Veterinary Customer Service Representative (CSR)

Community Veterinary Partners • Saint John, IN

6h • Onsite

About The Position

Coyne Veterinary Center in St. John is seeking a customer service-focused individual to join their growing reception team. The primary role of a receptionist is to exceed client expectations for outstanding service while creating a warm and welcoming impression. A good receptionist is a "people person" who enjoys working with diverse clients and is caring, friendly, and efficient. The receptionist must remain professional and courteous to clients and co-workers while handling multiple tasks at once with many interruptions. The position involves crowd control, efficiency management, and records management. Receptionists answer phones, differentiate between routine and emergency cases, schedule appointments, greet clients, process payments, manage financial information, and communicate between clients and staff. They must be able to empathize with clients, remain compassionate and well-mannered, and stay calm in emergency situations. Receptionists should believe in the quality of care provided and communicate this assurance to clients. They must understand and clearly communicate services and recommendations. Maintaining a clean and presentable reception area is part of the daily routine. Ultimately, the receptionist is responsible for creating a positive first and last impression on clients.

Requirements

• High school diploma or equivalent
• Minimum age requirement of 18 years old
• Ability to read and comprehend instructions
• Effective communication with clients in person and by phone
• Experience in caring for animals, proper restraint techniques preferred
• 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
• Exceptional customer service skills
• Ability to work in a fast-paced environment
• Able to lift and carry up to 50 pounds
• Endure standing and walking on hard floor surfaces for extended periods of time
• Able to work in noisy work conditions with sounds from animals and equipment
• Take safety precautions for exposure to toxins, drugs, anesthesia and radiation

Nice To Haves

• Some college 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 e-mails.
• 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
• 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
• Communicate with clients in person and on the phone
• Attend monthly mandatory staff meetings
• Attend mandatory continuing education seminars

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED