Veterinary Client Service Representative

Community Veterinary Partners•Crown Point, IN

3h•Onsite

About The Position

Coyne Veterinary Center is looking for a friendly customer service focused individual to join their growing reception team. Their goal is to provide excellent veterinary services to the community and help those in need. Coyne is a full-service state-of-the-art animal hospital located in Crown Point, IN. Employees are chosen based on their compassion, skills, and in-depth veterinary knowledge, and the center strives to create a nurturing, educational, and fun environment for all. The primary job of a Client Service Representative (CSR) is to exceed client expectations for outstanding service while creating a warm and welcoming impression. A good CSR is a “people person” who enjoys working with diverse clients and is caring, friendly, and efficient. The CSR must remain professional and courteous to clients and co-workers while handling multiple tasks at once with many interruptions. CSRs answer phones, differentiate between routine and emergency cases, schedule boarding/grooming appointments, greet clients, admit and check out clients, process payments and manage financial information, and communicate between clients and other staff. Client Service Representatives must be able to empathize with clients and remain compassionate and well-mannered if a client becomes emotional or discourteous. They should remain calm and collected in the face of emergency situations and have a firm belief in the quality of care provided, communicating this assurance to clients. The CSR must know and understand the services and recommendations and be able to clearly communicate these to clients. Providing for patient and client comfort by keeping the reception area clean and presentable is part of the daily routine, as the receptionist is responsible for creating a good first and last impression.

Requirements

Exceptional customer service skills
Ability to read and comprehend instructions
Effective communication with clients in person and by phone
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals
Ability to work with computer-based veterinary software
Ability to work in a fast-paced environment
Must remain professional and courteous to clients and co-workers while handling multiple tasks at once with many interruptions
Able to empathize with clients and remain compassionate and well-mannered if a client becomes emotional or discourteous
Able to remain calm and collected in the face of emergency situations
Firm belief in the quality of care provided and ability to communicate this sense of assurance to clients
Knowledge and understanding of veterinary services and recommendations, and ability to clearly communicate these to clients

Nice To Haves

Experience in caring for animals, proper restraint techniques preferred

Responsibilities

Provide compassionate care to all patients
Greet clients and pets by name
Answer phones promptly and professionally using a multi-line phone system
Receive and transmit faxes
Take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information
Note in medical records the details discussed during client conversations including the date, time, key points of the discussion and any action required
Check medical and computer records for accurate client addresses, phone numbers and emails
Weigh pets each visit and record weights in medical records and on computer
Schedule boarding/grooming appointments according to hospital scheduling guidelines
Answer clients’ questions about veterinary services and products and provide knowledgeable advice about wellness, prevention and disease
Fill prescriptions and provide routine administration instructions to clients
Always refer to the veterinarian as doctor; never use the doctor’s first name in the presence of clients
Prepare consent forms, estimates/treatment plans and be able to discuss the hospital’s financial policies with clients
Prepare health certificates and/or proof of vaccination as requested by the client
Advise clients on proper nutrition, flea/tick/heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products and other retail items
Maintain a clean, neat reception area and front desk
Explain invoices to show value for the care provided, stating all services and products before the total
Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks
Know fees for routine services
Retrieve, update and file patient medical records
Clean up after pets’ accidents in the reception area, exam rooms and exterior sidewalks
Water and maintain plants in waiting exam rooms
Collect specimens that clients bring in for lab analysis, label and take to the lab area. Note the date and time of specimen collection in the appropriate hospital log to ensure they are completed and the client is notified of the results. Place corresponding medical file in appropriate area
Recognize emergency situations, enlisting the aid of doctors and technicians
Wear personal protective equipment required for each job duty and keep PPE in good working order. PPE includes goggles or face shields, aprons, gloves and/or other equipment assigned.
Provide facility tours for clients, explain services offered
Maintain food and supply storage
Understand infectious diseases and how to control and prevent their spread
Attend monthly mandatory staff meetings