Lead Client Service Representative

This position is responsible for overseeing the efficient daily operation of the reception area as it relates to the Client Service Representative.  Additional responsibilities include handling situations with upset clients and trying to resolve the matter with a calm, professional demeanor. Assisting management with inventory process for office supply needs. The Lead CSR shall effectively use all available resources to ensure the highest level of service and medical care delivered with integrity to the clients and patients of Murrysville Veterinary Associates. This position is full-time and reports directly to the Hospital Manager.

 General Knowledge and Competency:

a.    Full knowledge of a range of all services provided by MVA

b.    Know and follow OSHA and AAHA standards of practice.

c.    Possess sufficient knowledge of basic veterinary medicine to answer routine questions and refer questions or calls to appropriate colleagues.

d.    Participate in weekly management meetings, and demonstrate accountability for responsibilities.

e.    Ability to perform work accurately and attend to details, strong organizational skills.

f.     Communicate both orally and in writing clearly and effectively.

g.    Ability to appreciate and be sensitive to staff, and client’s points of view. High level of emotional intelligence.

h.    Demonstrate the ability to facilitate an environment of ongoing communication, and feedback with staff and management to create and maintain a positive team culture.

i.      Demonstrate the ability to conduct themselves professionally when interacting with clients, staff, and management.

j.      Attend continuing education as approved by management.

Essential Functions:

1)    Team leadership

a.    Create and maintain effective working relationships with the management team to facilitate communication of ideas, policies, performance, and necessary equipment status.

b.    Assist management in the development and improvement of hospital protocols, forms, and checklists regarding the CSR area to improve efficiency and patient care.

c.    Participate in and/ or organize staff and training meetings as well as management team meetings.

d.    Facilitate a team approach with staff in day-to-day operations, modeling problem-solving while adhering to MVA “problem-solving procedures” as written in employee handbook section 5.5, when presented with confidential information. Maintain confidentiality of employee information.

e.    Awareness of efficient workflow and ensuring appropriate support is being provided to doctors and staff daily.

2. Client Service Representative:

            a. Mentor, train, and/ or coordinate training for all new Client Service Representatives staff.

            b. Maintain clear communication with CSR staff regarding responsibilities in job descriptions,                         work priorities due to staff changes, and efficiency of workflow.

            c. Assure adherence to daily balancing and closing of the front desk according to MVA               protocols.

            d. Ensure manufacturer coupons are being processed correctly and submitted to the manufacturer for reimbursement each month.

            e. Team with management on correcting client invoices, including credits and return of inventory items and document relevant information regarding these transactions of clients’ accounts.