Position Purpose

Reportinginto the Practice Manager the Client Service Representative (CSR)provides an exceptional experience to our clients during everyinteraction.

In addition to continually engaging the client the CSRperforms practice administrative tasks such as record maintenanceand appointment tracking.

The CSR manages practice reception(visitor and telephone) maintenance of veterinary medical recordsaccounts maintenance cash processing data entry word processing andmail services.

The CSR applies practical knowledge of practiceprocesses and services the basic rules and regulations governingvisitors and animal patient treatment and veterinary recordrequirements and terminology to ensure every patient is wellcaredfor and every client has an exceptional experience.

Certified Technician Competencies

Patience & Compassion : Remainingprofessional while still making Doctors teammates clients andpatients feel as comfortable as possible regardless of thesituation or challenges presented.

Responding quickly and calmly tocrisis while maintaining a high standard of patient care.

Collaboration & Teamwork : Carefullycoordinating actions with Doctors and practice team members.Providing feedback appropriately and in a timely manner.

Quicklyincorporating feedback to ensure positive results. Sharing ideasand being open to other’s ideas.

• Communicating : Conveying instructions toclients and teammates to ensure successful patient care.
• Active Listening : Following the instructionsof Doctors and sometimes patient owners. Picking up the needs ofDoctors and teammates based on prior experiences andfeedback.
• Organization Skills : Clear tracking of lab specimens medications patient instructionsworkflow and other jobrelated items while managing multiplepatients and clients.
• ClientSatisfaction : Ensuring all activities and interactions result inthe highest level of client satisfaction.

Essential Responsibilities

• Leads practice opening and closing proceduresper Practice Manager instructions and practiceprocedures.
• Ensures all publicareas are clean and presentable for patients; cleans andstraightens areas including the front desk reception area waitingarea office public bathroom(s) and exam rooms.
• Processes cash checks charge card paymentsand credit account payments.
• Schedules appointments for the clinic adhering to practice andDoctor preferences and ensure appropriate workflow.
• Assists in the updating of client / patientfiles as needed.
• Prepares and sendsclient correspondence.
• Sendsreminder notices to clients for periodic notifications; conductsrecalls to clients on a timely basis from a call backlist.
• Performs a backup of thecomputer system on a regular basis as directed.
• Performs and oversees the performance ofposting daily business.
• Answers incoming telephonecalls applying proper telephone etiquette.
• Presents clients with medicationsinstructions new client kits and any other take homeitems.
• Handles emergency situationswith great care patience and following established clinic policiesand procedures.
• Addresses clientconcerns in a calm appropriate manner ensuring every experienceends in satisfaction.

Requirements / Qualifications

• Full or parttime
• Ability to work on weekends
• High school diploma or equivalent
• Previous veterinary experiencepreferred
• Client satisfactionreferences preferred
• Practices OSHAsafety techniques including proper PPE

Benefits Offered

• Paid time off
• Health insurance; dental insurance; vision insurance
• Retirement benefits or accounts
• Bonus incentive
• Flexible work schedules
• Career and professional development
• Employee Assistance Program
• Employee ReferralProgram

Last updated : 2024-03-22