Lead Customer Service Representative (Lead Receptionist)

Mission Veterinary Partners•Houston, TX

57d

About The Position

Job Summary: The Lead Customer Service Representative (CSR) focuses on client service and excellent communication. The Lead CSR is the first and last contact that a client will have with the hospital and a key to creating first and lasting impressions. The Lead CSR must have exceptional client service and communication skills, computer literacy, ability to handle payment and financial issues, ability to multi-task, a friendly attitude and confidence to deal with stressful situations. The Lead CSR will support veterinarians, technicians, veterinary assistants, groomers and kennel staff in daily patient and client care. How you'll make an impact: Maintain and uphold the Core Values and Mission Statement of Mission Pet Health (MPH). Greet clients and pets by name with a smile and a positive, solution-oriented attitude. Answer phones promptly and professionally using a multi-line phone system; answering client inquiries about basic animal care and routine procedures, questions about veterinary services and products, and provide knowledgeable advice about wellness, prevention, and diseases. Screen and route calls to appropriate staff; take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information. Schedule appointments and surgeries according hospital scheduling guidelines and make surgery and appointment confirmation calls. Note in medical records the details discussed during client conservations including the date, time, key points of the discussion and any required information. Train new employees using level training method. Foster collaborative relationships with other team members and departments. Enter accurate charges; explain invoices to show value for care provided, stating all services and products provided before the total; echo doctors' recommendations when checking out clients. Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks. Verify the eligibility of clients with charge accounts. Balance the cash drawer at end of each day. Check medical and computer records for accurate client addresses, phone numbers, e-mail addresses and scan appropriate new documents to patient's medical records. Fill prescriptions refill forms and provide routine administrations instructions to clients. Advise clients on flea/tick preventative, heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products, and other retail items.

Requirements

High school diploma or equivalent.
Prior experience in customer service/reception in veterinary field required.
Demonstrated commitment to MPH core values.
Computer knowledge required- keyboarding and use of communication tools (e-mail/internet).
Working knowledge of veterinary terminology- must be able to pronounce, spell, and know the meaning.
Must have excellent spelling and grammar.
Ability to handle varied and sometimes difficult conditions: will be exposed to highly emotional situations, unpleasant odors, noises and animal excrement.
Ability to display tact and respect with clients and team members, even when busy or hectic.
Ability to conduct oneself in a confident, calm, and professional manner with clients and staff when situations are stressful and/or focused on individual tasks.
Must feel and express a genuine liking for animals and their owners and for working in an animal care field.

Responsibilities

Maintain and uphold the Core Values and Mission Statement of Mission Pet Health (MPH).
Greet clients and pets by name with a smile and a positive, solution-oriented attitude.
Answer phones promptly and professionally using a multi-line phone system; answering client inquiries about basic animal care and routine procedures, questions about veterinary services and products, and provide knowledgeable advice about wellness, prevention, and diseases.
Screen and route calls to appropriate staff; take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information.
Schedule appointments and surgeries according hospital scheduling guidelines and make surgery and appointment confirmation calls.
Note in medical records the details discussed during client conservations including the date, time, key points of the discussion and any required information.
Train new employees using level training method.
Foster collaborative relationships with other team members and departments.
Enter accurate charges; explain invoices to show value for care provided, stating all services and products provided before the total; echo doctors' recommendations when checking out clients.
Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks.
Verify the eligibility of clients with charge accounts.
Balance the cash drawer at end of each day.
Check medical and computer records for accurate client addresses, phone numbers, e-mail addresses and scan appropriate new documents to patient's medical records.
Fill prescriptions refill forms and provide routine administrations instructions to clients.
Advise clients on flea/tick preventative, heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products, and other retail items.