Overview

The Client Service Specialist’s (Receptionist’s) main responsibility is to provide exceptional client service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. More specifically, the Client Service Specialist is responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. The position requires a practical knowledge of the clinic’s procedures and policies. The Receptionist is expected to perform the office duties related to patient care and treatment and to assist the Hospital Manager and doctors as needed.

This is a full time (and sometimes, part time) position; scheduled days and hours may vary based on hospital need. Weekend work is possible.

General Knowledge and Tasks

·         Professionally receives incoming calls on the telephone, using prescribed telephone techniques. Uses service excellence to address needs of perspective clients.

·         Schedules client appointments and addresses client questions including calling clients back.

·         Pulls up client/patient Clipboards (charts) to collect information to make necessary updates, including the client or patient information.

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

·         Contacts clients with scheduled outpatient or pre-surgery appointments to remind them of the time and appointment requirements (stool samples, withholding of food/water, etc)

·         Maintains appearance and cleanliness of the waiting room and reception area, including restocking of products, office supplies, client education materials, hospital brochures, bulletin boards, 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

·         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.

·         Completes client check-ins and check outs, preparing all required forms such as Day Visit Forms, Yearly Vaccination Forms, Boarding Consent Forms, Euthansia Forms, Surgery Forms, etc.

·         Schedules follow-up exams as directed by the doctor

·         Assists emotional and/or grieving clients by escorting them to a private area. Demonstrates empathy for client’s companion animal. Uses a variety of techniques to reassure distressed pet owners.

·         Invoices clients, collects fees, makes change, obtains authorizations for credit charges, following the credit policies of the hospital. Also counsels clients as to payment options, and helps clients to fill out any necessary paperwork such as Care Credit applications

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

·         Follows up with clients via phone after a patient visit/surgery or to schedule a doctor recommended treatment (this responsibility can be shared with support staff / DVM)

·         Prepares and sends welcome letters, referral and thank you letters, condolences/sympathy cards and any other correspondence for the doctors and/or Hospital Manager

·         Prepares client education and brochures and is responsible for making sure that all are prepared and in stock, and ready for immediate distribution to clients (Care Credit brochures, etc)

Operational

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

·         Ensures the front office is clean and tidy, maintaining a professional appearance at all times

·         Makes overdue reminder calls to clients / Checks AllyDVM daily / Responds to Emails in a timely manner.

·         Onboarding – can onboard new employees as they are hired. This includes Phase 1 through 3 of training.

Financial

·         Provides cost estimates and prepares client invoices for posting while informing clients of outstanding balances

·         Closes out and records credit card receipts daily

·         Prints daily deposit report at the end of each shift

·         Balances out cash drawer at completion of day’s business, prepares bank deposits, runs end of day in Cornerstone and places all together in sealed envelope with initials.

Medical

·         Knowledge of medical terms and pharmaceutical names

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

·         Knowledge of patient breeds and temperaments

·         Assists in filling prescriptions with appropriate medication (with approval from technician or DVM), providing routine instructions to owners on proper administration of the medication

·         Assists in the Exam Room when necessary. It may be necessary for this position to assume the assistant’s responsibilities in his/her absence, therefore you must be familiar with many of the duties of this position.

·         Conveys the clinic message related to Quality Patient Care and helps educate the client with non-medical patient care.