Veterinary Customer Service Representative

West Coast Animal Hospital•San Diego, CA

3d•$21 - $23•Onsite

About The Position

We are a fast-paced, privately owned clinic looking for our next Customer Service Rockstar. Staff culture is a huge priority for us. We are looking for someone to join our hard-working, hard-laughing team while providing high-quality care for our patients. We're a thriving hospital experiencing exciting growth, with our second location opening soon! As part of our expansion, we're looking to add passionate, skilled professionals to our team across multiple roles. The CSR is the client’s first contact when calling or visiting the practice and as such represents the professional image of the practice to callers and visitors. They answer telephones, emails, greet clients, prepare patient files, receive, and relay client correspondence, and updates client financial records. The exceptional CSR has the ability to diffuse negative client situations and foster client bonding.

Requirements

High school diploma or equivalent.
Customer Service background required.
Typing skills required.
Some computer knowledge required.
Experience with basic office functions in a busy office environment.
Minimum 12 months prior experience in a veterinary hospital or similar setting is required.
Minimum 18 years old.
Knows how to pronounce, spell and the meaning of commonly used veterinary terminology.
Perform basic computer skills and typing, is familiar with veterinary practice management software and vocabulary.
Dependable, arrives at shift in a timely manner and is committed to upholding the core values and mission of the hospital.
Can maintain positive, cooperative relationships with other employees.
Can display tact and respect with team members even when busy or hectic.
Feel and express a genuine liking for animals and their owners and for working in an animal care field.
Can conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks.
Can deal intelligibly, pleasantly, and efficiently with clients, often doing several things at one time.
Can greet clients with poise and natural effort.
Can outline costs and fees in a positive light while supporting hospital payment policies.
Can turn future clients (phone-shoppers) into clients through relationship building and bonding.
Can easily remember clients and patients’ names and uses them.
Can handle client correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards, and A/R statements.
Can work almost constantly in the presence of other staff members and clients.
Understands and carries out oral and written directions.

Nice To Haves

Staff culture is a huge priority for us.
Hard working, hard laughing, team.
Passionate, skilled professionals.
Exceptional CSR has the ability to diffuse negative client situations and foster client bonding.
Be flexible in attitude and work habits.

Responsibilities

Answer telephones, emails, greet clients, prepare patient files, receive, and relay client correspondence, and updates client financial records.
Diffuse negative client situations and foster client bonding.
Answer client’s inquiries about basic animal care questions and routine procedures.
Communicate with clients about basic medical conditions.
Educate clients on over-the-counter products such as shampoos and supplements.
Promote client education and sales regarding heartworm and external parasite preventives.
Guide clients to make appropriate decisions regarding optimum pet care including triage of patients over the phone.
Understand veterinarians’ preferences with regards to scheduling and recommendations.
Educate clients on vaccine recommendations.
Admit patients and handle medical records entries accurately.
Prepare health certificates, immunization certificates, laboratory requests, and euthanasia consent forms.
Handle client/patient transfers with ease.
Prepare client invoices for services performed.
Accurately handle payment collection including returns and complex transactions.
Accurately and empathetically communicate estimates/treatment plans to clients.
Ensure efficient workflow for technician and veterinary appointments.
Bond with clients during interactions.
Maintain a positive front desk environment even during client wait times.
Maintain an effective veterinarian appointment schedule, screening emergencies and prioritizing cases that need to be seen.
Receive and relay telephone, fax, and email messages accurately and promptly.
Answer telephones and handle calls quickly, efficiently and in a professional and friendly manner using a multi-line system.
Enter and update client and patient information into practice computer software.
Maintain a professional/welcoming appearance of the front office through cleaning and organization.
Offer proper upkeep for and troubleshoot office equipment including PCs, telephones, copiers, and fax machines.
Perform other duties as assigned.