Overview

We are seeking a highly-motivated, Veterinary Client Service Representative/Receptionist to join our team! We are a thriving, quickly growing, three doctor practice located in the Canton/Brewers Hill area of Baltimore, a short drive from I-95. We have an excellent client base and a great reputation. We are closed on weekends and most major holidays to allow for work:life harmony. In addition, we offer CE opportunities and training to enhance your future in veterinary field. We are passionate about supporting our staff and are committed to your personal career development.

Qualified applicants must be able to multi-task effectively, be responsible, reliable and have strong attention to detail. Exceptional multi-tasking, customer service and communication skills are a must! You will be expected to answer phones, greet clients, maintain patient records, file away records correctly, process invoices and be proficient with office equipment. Knowledge of veterinary terminology preferred and previous veterinary office experience preferred. We work hard to create and support an inclusive work environment where you can focus on your career, your happiness, and the patients you serve. 

The Benefits Highlights: 

We cover: 

• The majority of Medical for individuals and dependents (exact percentages vary by tier of coverage chosen) 
• 75% of premiums for Dental and Vision for individuals and dependents. 
• 100% of premiums for Short-Term Disability and Life/AD&D. 
• $250 matches any employee contributions into an accompanying HSA Plan if they select the High-Deductible plan. 
• Safe Harbor 401(k) plan up to 4% 
• Uniform Allowance 

Benefits Breakdown:  

Career: 

• Competitive pay 

• Monthly Bonus Program based on hospital revenue
• Access to Zoetis Clinical & Professional Program and Events 
• Access to a multitude of VMG resources, including VMG national events & CE 

Health & Family:

• Medical 
• Dental 
• Vision 
• Short-term disability 
• Supplemental Life insurance 

• Maternity Leave 
• Bereavement Leave 
• Employee Assistant Program available 24 hours a day, 7 days a week 

Financial: 

• 401(k) with a generous employer match 

• Comprehensive PTO Program 
• Discounted Veterinary Care 
• Health Savings Account 
• Supplemental Life Insurance & AD&D Insurance 
• Disability Insurance 
• Dayforce Wallet

Responsibilities

Position Overview:

The CSR supports and adds value to our organization. We are dedicated to quality care and exceptional service and expect all staff members to be as well. As a CSR at Charm City Veterinay Hospital you will perform a variety of clerical and customer service work to provide support to the hospital staff and our clients during often highly stressful situations.

Tasks include, but are not limited to:

• Coordinating the flow of pets and owners in the lobby.
• Placating owners distressed by long waits, scheduling glitches, humane euthanasia and other problems.
• Identifying potential emergencies in person, and over the phone, and scheduling them appointments appropriately.
• Prioritizing an order of care based on urgency. 
• Communicating with clients by phone, text & email. 
• Organizing and processing all payments. 
• Discussing payments plans using Care Credit &/or Scratch Pay. 
• Performing cashiering duties such as processing refunds, returns and credits, when directed to do so.
• Responding to inquiries about the range of services the practice provides and the species it treats or referring to the appropriate department/staff member when needed.
• Inputting data into practice management software to check pets in.
• Ensure proper client alerts and notations are posted to accounts. 
• Compiling patient and client data and ensuring it's accuracy at each visit. 
• Receiving and distributing incoming emails; and processing or returning outgoing emails as needed.
• Responding to voice-mails and returning all missed calls in a timely manner. 
• Coordinating and scheduling appointments.
• Providing clients with appointment reminders and any special instructions. 
• Calling clients whose pets have overdue treatments.
• Writing, typing &/or editing a variety of correspondences. 
• Processing faxes.
• Understanding basic veterinary terminology and animal husbandry.
• Becoming familiar with our standard of care that includes retail products, medications, supplements, vaccinations, routine testing and preventatives.
• Confidently discussing the Veterinarian's plan of care with clients and discussing estimates for that care, if needed. 
• Using Windows based computer systems, word processing, gmail, outlook, adobe and other computer applications. 

Minimum Qualifications/Requirements:

• High school diploma, GED or equivalent combination of education, and/or experience.
• Knowledge of clerical procedures and computers.
• Must be flexible with scheduling, be a reliable candidate & be a great multi-tasker.
• Tasks could involve extended periods of time at a keyboard or workstation &/or extended periods of time standing and/or walking.
• Some moderately physically demanding work, involving lifting or carrying up to 50 pounds.
• Experience with veterinary software systems like Impromed, Weave or Pet Desk is a plus, but is not required. 
• We are seeking someone with one year or more of veterinary experience for this role.