Veterinary Client Service Representative

Department: Receptionists

Employment Type: Full Time

Location: Austin, Texas

Compensation: $0.00 / hour

Description

Some of the responsibilities you will own in this role:

• Greets and makes eye contact when entry door opens to offer every client, visitor or associate a warm and professional acknowledgement immediately upon arrival. 
• Demonstrates a friendly smile, good eye contact and approachable demeanor. 
• Uses appropriate behavior and body language to match the client’s level of concern. 
• Listens empathetically. 
• Communicates effectively, politely, and with high levels of customer service with clients and co- workers. 

• Ability to work well with others. 
• Friendly and hard-working attitude. 
• Assesses, immediately upon arrival, each client’s unique need, as well as the pet’s general condition. 
• Routes emergency calls. 
• Promptly processes accurate and thorough admission and check out procedures, including collection of associated fees. 
• Collaborates with nursing staff to ensure clients’ wait times in the lobby and exam rooms are minimized. 
• Acts as a liaison to clients, frequently keeping them informed of delays. Connects clients with other associates to facilitate answers to questions. 
• Monitors lobby for soiling or clutter and arranges clean up as needed. 
• Answers telephones using proper etiquette and tone as determined by established standards.
• Responds to non-patient calls or visitors and connects them to the appropriate associates.
• Confirms all appointments in advance, ensuring clients receive accurate information about preparing their pet for the appointment. 
• Cancels appointments as necessary. 
• Explains aftercare options to clients and completes deceased pet aftercare forms. 
• Offers emotional support and resource materials to grieving clients in a compassionate and discreet manner. 
• Serves as a liaison between clients and service agencies during handling of pet remains by ensuring a complete, accurate and compassionate process. 
• Documents client communication in hospital operation software. Medical Record Processing. Prepares medical records prior to appointments. 
• Attaches loose forms to medical records and files promptly. 
• Delivers and sends faxes, email and other correspondence promptly to the correct individual. Reconciles daily receipts to hospital operation system figures. 
• Maintains cash drawer at specified amount by making change accurately for client payments made in cash. 
• Explains payment options to clients. 
• Records and processes payments and completes accounting logs. 
• Explains Care Credit and submits Care Credit applications. 
• Displays legible handwriting and records digital information free of spelling, grammatical and calculation errors. 
• Uses a professional written and verbal tone in communication. 
• Owns, troubleshoots, handles and follows up on problems as they present. 
• Seeks assistance with solving problems as necessary while taking responsibility for facilitating the outcome. 
• Uses hospital operation software to look up and document client and patient history. 
• Confirms and accurately enters new client information, patient information and primary care veterinarian information. 
• Demonstrates competence with telephone system features, including hold, transfer, voicemail, overhead paging. 
• Routes client complaint calls to a manager if unable to resolve quickly. 

Preferred Qualifications

• High school graduate. 
• Previous experience in a medical or veterinary office preferred. 
• Works efficiently in a busy hospital environment and proactively identify tasks required to ensure optimum client care and hospital organization. 
• Legibly and accurately document patient, client and primary care veterinarian information and other hospital communication; display attention to detail. 
• Maintains a calm demeanor during emergency situations; relate effectively with various personalities and sense when someone is in distress; demonstrate sincere compassion.
• Effectively and professionally communicate verbally with coworkers, doctors and clients; handle confrontation with grace. 
• PC proficient. 
• Think quickly and problem-solve with sound judgment. 
• Perform and document basic financial calculations accurately. 
• Occasionally exposed to airborne particles and illness from patients and chemicals related to animal care and office equipment. 
• Applicants must consent to and pass both a thorough background check and drug screening test

Benefits

• Paid time off
• Health, dental, vision, and life insurance
• Employee discounts
• Flexible schedules
• 401K with company match
• Training and career development