Customer Service Representative

AmeriVet•Eugene, OR

20d•Onsite

About The Position

The purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) is the first impression in our clinic! Besides greeting clients warmly, they answer the phone, differentiate between routine and emergency cases, schedule appointments, admit and check out patients, process payments, manage financial information, and communicate 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. May be exposed 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, use a multiple-line telephone system, and 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 and general computer skills.
Ability to type 45 words per minute and use a 10-key adding machine.
At least one year of recent experience in an office or medical environment, with increasing responsibilities.

Responsibilities

Answers incoming telephone calls by the third ring, using proper telephone etiquette.
Operates a multiple-line telephone system.
Takes and routes messages for veterinarians and staff members.
Handles basic questions regarding clinic services, fees, and animal care and treatment in accordance with clinic policies.
Uses active-listening skills to obtain all necessary medical and personal information from the client.
Discerns any potential client problems, complaints, or questions and handles them appropriately.
Relays medical instructions; itemizes the client’s statement; reviews it orally with the client; and informs the client about clinic policies.
Communicates with clients as needed regarding invoices and the medical status of their pets.
Makes calls to clients on a timely basis from a call-back list.
Provides clients with any information or instructions they will need prior to their appointments.
Contacts clients to schedule discharge appointments and recheck appointments and confirms appointments and pre-surgical instructions.
Maintains knowledge of current wellness-care standards and common medical problems.
Maintains current client contact information.
Welcomes clients and patients to the practice and makes them comfortable.
Monitors appointment schedule and communicates with clients about wait times.
Uses the client’s and pet’s names to personalize communication.
Distributes new-client paperwork and gifts to all new clients.
Schedules outpatient, surgical, hospitalized patient, and boarding appointments using a computerized scheduling program.
Maintains “E slots” for emergencies and helps keep the practice on schedule.
Schedules appointments to meet the clients’ needs and most efficiently use veterinarians’ and staff members’ time.
Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
Performs a backup of the computer system on a regular basis, as directed.
Generates financial and other reports using the computer system, as directed.
Promotes the clinic to persons inquiring about the practice, fees, and products/services.
Educates clients regarding preventive medicine and vaccination requirements.
Informs clients of suggested procedures to maintain their pets’ good health.
Distributes handouts, new client kits, clinic brochures, and “giveaways.”
Promote the practice’s products and services to clients, making suggestions when appropriate.
Mails sympathy cards to clients.
Adheres to all clinic policies, standards, and procedures.
Communicates basic patient preventative care protocols to clients.
Maintains knowledge of the practice’s products and services.
Improves 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.
Attends all staff and departmental meetings as requested.
Updates client files and patient records as needed.
Scans medical documents.
Emails medical records to requesters, with client’s permission after DVM review.
Processes returned mail/postcards.
Contacts client to verify and correct contact information.
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.
Follows clinic policies regarding patient admittance.
Relays all necessary information to the veterinarians and technicians.
Triages urgent-care patients and communicates with the medical team as appropriate.
Enters any necessary charges into the computer and double-checks entries to ensure accuracy and completion.
Enters recall reminder codes into the computer as indicated.
Ensures that future reminders are set up in the computer system for the patient.
Presents clients with medications, instructions, new client kits, and any other items to take home.
Reviews discharge instructions, medications, and services rendered, and informs client of the total amount due.
Schedules discharge and follow-up appointments.
Accepts payments from the client.
Accurately processes cash, checks, charge card payments, credit account payments, and post-dated checks.
Accurately invoices coupons and gift certificates.
Performs end-of-day procedures each evening, 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.
Establishes credit in accordance with clinic policies and Practice Manager’s authorization.
Assists staff with cleaning and straightening the public areas of the practice.
Restocks and arranges retail and point-of-purchase displays.
Maintains and replenishes refreshment area.
Opens the practice and sets up for the morning as directed.
Closes the practice for the evening as directed.
Serves as a representative of the clinic, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
Adheres to the posted work schedule.
Arrives for work promptly and begins work at start time.
Follows clinic policies for reporting lateness or absences.
Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks.
Organizes work area and exercises time-management skills to maximize personal efficiency.
Prioritizes tasks and handles multiple tasks in a calm, organized manner.
Performs other duties as directed.