Job Description

Desert Veterinary Medical Specialists (DVMS) is the leader in providing internal medicine, cardiology, and radiology specialty care throughout the Greater Phoenix Valley. We act in partnership with primary care providers to deliver the highest level of medical care available to our shared patients. As an extended resource of our referral hospitals, we practice in a respectful and collaborative manner. Our team of specialists and support personnel offers exceptional personalized service where the needs of the patient and their family are always the primary focus. The ideal candidate must understand the opportunities and challenges of a relationship and service-based veterinary referral practice.

Core Values:

• Innovation- We will strive to discover and share knowledge that will continuously improve the veterinary profession
• Excellence- At DVMS our standard is excellence in all that we do and the way in which we do it
• Compassion- The spirit of all of our relationships will be driven by compassion
• Patient Care-We are committed to providing compassionate, ethical, and quality care too our patients. We treat them as if they are members of our own families
• Integrity- We will conduct ourselves in a manner that will instill confidence and trust in all of our interactions
• Service- Service is the cornerstone of DVMS. We will strive to meet and exceed the expectations of the community we serve.

DVMS Purpose:

To provide exceptional patient care, personalized client service, and respectful collaboration with referring veterinarians, in order to extend and improve the lives of our patients and their families.

Description:

A Client Services Representative must be able to assume responsibility for and deliver exceptional client service in the operation of a small animal specialty veterinary practice who's success is primarily derived by providing personalized, responsive, compassionate care. Working under the supervision of the Front Office Supervisor & Lead Client Services Representative, the CSR must be able to effectively and proactively perform the following duties that include but are not limited to:

Key Responsibilities and Essential Functions:

Confirming Appointments:

• Confirm all appointments that have already not been confirmed through Televet
• Provide proper feeding and arrival times based on appointment type
• Confirm client forms that need to be completed prior to the appointment and resend them as needed

Confirming Records Received for Appointments:

• Call all rDVMs for upcoming appointments and request records
• Attach medical records to Cornerstone
• Update record spreadsheet accurately and timely

Update Patient Records:

• Attach necessary records, files, and images to patient records timely and accurately

Electronic Communications:

• Send and receive faxes
• Send and receive a high volume of emails through multiple inboxes
• Be able to scan and send or attach scanned items to patient files in Cornerstone
• Communicate with clients and co-workers through Televet
• Communicate with co-workers through Slack
• Communicate with inbound and outbound phone calls and voicemails

Document Management:

• Manage all incoming and outgoing documents in a timely and accurate manner including but not limited to
• rDVM records
• rDVM requests for records
• Prescription refills from client and/or pharmacy
• Imaging import and exports

Accurate Patient Records:

• Confirming accurate client contact information including but not limited to
• Physical Address
• Phone number
• Email
• The spelling of first and last name
• Accurate patient information including but not limited to
• Age/DOB
• Breed
• Sex/Fixed
• rDVM(s)

Client Service Interactions:

• Warmly greets all callers and welcomes incoming clients and their pets
• Accurately assists clients on the phone and routes calls to the appropriate departments/staff
• Schedules appointments with accuracy in date, time, type of appointment, and client & patient information
• Check-In/Out all clients in an accurate and timely manner
• Communicates with co-tenants, clients, vendors, and rDVMs with ease, making an effort to inform and educate them on DVMS's services

Financials:

• Takes deposits and checks clients out with accuracy in payment form and amount
• Able to reconcile our merchant services and cash counts against Cornerstone
• Process daily revenue reconciliations and deposits
• Able to discuss financing options including CareCredit

Knowledge, Skills and Abilities:

• Ability to multi-task and quickly change priorities based on urgency
• Proficiency in MS Office products including Word, Excel, PowerPoint, and EMR (electronic medical records software) and common office technologies
• Quickly learn new software and technology. Currently, we use Cornerstone, Timeless, Televet and Weave.
• Strong organizational skills
• Excellent interpersonal skills
• Ability and desire to work as part of a team in a fast-paced and time sensitive environment
• Must be able to process multiple items simultaneously in a calm manner and serve as a representative of the practice
• Self-starter and able to take direction from supervisor(s)
• Communicate clearly and effectively both orally, electronically and in writing
• Dependable and have a stable work history

Reports to: Front Office Supervisor & Lead Client Service Representative

Job Requirements

• Be flexible with work hours M-F as early as 7:30am and late as 630pm
• Be willing to travel on occasion to our other office locations
• Our locations currently include a location in Gilbert, Peoria, and Scottsdale
• Physical Requirements:
• Able to be active; sitting, walking, standing, climbing stairs
• Ability to work well under pressure and at high levels of stress
• Must be able to lift 25 pounds and work on feet majority of the day
• Exposure to supplies commonly used in a hospital setting such as anesthetic gases and x-ray irradiation within appropriate OSHA standards
• Risk of injury from animals
• Able to work in low to moderate noise, including animal noises

Qualifications, Education and Experience:

• Education: High School Diploma
• Experience: Two (2) years in the veterinary field or front office health care experience with at least one (1) year of direct client service experience.