Lead Client Service Representative

VCA Animal Hospitals•Vancouver, WA

10d•$22 - $24•Onsite

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. At VCA, your passion for medicine and compassion for pets and people is matched with a commitment to your professional growth. You will enjoy exposure to a diverse and stimulating caseload, employ the most advanced imaging and monitoring tools, and tap into the expertise of more than 3,000 doctors, including 360+ boarded specialists. You will sharpen your skills—and even learn some new techniques—and explore career options that only VCA can offer, such as continuing education with a generous allotment for credentialed technicians, transfer, specialization, and leadership opportunities. Vancouver, Washington is located on the north bank of the Columbia River and is the largest suburb of Portland, Oregon. We are surrounded by gorgeous greenery, mountains and wildlife and are close to the mountains and coast! Nearby Portland, Oregon is a great city to explore with amazing food, breweries, music, outdoor activities, galleries and museums, parks, local produce and maker markets, sports and more! The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development). We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com. A leader in veterinary care, VCA Animal Hospitals is committed to taking care of the future of veterinary medicine. We are a family of hometown animal hospitals determined to positively impact pets, people and our communities. From primary care to emergency, urgent and specialty care, VCA delivers world-class medicine and hometown care to more than four million pets each year. We invest in cutting-edge tools, training and technology that enable Associates across our national network of hospitals to lead the industry today and into tomorrow. Among our talented 35,000 Associates are nearly 7,000 veterinarians – including 500 who are board-certified specialists – nearly 4,000 credentialed technicians and over 10,000 veterinary assistants – all dedicated to giving pets the very best in medical care. The future of veterinary medicine is in our hands. Join us.

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
We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!