Looking to add two additional part time receptionist. The AM schedule would be 7:30a-1:00p and the PM schedule would be 1:00p-6:30p Monday through Friday

This is not your typical medical office job and is not for the light hearted.

We are a heavy call and appointment volume Veterinary Office with 2 to 4 doctors seeing appointments at a time.

We have a caring team that value open communication between staff, management and clients. We focus on the special relationships between the pets and their owners. As a Veterinary Customer Service Representative, you will serve as a focal point for communicating with pet owners regarding wellness care and other health-related issues, including greeting clients, educating our clients about the best care available for their pets, assisting with the maintenance of medical records, processing payments and much more.

We are looking for customer support driven person who can work part-time to provide compassionate, exceptional client service. Successful candidate must be able to multi-task, prioritize, handle extensive phone work, and maintain a professional, upbeat manner. Your excellent written and verbal communication skills will serve as a focal point for communicating with and educating pet owners regarding healthcare-related issues.

Must pass a drug test.

Job Title: Customer Service Representative – Atwater-Merced Veterinary Clinic

Position Overview

The purpose of this position is to provide outstanding client service by going above and beyond for our clients while still complying with clinic policy and ethics, AAHA standards and California laws.

The Customer Service Representative (CSR) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff.

The Customer Service Representative enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions.

Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients.

Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the person who creates a good first and last impression on our clients. The importance of this role cannot be over-emphasized.

Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.

This position requires a practical knowledge of hospital organization and services, the basic rules and regulations governing visitors and animal patient treatment, data transcribing, word processing, and a practical knowledge of the standard procedures, veterinary records and terminology used in the hospital.

Primary Duties and Responsibilities

· Receive telephone calls and text messages, screen those that are handled by other staff members and take care of routine calls. The routine calls include those seeking information about veterinary services (“telephone shoppers”). Attempt to direct clients to our website to any telephone shopper calling the hospital. Provide knowledgeable sub-professional advice concerning the care and treatment of animals.

· Follow 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. Determine whether immunizations/tests are current. Recommend update of necessary immunizations/tests to clients.

· Schedule appointments for the appropriate clinic and doctor 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 and euthanasia certificates in advance, etc. if possible.

· Greet clients and their pets and make them feel at home when visiting the clinic.

· Enter client and pet information into computer medical records. Prepare documents for doctor appointment. Process clients and their pets through entire office visit from check-in to check-out.

· Review computer charts of patients being discharged from the clinic for completeness of information and make new appointments or note changes in patient status as necessary. Assure that all financial obligations are met by owners or that acceptable arrangements have been made.

· Collect client fees, make change, and assist in making count of cash box. Verify eligibility of established clients who have ledger accounts.

· Perform over-the-counter selling of specialty merchandise comprised of animal food diets, animal grooming aids and veterinary items. Exercise a technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products, answer questions concerning products, record sales slips, make change and wrap/bag merchandise. Market services for optimum pet health. Inventory pet shampoos, flea products and pet food.

· Provide routine instructions to owners concerning Rx (treatment directions) for medications. Collect lab specimens from pet owners, match with clinic records and provide to animal health technicians.

· Assist in the updating of client files; prepare and email/mail/text, “welcome aboard” letters, and various information handouts. Follow-up with clients when clinic records indicate no recent visits; determine whether other veterinary facilities have been used or whether the client still owns the animal(s).

· As required, enter data into the computer system, retrieve and modify stored records. AviMark program includes, but is not limited to, such areas as reminder list of patients for periodic notifications, receipt and/or invoicing to update medical/financial records; client records, pet records, medical records, word processing to produce letters for general correspondence and special mailings to clients, etc.

· Perform housekeeping duties.

· Perform any other duties assigned by supervisor and/or management and veterinarians.

· May be required to walk, feed clean and provide care to our boarding animals.

Controls Over Work

Works under the direct supervision of the Practice Manager, Assistant Manager, and Shift Lead - Customer Service Representative, 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.

Personal Conduct

· Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.

· Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.

· Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.

· Adheres to work schedule. Arrives for work promptly and begins work at the start time. Follows hospital policies for reporting lateness or absences.

· Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks.

· Organizes work area and exercises time-management skills to maximize personal efficiency.

· Prioritizes tasks and handles multiple tasks in a calm, organized manner.

Other Significant Facts

Skills and Knowledge: Knowledge of hospital procedures and operating instructions for making appointments, assembling 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 staff members who will be involved in treating the patient(s).

Reporting Structure: Reports to Shift Lead - Customer Service Representative, Assistant Managers and Practice Manager. No supervisory role

Qualifications:

· Must pass pre-employment drug testing

· Must follow Core Values

· Must have excellent verbal and telephone skills

· Must have good people skills

· Must be able to work in fast-paced environment

· Able to work well with others as a team

· Must have dependable transportation

· Must be able to work on a Saturday rotation

· Must be able to operate all office machines: fax, computer, telephones, copier, answering machine

· Must be able to follow directions both written and oral

· Must be able to work unsupervised and be a self-starter

· Good organizational and cleanliness

· Must be able efficiently multi-task with a stress-free ability

· Must be proactive and keep busy

· Must be able to work unscheduled over time

· Must be able to sit for longer periods of time and use hands in repetitive motions

· To avoid gossip in the work place; will not complain unless, complaining to someone that can address the issue. Will do best to bring a resolution along with the complaint. We are direct and open communicators.

· Direct and honest communicator.

COMPENSATION: Entry level wage starts at $16.50

Job Type: Part-time

Pay: $16.50 - $18.50 per hour

Benefits:

• 401(k)
• Employee discount
• Health insurance

Schedule:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Application Question(s):

• Which shift would you prefer, 7:30a-1p or 1:00-6:30p?

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person