JOB DESCRIPTION

Client Service Representative/Phone Room Operator

REPORTS TO: Veterinarian, Practice Manager, Office Manager

The CSR is the client’s first contact when calling or visiting the practice and as such represents the professional image of the practice to callers and visitors. They answer telephones, emails, greet clients, prepare patient files, receive and relay client correspondence, and updates client financial records. The exceptional CSR has the ability to diffuse negative client situations and foster client bonding.

EDUCATION AND LICENSURE REQUIREMENTS

• High school diploma or equivalent.
• Customer Service background required.
• Computer knowledge required; comfortable with Word, keyboarding, and use of communication tools such as online request platforms, two-way texting and email.

EXPERIENCE REQUIREMENTS

• Experience with basic office functions in a busy office environment.
• Minimum 12 months prior experience in a veterinary hospital or similar setting is required
• Minimum 18 years old

PERSONAL REQUIREMENTS

The CSR must be able to:

• Be flexible in attitude and work habits.

• Knows how to pronounce, spell and the meaning of commonly used veterinary terminology.
  • Perform basic computer skills and typing, is familiar with veterinary practice management software and vocabulary.
  • Use a telephone headset while working in the phone room or when answering phones/making phone calls if needed at the front desk.

• Physical Effort: Work requires lifting and carrying records and equipment weighing up to 25 lbs; requires sitting and standing for extended periods or time.
• Working conditions: May be exposed to unpleasant odors, noises and animal feces. May be exposed to bites, scratches and contagious diseases.

The range for the position is $19 per hour to $21 per hour.

Benefits are outlined in the employee manual and are separate from the hourly wage.

Veterinary Knowledge / Client Education

• Can answer client’s inquiries about basic animal care questions and routine procedures. Also can communicate with clients about basic medical conditions.

• Has deeper knowledge of and can educate clients on over-the-counter products such as shampoos and supplements; has full knowledge of heartworm and external parasite preventives to promote client education and sales.
• Can guide clients to make appropriate decisions regarding optimum pet care including triage of patients over the phone.
• Understands veterinarians’ preferences with regards to scheduling and recommendations.
• Can educate clients on vaccine recommendations

Admitting / Discharging Patients/ Cash Handling

• Can admit patients and handle medical records entries accurately.
• Can prepare health certificates, immunization certificates, laboratory requests, and euthanasia consent forms.
• Can handle client/patient transfers with ease.
• Can prepare client invoices for services performed.
• Can prepare and present advanced fee estimates.
• Can accurately handle payment collection including returns and complex transactions.
• Can accurately and empathetically communicate estimates/treatment plans to clients.
• Is responsible for efficient workflow for technician and veterinary appointments

Hospitality

• Can bond with clients during interactions.

• Can keep the front desk a positive area even in the event there is a client wait time.

Schedule Management

• Can work to maintain an effective veterinarian appointment schedule, screening emergencies and prioritizing cases that need to be seen.

Computer Knowledge / Telephone Skills

• Receives and relays telephone, fax, and email messages accurately and promptly.
• Responds efficiently and accurately to callers, explaining possible solutions, using a multi-line system, while ensuring that clients feel supported and valued.
• Can enter and update client and patient information into practice computer software.
• Has good computer skills and shows accuracy in inputting details.
• Triage patients over the phone and determine if clinic visit is necessary.
• Engages in active listening with callers, confirming or clarifying information, and is able to diffuse angry clients as needed.

Personal Conduct/Attitude/Teamwork

• Dependable, arrives at shift in a timely manner and is committed to upholding the core values and mission of the hospital
  • Builds lasting relationships with clients and co-workers based on trust and reliability.
  • Can display tact and respect with team members even when busy or hectic.
  • Feel and express a genuine liking for animals and their owners and for working in an animal care field.

Client Communication

• Can conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks.

• Can deal intelligibly, pleasantly, and efficiently with clients, often doing several things at one time.
• Can greet clients with poise and natural effort.

• Can outline costs and fees in a positive light while supporting hospital payment policies.
• Can turn future clients (phone-shoppers) into clients through relationship building and bonding.
• Can easily remember clients and patients’ names and uses them.
• Can handle client correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards, and A/R statements.

Facility Maintenance

• Can maintain a professional/welcoming appearance of the front office through cleaning and organization.
• Can offer proper upkeep for and troubleshoot office equipment including pc’s, telephones, copiers, and fax machines.

Organization/Time Management

• Can work almost constantly in the presence of other staff members and clients.
• Understands and carries out oral and written directions.

Other

• Takes part in training and other learning opportunities to expand knowledge of the company and position.

• Performs other duties as assigned.