Job description

Job Title

CLIENT SERVICES REPRESENTATIVE

Job Summary

A Client Services Representative is an invaluable member of the hospital team who works directly with a Hospital Manager, Lead Receptionist and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through the animal hospital.  This position has a unique relationship with our clients other positions do not. The CSR is the first impression a current or potential client sees or hears, and that comes with certain obligations. At all times, a receptionist must maintain a warm & positive, yet professional appearance and demeanor. 

Compensation

The base hourly range for this position is $17.00 - $20.00. Our pay ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Job Responsibilities

• Responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. Models a professional and courteous manner with staff and clients. This includes being compassionate and understanding, while working with clients in various emotional states.

• Being attentive to clients and patients needs while understanding that needs will change on an individual basis.

• Politely and professionally answer and triage phone lines.

• Follows established policy and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in-hospital procedures, and other services that require the doctors’ and technicians’ time. 

• Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc. Makes overdue reminder calls and updates patient records. 

• Notes client communications in patient clipboard each time a conversation is held and ensures appropriate messages are getting to the doctor.

• Reviews patient records for daily scheduled appointments and collects information to make necessary updates.

• Checks in client and monitors flow from check in to discharge.

• Performs client and patient call backs.

• Receives and filters prescription requests and providing routine instructions to owners on the proper administration of the medication. Follows protocols for outside pharmacy requests, has knowledge on VetsFirstChoice and promotes the hospitals prescription recommendations.

• Performs over-the-counter sales of merchandise such as food and special diets, shampoos, flea and tick control products, heartworm, etc. Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs.

• Collects fees, makes change, and obtains authorization for credit charges following the credit policies of the hospital. 

• Creates payment plan clients at doctor and Hospital Managers request. 

• Processes end of day as assigned and reconciles cash drawer according to hospital procedure.

• Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.

• Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, etc. This includes cleaning of urine and stool from lobby and exam rooms and outside of building each time coming through the doors.

• Prepares and sends welcome letters, referral and thank you letters, condolences, and other correspondence for the doctors and/or Hospital Manager. 

• Demonstrates a full working knowledge of Cornerstone procedures and functional applications.

Skills and Basic Qualifications

• High school diploma or GED required. 

• Prior client service experience in related area preferred but not required

• Proper telephone etiquette and client service excellence

• Basic veterinary medical knowledge, including products and services

• Excellent oral and written communication skills

• Basic computer skills (Microsoft Office, e-mail, and Cornerstone experience preferred)

• Strong organizational skills with ability to multi-task and still attend to details

Equal Employment Opportunity

It is the policy of the company to afford equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non-disqualifying disability or status as a disabled or Vietnam era veteran.