Part-Time Equine Client Service Representative

Job Summary 

The Equine Client Service Representative is an essential member of the Massachusetts Equine team. The Massachusetts Equine Clinic is in Uxbridge, Massachusetts and offers services including ambulatory care, hospitalization, sports medicine, reproduction services, gastroscopy and endoscopy, pre-purchase exams, diagnostic services, lameness, and surgery. Our Equine Client Service Representative provides exceptional customer service to all clients, is passionate about equine medicine, and supports the entire veterinary team in the clinic's day-to-day functions. 

The Equine Client Service Representative oversees the daily operation of the clinic and supports the Veterinary team. Their goal is to foster a positive and comfortable environment and demonstrate professionalism and compliance for clinic policy. As the client and patient support, the Equine Client Service Representative demonstrates excellent interpersonal communication, veterinary knowledge, and a connection to the clinic’s core values and mission statement. 

Our ideal candidate is very team-oriented and works well on a multi-faceted team and has a strong background in veterinary medicine and client service. We are looking for an individual who is enthusiastic and interested in growing in their position, communicates well with clients and staff, and maintains a positive attitude in stressful situations. We encourage a strong work-life balance and provide flexibility with scheduling to ensure your needs are met. 

Essential Job Functions

• Provide compassionate care to patients and clients to build relationships and enhance the clinic’s reputation in the community.
• Ensure a pleasant, respectful, and productive relationship with Veterinarians and all team members.
• Highly organized; able to multitask in a fast-paced setting.
• Reliable and dependable; maintain excellent attendance and punctuality.
• Strong work ethic; sets high standards for self and others.
• Adaptable to the needs of the clinic and able to fill in during absences. 

Client Service Skills

• Use understanding of common diseases and conditions, physical assessment, and monitoring patient parameters to triage patients and make appropriate scheduling recommendations.
• Schedule appointments based on availability, needs, and priority.
• Provide exceptional customer service which includes answering and managing phone calls, providing recommendations for services, and resolving any concerns or conflicts.
• Laboratory skills include sample processing, microscopy, in-house laboratory testing, and send-out laboratory testing.
• Handle after life planning and care with compassion while following euthanasia protocols.
• Follow cleaning protocols and complete daily responsibilities involved with clinic and facility upkeep and organization.
• Prepare and maintain equipment such as laceration/surgical packs and medical instruments.
• Accounting skills include invoicing, payment processing, deposit collection, and assisting with accounts receivable and collections.
• Assist with inventory management including medication and product ordering, unboxing and labeling of new products, and making inventory adjustments. 

Communications

• Responding to and acting within reasonable time of all doctor needs and requests.
• Educate and counsel clients on animal health care and their pet’s needs.
• Record accurate client communications and relays to applicable doctor.
• Keep and maintain accurate medical records of all patients.
• Communicate and collaborate with team members to ensure optimal patient care.