CUSTOMER SERVICE REPRESENTATIVE

The CSR provides the first impression of the hospital to clients and patients.  The CSR must be friendly, professional and courteous, and capable of handling many tasks at once with many interruptions.  The CSR must remain calm even when clients are upset or it is very busy.  It is the CSR’S responsibility to be sure the front desk is never left unattended.  CSR should greet clients and their pets by name and make them feel welcome.  This position requires good computer skills, basic math skills and the ability to make change.  CSR must have at least a high school diploma or equivalent.  Since the CSR are occasionally called upon to assist with patients, the position requires an employee capable of lifting up to 50# unaided and able to stand or walk for most of the day. 

CLIENT SERVICE:

·       Answers phones

o   Answer ringing phones as quickly as possible.

o   Promptly answer, direct calls or take messages with accuracy and professionalism.

o   Schedule appointments/admit appointments/emergencies/boarding reservations/discharge appointments/euthanasia’s, etc.

o   Answer questions for clients

o   Check Voicemail

·       Greet Clients

o   Greet clients in a friendly manner as they arrive by their name or pet’s name.

o   Be aware of waiting times and be responsive to those who have been waiting.

·       Client Correspondence

o   Call clients to remind of upcoming appointments.

o   Call clients to follow-up on progress from past appointments.

o   Be comfortable going over treatment plans for routine visits as well as surgical procedures.

o   Send welcome cards to new clients.

o   Send thank you cards to clients for referrals.

o   Send sympathy cards in a timely manner to clients whose pets have died.

§  Send flowers if doctor requests.

§  Prepare remains for pick up and calls owners to pick up.

COORDINATE PATIENT FLOW

·       Maintain schedules

o   Assist clients in scheduling appointments, surgeries, boarding, baths, dips and grooming.

o   Prepare records for upcoming appointments and ensure we have records from previous vet clinics for any new patients.

·       Check Clients In

o   Document reason for visit and related history.

o   Verify vaccination history and inform client if vaccines are necessary.

o   Prepare all necessary paperwork including medical record documentation, cage cards, and ID bands.

o   Inform technician and/or veterinarians of patients waiting for appointments.

o   Inform kennel attendants of patients waiting to be admitted to our boarding facility.

o   Ensure exam room assistant duties are being performed and assists exam room assistants as needed.

§  Monitors waiting room for unruly dogs, etc. and removes to an exam room when needed.

§  Puts clients in exam rooms as needed.

§  Keeps an eye on exam room availability and clean if needed.

·       Check Clients Out

o   Check to see that corresponding charges for all services performed are entered accurately into the computer.

o   Make sure client as all medication and personal belongings when discharged.

o   Inquire if clients need any supplies (heartworm preventative, food, etc), provide information about the retail products we sell and assist in find what the client needs.

o   Inform clients of their account balances and process payments in the computer and through the credit card machine/cash drawer.

§  If special arrangements are made, ensures client completes all necessary paperwork.

RECORDS MAINTENANCE

·       Check patient reminder status for completeness and accuracy on all patients.

·       Maintains current address/phone information

·       Calls other clinics for vaccine and health histories

·       Scans files for clients and referral doctors and links to account in Avimark.

WORK AREA MAINTENACE

·       Dust, clean and organize reception area (front desk and waiting area) daily.

·       Clean, maintain, and stock retail displays daily.

·       Keep magazines and client brochures current, well stock and organized.

·       Notify team leader of any items which need to be ordered.

STAFF ASSISTANCE

·       Provide support and assistance to veterinarians, practice manager, technicians and kennel staff as necessary.