INTRODUCTION

The purpose of this position is to serve as a Client Service Representative at Diamond Veterinary Hospital. This includes record keeping duties, clerical duties related to animal patient care and treatment, and miscellaneous support to the Receptionist Supervisor, Practice Manager and health care team. This position requires practical knowledge of hospital organization and services, the basic rules and regulations governing visitors and animal patient treatment, data entry, word processing, mail service, and standard procedures, veterinary records and terminology used in the hospital.

MAJOR DUTIES

• Open the practice and set up for the morning or close the practice for the evening as directed.
• Clean and straighten the public areas of the practice including the front desk, reception area, waiting area, office, public bathroom(s) and exam rooms.
• Welcome clients and patients to the practice with a warm and friendly demeanor and provide for their comfort while they are in the practice. This includes greeting clients, offering coffee, showing them to waiting area, etc.
• Answer incoming telephone calls utilizing proper telephone etiquette. Screen calls that are handled by other healthcare team members and take care of routine calls. Routine calls include people seeking information about veterinary services. Provide knowledgeable sub-professional advice concerning the care and treatment of animals including questions regarding hospital services, fees, animal care and treatment in accordance with hospital policies. Appropriately direct other questions and communication to a veterinarian, practice manager, or other healthcare team members.
• Prepare to receive appointments by retrieving client records and preparing needed forms in advance of clients’ arrival. Complete required forms such as new client form, patient visit form, client report, consent forms, medical care plans (estimates), payment agreements, etc. and obtain all necessary information.
• Handle emergency situations by following established hospital policies and procedures in referring clients for immediate treatment of their animals when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure distressed pet owners.
• Follow hospital policies regarding patient admittance. Determine whether immunizations/tests are current. Recommend update of necessary immunizations/tests to clients per doctor's notes and immunization schedules.
• Notify doctors or technicians of patient arrival. Relay all necessary information to the doctors and technicians.
• Discharge patients which includes entering all charges into the computer, reviewing the discharge instructions and medications. Ensure that future reminders are set up in the computer system for the patient.
• Present clients with medications, instructions, new client kits and any other take home items.
• Review the services that were rendered to the pet (verbally itemize the client receipt) and inform client of the total amount due. Assure that owners meet all financial obligations or that acceptable arrangements have been made according to the hospital’s payment policy.
• Accept payments from the client. Accurately process cash, checks, charge card payments and credit account payments.
• Schedule appointments for the clinic after obtaining all necessary data concerning the animal and owner. Prepare all required forms such as animal clinical records, health certificates, immunization certificates, lab reports, release forms and euthanasia certificates in advance, if possible.
• Dispense medications including providing routine instructions to owners concerning prescribed medications.
• Perform over the counter selling of pet foods and supplies. Exercise a technical knowledge of products sold.
• Enter data into the computer system as required. Retrieve and modify stored records. Assist in the updating of client/patient files as needed including name, address, telephone numbers and vaccination and health history.
• Scan and notate paper files into digital medical records accurately and promptly.
• Perform cash drawer reconciliation and deposit drops.
• Performs other duties as assigned.

CONTROLS OVER WORK

The Client Service Representative works under the direct supervision of the Receptionist Supervisor who will indicate general assignments, limitations and priorities. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the Supervisor. Completed work is reviewed for technical accuracy and compliance with established procedures.

SKILLS AND KNOWLEDGE

• Knowledge of hospital procedures and operating instructions for making appointments, managing patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
• Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.
• Personal contacts are with animal owners affected by a variety of problems, visitors and other staff members. Considerable tact and diplomacy are required. Must accurately relay owner’s account on the medical complaint(s) of the animal(s) involved to the healthcare team members who will be involved in treating the patient(s).

PHYSICAL EFFORT

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee is frequently required to bend, stand, stoop, walk, sit, talk, and listen; will use hands to manipulate, handle, or feel; will reach with hands and arms. The employee must be able to occasionally lift and/or move up to 20 pounds.

WORK ENVIRONMENT

While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches and animal wastes; possible exposure to contagious diseases.

Job Type: Part-time