Lead Client Service Representative
About The Position
VCA East Mill Plain Animal Hospital is looking for an experienced Lead Client Service Representative to join our dedicated team. This position is full time, wage is negotiable dependent on experience. Feel like you are a great fit? Send your resume and cover letter our way! We are multi Doctor, AAHA-accredited practice in Vancouver, Washington. We are a busy hospital with state of the art equipment and a shared passion for high quality medicine. Our employees are Fear Free © certified and we are searching for a candidate with the same standards and drive to do better for our patients and their people. We encourage our employees to become involved in the hospital, and help to create a work culture that people want to be a part of. We have a team of amazing individuals who want to provide the best patient care possible. We have many dedicated long term clientele, are located in an easily accessible location and have a great set of Doctors we are proud to work with.
Requirements
- Looking for individuals with veterinary experience only at this time!
Responsibilities
- Answer multi-line phone system
- Scheduling and confirming appointments
- Placing outbound calls for follow-ups and reaching out to prospective clients
- Triage phone calls
- Effectively communicate through fax and email
- Problem solve/Critical thinking
- Presenting and explaining fees, including processing payments
- Recommending, selecting and obtaining products and services, including prescriptions
- Answering questions regarding products and services, including educating clients on general animal husbandry and non-medical pet care (i.e., heartworm prevention, housebreaking, and flea & tick control).
- Greet patients (and their people!)
- Ensure that every patient and owner are comfortable in the lobby
- Exercise Fear Free© practices for our patients
- Manage electronic medical records
- Communicate with clients before and after their visit
- Ensure that lobby and work area are clean and presentable
- Ability to work on own and in teams
- Ability to work in stressful and difficult situations
- Prioritize work flow and easily change direction
- Provide feedback and mentorship to others
- Attend lead meetings to discuss team topics
- Organize and lead team monthly meetings
- Keep protocols up to date
- Create monthly schedule for CSR team
- Work with management team to solve problems and create/maintain protocols
- Help to provide conflict resolution with clientele and team members
- Act as a liaison between CSRs and other staff
- Oversee promissory payment schedules and contact clients regarding such
- Complete change order as needed for in hospital change
- Coach and mentor other team members
Benefits
- Competitive pay
- Pet care discounts for employee pets
- A choice among three medical plans, three dental plans and two vision plans
- Health Savings Accounts (HSA) and both healthcare and dependent care Flexible Spending Accounts (FSA)
- Company paid life insurance and the option to purchase supplemental life insurance
- Short term and long term disability plans
- Free CE opportunities
- 401(k) plan with company match
- Ability to transfer within VCA hospitals across North America
- medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
