The Client Service Specialist’s main responsibility is to provide exceptional client service while maintaining a smooth and efficient flow of clients and patients through the clinic.  More specifically, the Client Service Representative is responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process.

The Client Service Specialist reports to the Hospital Practice Manager.

 Client Service: Before a Visit

•        Professionally receives incoming calls on the telephone while using service excellence to address needs of returning and perspective clients.

•        Schedules client appointments and addresses client questions including returning client phone calls.

•        Updates patient charts for scheduled appointments and collects information to make necessary updates to client account.

•        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 technician time.

•        Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc.

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

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

Client Service: During a Visit

•        Greets clients with a cheerful and professional attitude and makes them feel welcome during their entire time in the clinic. This includes assisting them in a timely manner and ensuring that someone is in contact with the client from arrival to departure. 

•        After verifying client information, prints check in report and lets back of house know there is an appointment ready to be roomed.  

•        Completes client check-ins and check-outs, preparing all required forms such as in-house patient and client forms, health certificates, euthanasia forms, vaccination certificates, handouts, rabies tags and certificates, consent and release forms, pre-surgery instruction sheets, etc.

•        Schedules follow-up medical progress exams and/or appointments for additional healthcare as directed by a doctor.

•        Assists emotional and/or grieving clients by escorting them to a private area. Demonstrates empathy for clients’ companion animals. Uses a variety of techniques shown in training, to reassure distressed pet owners.

•        Invoices clients, ensuring payment is received at the time of visit. Educates clients on payment options which include cash, credit, Care Credit or Scratchpay.

Client Service: Following a Visit

•        Educates clients on products and services and responds to routine medical care questions (for example, vaccination schedules for puppies and kittens, worming, or flea treatment) in person or over the phone.

•        Follows up with clients via phone after a patient visit/surgery as requested by treating DVM, or to schedule a doctor recommended treatment (This responsibility may be shared with a technician).

•       Prepares and sends correspondence for the doctors and/or Hospital Manager.

•        Prepares client education packets and brochures and is responsible for making sure that all handouts are prepared and in stock, and ready for immediate distribution to clients.

•        Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.

Operational:

•        Follows time clock procedures for clocking in and out at the start and end of the shift and reports to work on time for each shift.

Ensures the front office is clean and tidy, maintaining a professional appearance at all times. This includes end of day cleaning to include vacuuming/mopping of reception/lobby as well as cleaning door glass, emptying garbage and other housekeeping items as necessary.

•        Assists the Hospital Manager with special projects during slow times.

•        Maximizes schedule based on Doctor and time needed for an appointment.

•        Regularly checks the shared email, responding to and handling requests that come in (such as uploading medical records, appointment requests, etc.)

•        Reviews surgery/procedure schedule for following day and issues cage cards as well as prepares surgery consent form, to include appropriate recommended PAS for clients (these should always be done the day prior)

•        Weekly checks special order food shelf and calls clients to pick up their food. If it has passed the allowable pickup window, coordinates donation of food and tracks appropriately.

•        Packages

Financial:

•        Provides cost estimates and prepares client invoices while informing clients of credit policies and any outstanding balances.

•        Enters charges accurately into the computer using appropriate codes and take client payments.

•        Closes out and records credit card receipts daily.

•        Prints daily and monthly computer reports and reconciliation.

•        Balances out cash drawer at completion of day’s business, prepares bank deposits and runs end of day reports in Cornerstone.

•        Maintains a high level of attention to detail and accuracy in financial transactions to ensure financial balances.

Medical:

•        Knowledge of medical terms and pharmaceutical names

•        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 including medical products such as microchips and can assist with pet insurance.

•        Knowledge of patient breeds and temperaments

Knowledge:

•        Telephone etiquette and Client Service Excellence

•        Basic veterinary medical knowledge, including products and services, is desired

•        English language and written skills required

•        Familiar with the use of policies, reports, and form completion

Skills:

•        Excellent telephone skills

•        Excellent oral and written communication skills

•        Interpersonal skills including working in a team environment

•        Handling difficult situations including emergencies

•        Basic computer skills (Microsoft Office, E-mail, and AVImark experience preferred)

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

•        Typing skills (accuracy)

•        Payment handling and basic finance skills

Abilities:

•        Professional and courteous

•        Flexible

•        Willingness to learn

•        Ability to remain calm under pressure

•        Attention to detail

•        Time management

•        Works well in team and fast-paced environment

•        Adherence to procedures and protocols

•        Takes initiative

•        Responsible

Experience/Qualifications:

•        High school degree

Prior client service experience in related area preferred but not required