CLIENT SERVICES REPRESENTATIVE

Job Summary

The Client Services Specialist is an invaluable member of the hospital team who works directly with a Hospital Manager and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. 

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.

·         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.

·         Pulls patient charts for daily scheduled appointments and collects information to make necessary updates, including the creation of new charts, when appropriate.

·         Assists technician in filling prescriptions with appropriate medication and providing routine instructions to owners on the proper administration of the medication.

·         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.

·         Invoices clients, collects fees, makes change, imprints credit card forms, and obtains authorization for credit charges following the credit policies of the hospital.

·         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, hospital brochures, etc as well as routine maintenance (vacuuming, mopping, emptying trash receptacles, cleaning counters, dusting shelves, etc).

·         Prepares and sends welcome letters, new client information packets, referral and thank you letters, condolences, long wait notes, and other correspondence for the doctors and/or Hospital Manager.

·         Demonstrates a full working knowledge of PIMS procedures and functional applications.

Skills and Basic Qualifications

·         High school diploma or GED required. Bachelor’s degree preferred.

·         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 practice management software experience preferred)

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