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.

CSR Competencies

Patience& Compassion : Remaining professional while still makingDoctors teammates clients and patients feel as comfortable aspossible regardless of the situation or challenges presented.

Responding quickly and calmly to crisis while maintaining a highstandard of patient care.

Collaboration & Teamwork : Carefully coordinating actionswith Doctors and practice team members. Providing feedbackappropriately and in a timely manner.

Quickly incorporatingfeedback to ensure positive results. Sharing ideas and being opento other’s ideas.

• Communicating : Conveying instructions to clients and teammates toensure successful patient care.
• Active Listening : Following the instructions of Doctors andsometimes patient owners. Picking up the needs of Doctors andteammates based on prior experiences and feedback.
• Organization Skills : Clear tracking of labspecimens medications patient instructions workflow and otherjobrelated items while managing multiple patients andclients.
• Client Satisfaction : Ensuring all activities and interactions result in the highestlevel of client satisfaction.

• Leads practice opening and closing procedures per Practice Managerinstructions and practice procedures.
• Ensures all public areas are clean andpresentable for patients; cleans and straightens areas includingthe front desk reception area waiting area office publicbathroom(s) and exam rooms.
• Processes cash checks charge card payments and credit accountpayments.
• Schedules appointmentsfor the clinic adhering to practice and Doctor preferences andensure appropriate workflow.
• Assists in the updating of client / patient files asneeded.
• Prepares and sends clientcorrespondence.
• Sends remindernotices to clients for periodic notifications; conducts recalls toclients on a timely basis from a call back list.
• Performs a backup of the computer system on aregular basis as directed.
• Performsand oversees the performance of posting daily business.
• Welcomes clients and patients to the practicewith a warm and friendly demeanor and ensures an excellentexperience during the practice visit.
• Answers incoming telephone calls applyingproper telephone etiquette.
• Presents clients with medications instructions new client kits andany other take home items.
• Handlesemergency situations with great care patience and followingestablished clinic policies and procedures.
• Addresses client concerns in a calmappropriate manner ensuring every experience ends insatisfaction.

Requirements / Qualifications

• Full orparttime
• Ability to work onweekends
• High school diploma orequivalent
• Previous veterinaryexperience preferred
• Clientsatisfaction references preferred
• Practices OSHA safety techniques including proper PPE

BenefitsOffered

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

Last updated : 2024-03-28