, instructions, new client kits, and any other items to take home.
Review discharge instructions, medications, and services rendered, and inform the client of the total amount due.
Schedule discharge and follow-up appointments.
Accept payments from the client, accurately processing cash, checks, charge card payments, credit account payments, and post-dated checks. Accurately invoice coupons and gift certificates.
Perform end-of-day procedures, including balancing the cash drawer, running daily reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the Practice Manager or owner.
Establish credit in accordance with clinic policies and Practice Manager’s authorization.
Assist staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms.
Restock and arrange retail and point-of-purchase displays.
Maintain and replenish refreshment area.
Open the practice and set up for the morning as directed.
Close the practice for the evening as directed.
Serve as a representative of the clinic, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
Demonstrate initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
Adhere to the posted work schedule, arriving for work promptly and beginning work at start time. Follow clinic policies for reporting lateness or absences.
Utilize the time clock to clock in and out at the beginning and end of each day and during breaks.
Organize work area and exercise time-management skills to maximize personal efficiency.
Prioritize tasks and handle multiple tasks in a calm, organized manner.
Perform other duties as directed.