Lead Customer Service Representative - Akron-Medina Veterinary Hospital

Akron-Medina Veterinary Hospital•Medina, OH

6d•$19 - $21

About The Position

Practice Akron-Medina Veterinary Hospital and Pet Resort has served the greater Akron areas of Medina, Copley, and Fairlawn since 1965. We are an animal hospital in Medina, OH, that specializes in full-service, quality, small animal care. More about the Role Reporting into the Practice Manager, the Lead Client Service Representative (CSR), provides an exceptional experience to our clients during every interaction. In addition to continually engaging the client, the Lead CSR performs practice administrative tasks such as record maintenance and appointment tracking. The Lead CSR manages practice reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing and mail services. The Lead CSR applies practical knowledge of practice processes and services, the basic rules and regulations governing visitors and animal patient treatment, and veterinary record requirements and terminology to ensure every patient is well-cared for and every client has an exceptional experience. Along with typical CSR duties, the Lead CSR will be responsible for managing the practice's social media pages (Facebook and Instagram), manage the practice's online pharmacy, and supervise/manage the lobby and fellow CSRs. The Lead CSR must be comfortable creating and implementing employee schedules. The ideal candidate will have a minimum of 2 years veterinary receptionist experience and/or management experience. A basic understanding of veterinary PIMs systems is a must. Competencies Patience & Compassion: Remaining professional while still making Doctors, teammates, clients, and patients feel as comfortable as possible regardless of the situation or challenges presented. Responding quickly and calmly to crisis while maintaining a high standard of patient care. Collaboration & Teamwork: Carefully coordinating actions with Doctors and practice team members. Providing feedback appropriately and in a timely manner. Quickly incorporating feedback to ensure positive results . Sharing ideas and being open to other’s ideas. Communicating : Conveying instructions to clients and teammates to ensure successful patient care. Active Listening: Following the instructions of Doctors and sometimes patient owners. Picking up the needs of Doctors and teammates based on prior experiences and feedback. Organization Skills : Clear tracking of lab specimens, medications, patient instructions, workflow, and other job-related items while managing multiple patients and clients. Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.

Requirements

Ability to work on weekends as required
High school diploma or equivalent
Practices OSHA safety techniques including proper PPE
2 years of veterinary reception experience

Nice To Haves

Previous veterinary experience preferred
Client satisfaction references preferred

Responsibilities

Leads practice opening and closing procedures per Practice Manager instructions and practice procedures.
Ensures all public areas are clean and presentable for patients; cleans and straightens areas including the front desk, reception area, waiting area, office, public bathroom(s) and exam rooms.
Processes cash, checks, charge card payments and credit account payments.
Schedules appointments for the clinic adhering to practice and Doctor preferences and ensure appropriate workflow.
Assists in the updating of client/patient files, as needed.
Prepares and sends client correspondence.
Sends reminder notices to clients for periodic notifications; conducts re-calls to clients on a timely basis from a call back list.
Performs a backup of the computer system on a regular basis, as directed.
Performs and oversees the performance of posting daily business.
Welcomes clients and patients to the practice with a warm and friendly demeanor and ensures an excellent experience during the practice visit.
Answers incoming telephone calls applying proper telephone etiquette.
Presents clients with medications, instructions, new client kits and any other take home items.
Handles emergency situations with great care, patience, and following established clinic policies and procedures.
Addresses client concerns in a calm appropriate manner, ensuring every experience ends in satisfaction.
Manage social media pages (Facebook and Instagram)
Manage online pharmacy
Create and implement employee schedules
Supervise and manage fellow CSR employees

Benefits

Paid time off
Health insurance
dental insurance
vision insurance
Retirement benefits or accounts
Bonus incentive
Flexible work schedules
Career and professional development
Employee Assistance Program
Employee Referral Program
Benefits offered may vary depending on full or part time employment status according to company policy.