Description

The Client Service Reception Lead's purpose is to manage, deliver and monitor all aspects of client service and satisfaction. The CSR Lead must be able to listen to team members and clients objectively, communicate well and be organized. This team member will perform client service reception responsibilities as well as lead and manage service coordinator employees. In addition manage platforms such as Cornerstone, AllyDVM, Agape and Accounts Receivable.

Experience in a veterinary clinic of two years preferred. 

Requirements

Service Coordinator

• Greet clients entering DAH promptly and professionally.
• Dress professionally in clean attire. Personal appearance must be clean, neat and tasteful.
• Answer phones professionally and promptly.
• Process prescription and food requests in a timely fashion correctly.
• Accurately schedule appointments, surgeries and boarding reservations. 
• Takes initiative to ensure clients are cared for from the time they call DAH until they are ready to depart DAH.
• Offer to assist clients to their vehicles with their pets and/or purchases. 
• Actively seeks ways to engage clients to establish a bond with clients and their pets. 
• Responsible for overseeing opening procedures per DAH protocol. 
• Maintain DAH lobby during open hours. Make sure the area is neat, clean and the coffee bar well stocked.
• Responsible for end of night duties per DAH protocol. Confirm all appointment charts are ready for the next day prior to leaving the building and waiting area clean and tidy. 
• Complete daily department checklists to a high standard for the appropriate shift.
• Enter new clients accurately in Cornerstone. Obtain as much client and patient information and history as possible.
• Organize and update client information in Cornerstone’s Patient Record according to DAH protocol.
• Receive and respond or process incoming communications such as email, faxes and AllyDVM.
• Admit and discharge all grooming and boarding appointments.
• Upon check-in, obtain a feeding and medication schedule for boarding pets.
• Discharge all drop off appointments. Confirm clients have all necessary communication and medication the doctor has prepared.
• Correctly and efficiently check-out clients. Verify invoices are correct, present to clients and process payments on account accurately.
• Perform end of day closing procedures in Cornerstone. Prepare daily settlement of cash, check and credit card transactions.

Service Coordinator Lead

• Assist in recruiting, interviewing, on-boarding, and training all service coordinator team members.
• Engage with veterinarians, supervisor team, and support team to ensure open communication so patient care and client services are evolving and improving as medical advances and protocols are being developed. 
• Attend and help facilitate monthly department meetings.
• Handle client complaints and concerns regarding patient care and customer service quickly and efficiently. 
• Proactively look for ways to expand the use of Cornerstone enabling the practice to become a highly efficient user. 
• Utilize and monitor AllyDVM retention calendar, ensuring that all aspects of the program are being utilized to its fullest potential.
• Communicate with Idexx/Cornerstone on an as needed basis when issues arise affecting patient care and client service.
• Create and ensure completion of client reports and call backs.
• Maintain and ensure completion of department daily, weekly, and monthly tasks.
• Ensure DAILY bank deposits are made (Monday-Friday) in conjunction with the department supervisor. 
• Ensure that all service coordinator department employees are following hospital protocols and procedures. 
• Communicate with the department supervisor and practice manager on any employee, patient, or client issues.
• Maintain and secure supervisor key to locked cash drawer.
• Manage accounts receivable payments and statements.
• Other duties as time permits based upon supervisor or practice manager instructions.

AllyDVM 

• Ensure that retention calendar is being used by all CSR employees at its fullest capacity to capture missing or bad email addresses, mailing addresses, and cell phone numbers.
• Ensure all CSR employees are utilizing pets past due in AllyDVM to capture appointments with clients. This should be a forward looking approach preferably at least one day prior to appointment. This gives CSR’s the ability to call clients to see if they want to bring a 2nd pet with them on the same day. In events that forward looking can not occur, informing clients of additional pet past due and capturing that appointment while they are here.
• Maintain above 60% average on retention calendar stats
• Utilizing reminder system, two way text communication to ensure broad communication reach with clients
• Communicate changes, issues, and updated information or need of new protocols with the practice manager.
• Communicate directly with AllyDVM to address issues immediately.
• AllyDVM Job description to be updated as the program evolves. 

Agape 

• Accept and process all incoming deceased pet cremations, sympathy cards, and paw prints.
• Contact clients regarding ashes and paw prints. Mail sympathy cards and paw prints when necessary/requested. Ensure accurate notations on patient file regarding this process.
• Ensure accurate billing of all euthanasia and cremation services.
• Contact Agape when necessary and order supplies when necessary.
• Contact Agape when necessary and order supplies when necessary.

Accounts Receivable

? Researches and investigates client account issues, and monitors accounts as appropriate.

? Monitors and controls non-payments, delayed or delinquent payments. Contacts clients on a determined time frame in regards to non-payment, delayed, or delinquent payments.

? Responds to inquiries, researches, and resolves problems related to transactions

? Prepares invoices and end of month statements to ensure that all the information appearing on them is accurate and complete. Identify errors or discrepancies and resolve before processing and prior to mailing end of month statements.

? Reviews open client PVL’s weekly to check for any missed billing charges and contact clients in regards to those payments.

? Processes any necessary open PVL’s weekly and send out appropriate invoices.

? Process payments for clients, including payment contracts.

? Approve/deny payment contracts for clients.

? Maintaining appropriate filing and recording system for all account receivable communications and payments.

? Ensure strict confidentiality and privacy of financial records as they relate to the organization and our clients.

? Enter and maintain collections accounts.

? Performs miscellaneous accounting job-related duties as assigned.