Job description

The Center for Bird and Exotic Animal Medicine is looking for a energetic, client service focused, receptionist to add to our growing team of 19 Veterinarians and  about 40 support staff! We are a 24hr, 7 day a week Emergency and Primary Care Veterinary Clinic for Exotics. A Client Service Representative is an invaluable member of the hospital team who works directly with the Client Service Manager, Lead Receptionist and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through the animal hospital.  This position has a unique relationship with our clients that other positions do not. The CSR is the first impression a current or potential client sees or hears, and that comes with certain obligations. At all times, a receptionist must maintain a warm & positive, yet professional appearance and demeanor. Our receptionist are the face of CBEAM!

Job Description:

·        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. This includes being compassionate and understanding, while working with clients in various emotional states.

·        Being attentive to client’s and patient’s needs while understanding that needs will change on an individual basis.

·        Politely and professionally answer and triage phone lines and use AllyDVM software to communicate with clients as appropriate.

·        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. Makes overdue reminder calls and updates patient records.

·        Notes client communications in patient record each time a conversation is held and ensures appropriate messages are getting to the doctor.

·        Reviews patient records for daily scheduled appointments and collects information to make necessary updates.

·        Checks in client and monitors flow from check in to discharge.

·        Communicates effectively through intercom system, Softros LAN Messenger and utilizes technician staff for communication. This includes following hospital protocols when relaying information.

·        Performs client and patient call backs.

·        Receives and filters prescription requests. Follows protocols for outside pharmacy requests and promotes the hospitals prescription recommendations.

·        Performs over-the-counter sales of merchandise such as food and toys. Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs.

·        Collects fees, makes change, and obtains authorization for credit charges following the credit policies of the hospital.

·        Able to communicate effectively with client’s regarding our wellness plans and ability to set up a Claw Plan properly.

·        Processes end of day as assigned and reconciles cash drawer according to hospital procedure.

·        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, etc. This includes cleaning of urine and stool from lobby and outside of building each time coming through the doors.

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

Qualifications:

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

·        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 Avimark experience preferred)

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

·        High school diploma or GED required.

·        Prior client service experience required, in a related area preferred.

Starting wage is between $19-26/hr based on job experience, education, and skills.