Client Services Representative

Lilley Veterinary Medical Center

Job Description

Customer Service Representative

Lilley Veterinary Medical Center, located in Canton, Michigan is seeking a Customer Service Representative to join our team! We are a general practice veterinary hospital that has been serving our clients for over 30 years. With a focus on preventive medicine, we also provide medical care, surgery and dentistry and more. Lilley Vet prides itself on having a collaborative work environment and a strong work-life balance for all employees.


 

Job Summary

In addition to the responsibilities outlined below, the Customer Service Representative serves as an invaluable member of the hospital team who works directly with our clients and their furry family members.  Through a positive attitude and excellent communication skills, the Customer Service Representative creates a calming environment for our patients and pet parents. As the first point of contact for each phone call and office visit, those in this position must maintain a professional attitude and compassionate demeanor to help ensure each client experience is exceptional.

Our hours of operation are M-F 7:30am to 6:00pm and Saturday 8:00am to 2:00pm.  Work hours will vary depending on schedules.  Shifts are developed based on staff availability, patient schedules, and coverage times needed by the hospital. On occasion, if the hospital schedule is running late, this position may be required to stay after 6:00pm.

 


Job Responsibilities

·         Greet clients and their pets in a professional and friendly manner

·         Coordinate and manage the check-in and check-out processes

·         Respond promptly and professionally to incoming telephone calls, text messages, emails, and other communications

·         Schedule appointments including wellness, medical, follow-up, and surgical

·         Manage paperwork for upcoming appointments to ensure efficient patient care

·         Prepare all required forms for each patient including consent forms, estimates, payment agreements, and other documentation required at time of appointment

·         Collect laboratory specimens from pet parents during check-in process and ensure seamless transition to appropriate technician

·         Provide general, non-medical information and assistance to pet parents

·         Provide explanation of invoices, as well as hospital policies and procedures

·         Accept and process payments from pet parents

·         Make outbound calls to provide information pertaining to upcoming appointments, remind pet parents of appointment times, and to follow-up on patient care

·         Maintain balance of cash drawer, report and record discrepancies, and process end of day reports

·         Support Team in daily cleaning and organizing duties

 


Preferred Skills and Qualifications

·         Previous experience in healthcare or similar clinic setting is a plus but will train the right person

·         Strong focus customer service care

·         Ability to relay information accurately between pet parents and the veterinary team

·         Ability to work independently on assigned tasks, as well as to accept direction on assignments

·         Positive and energetic with a willingness to step in and help as needed

·         Excellent communication skills and the ability to work efficiently in a fast-paced environment.

·         Must be able to handle the emotional aspect of work in a veterinary clinic environment

·         Models a professional and courteous manner

·         Must have active listening, critical thinking, complex problem solving, time management, judgment, and decision-making skills.

 

     If you think you possess these traits and could be a contributor to our clinics success, please apply and someone will reach out to schedule a time to talk.  We look forward to hearing from you!

 

 
National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.
 
At NVA, we’re on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.
 
NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.  The team can provide more information about compensation and benefits for your specific location during the process.  For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
 
NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.