Client Service Representative

POSITION SUMMARY

The purpose of this position is to ensure that client service excels and clients always have a positive interaction with our clinic. The CSR is the first and last contact with the clinic and is the key to creating a lasting positive impression. The responsibility of a CSR is to perform clerical tasks related to animal care and to provide miscellaneous support to the veterinary care team. These service functions include, but are not limited to, reception (visitor and telephone), maintenance of veterinary medical records, cash processing, data entry, word processing, appointment scheduling, and mail service. This position requires practical knowledge of veterinary clinic procedures and terminologies. The CSR must have exceptional communication skills (both verbal and written), computer literacy, ability to multi-task, friendly attitude, and confidence to deal with stressful situations. This is an overview of the position and the duties listed do not encompass the entire position.

PRIMARY RESPONSIBILITIES

Client Service Responsibilities

• Ensure a comfortable, friendly, compassionate environment for all clients and patients

• Be effective, polite, compassionate and helpful to all clients, at all times and under all circumstances

• Receive incoming calls and emails, while making sure to respond promptly and professionally

• Determine nature of injury/illness and attempt to reassure distressed clients

• Provide knowledgeable sub-professional advice concerning the care and treatment of animals

• Take detailed messages for client questions/concerns that should be addressed by a medical professional

• Follow established clinic policies and procedures in referring clients for immediate treatment of their pets when requests are accompanied by complaints of acute symptoms

• Accurately schedule appointments, obtaining all necessary data concerning the patient and owner

• Retrieve patient records and determine whether immunizations and/or tests are current

• Set up future reminders in practice management software

• Recommend update of immunizations and/or tests to clients

• Complete required forms such as new client form, consent forms, estimates, release of information, etc.

• Distribute appointment reminders and make confirmation calls

• Prepare client information packets, such as new client, new puppy, new kitten, surgical info, etc

• Check clients in/out - Greet clients in a professional, friendly, hospitable manner

• Present clients with medications, discharge instructions, and doctor notes.

• Encourage retail sales of food, toys, and other items available in our clinic

• Explain and demonstrate products, answer questions concerning products purchase/use.

• Fill veterinary prescriptions and provide routine instructions as appropriate

• Collect lab specimens from clients and submit samples to veterinary lab

Clerical Responsibilities

• Enter, retrieve and modify data in records utilizing practice management software

• The practice management software includes, but is not limited to, such areas as reminder list of patients for periodic notifications, receipt and/or invoicing to update medical/financial records; client records, pet records, medical records; word processing to produce letters for general correspondence and special mailings to clients, etc.

• Perform a variety of clerical duties, receiving, sorting, distributing mail, sending out mailings, cleaning, organizing reception area, type memos, correspondence, reports and other documents.

Financial Responsibilities

• Know fees for routine services and how to communicate them emphasizing value

• Utilize practice management software to invoice services

• Explain invoices to show value for care provided

• Accurately collect client payments and maintain payment records

• Make change, process credit card transactions

• Refer clients to Care Credit when asked about payment plans

• Balance cash drawer and record any discrepancy

• Run end of day reports

Clinic Responsibilities

• Assist in the receiving, stocking and distribution of supplies

• Bring patients to examination area

• Restraint of animals during treatment

• Assisting with cleaning and sanitation of all work surfaces.

• Cleaning up patient excretions

• Sweep/mop floors

• Garbage and Recycling

• Salt and perform light snow removal on exterior sidewalk

Other Responsibilities

• Work well with all employees and ensure that your actions support the clinic, the doctor, and the practice philosophy

• Follow federal and state animal health laws and regulations including OSHA and DEA

• Perform other duties as assigned

SUPERVISION

The CSR works under the direct supervision of the Practice Administrator, who will indicate general assignments, limitations and priorities. Assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor. Completed work is reviewed for technical accuracy and compliance with established procedures.

Regular attendance and timeliness are an essential function in order to fulfill the requirements of this position

REQUIRED EDUCATION, SKILLS, AND KNOWLEDGE

Education and Experience

• High school diploma or equivalent

• Customer service experience

Skills

• Ability to multi-task

• Possession of strong organizational skills

• Excellent verbal and written communication skills

• Exceptional interpersonal communication skills

• Requires strong client service skills

• Considerable tact and diplomacy is required

• Ability to work independently on assigned tasks as well as to accept direction on given assignments

• Ability to foster positive work environment

Knowledge

• Knowledge of clinical procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.

• Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.

• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Knowledge of computers and relevant software applications including MS Office (Word).

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Perform general physical activities that require frequent bending, standing, stooping, moving from room to room, talk, and listen; may be required to walk, stand or sit for long periods of time; will use hands to manipulate, handle, or feel; will reach with hands and arms.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust to focus.

WORK ENVIRONMENT

While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches and animal wastes; possible exposure to contagious diseases.

DRESS CODE

Scrub top and bottom and closed toed shoes

Note: When duties and responsibilities change, job description will be reviewed and subject to changes of business necessity.

Job Types: Full-time, Part-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Customer service: 1 year (Required)

Ability to Commute:

• Geneva, NY 14456 (Required)

Ability to Relocate:

• Geneva, NY 14456: Relocate before starting work (Required)

Work Location: In person

Salary : $16 - $18