Client Services Lead

Client Care Representative Lead

Title: Client Service Representative

Reports to: CSR Supervisor

Summary:
The Client Care Representative 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. The CCR answers telephones, greets clients, prepares patient files, receives, and relays client correspondence, and updates client financial records.

The exceptional CCR has the ability to diffuse negative client situations and foster client bonding. The Head Client Care Representative handles all duties of the CCR position as well as lead and train others in the CCR team, inventory management of office supplies and oversees all aspects of the front desk.

Approximately 85% of your time should be spent doing CSR duties.  While you are performing these duties, you should be observing and evaluating other CSRs to guide and assist them.  Also remember that you are setting an example for all other team members.  Delegate those receptionist tasks that can be handled by others and tend to take time away from your management duties.

The other 15% of your time should be devoted to management duties.  These include special projects, implementation of new technology and/or procedures and employee management (training, coaching, etc).  Prioritize your projects and complete them in the order of greatest importance.  Focusing all your attention on one or two projects at a time will help reduce your stress level and ensure greater accuracy in your work.  Know when to say you are too busy to take on a new project.

Be part of the Inventory Team and available for Inventory after hours quarterly.

Work well and in conjuction with the management team consisting of- Tech Supervisor, All DVMs, Managing Doctor, Office Manager and Hospital Manager.

Pay Scale/Wages:

·                         The Lead CSR will be scheduled to work 30-40 hours per week including mornings, evenings and weekends.    Team members will have the opportunity to earn overtime pay for hours worked over 40 per week.  Full time employees will be eligible for benefits.

Compensation-

o    Base salary of $26.00/hr - $31.00/hr

Benefits-

o    Medical, Vision, Dental insurance

o    401(k)

o    Health Savings Account

o    Paid time off

o    Employee discounts

Essential Functions:

• Provide strong leadership and supervision to CCRs.
• Understands what task must be prioritized.
• Refrains from excessive conversation that distracts from the task at hand.
• Ability to maintain a positive, cooperative relationship with all other employees.
• Gives respect to coworkers even when busy or hectic.
• Maintain and/or exceed standards of performance that must be met to effectively keep the front desk and the hospital running smoothly.
• Ensures daily checklist is completed, up to date and turns in checklists accordingly.
• Direct the flow of traffic to ensure appointments are running on time. Communicate with team and clients if running behind. Find solutions to minimize wait times for clients.
• Ability to logically schedule appointments, recognize gaps in the schedule and address them accordingly.
• Has a strong working knowledge of Vetcome PIMS.
• Enters information accurately, audits data.
• Provide support and assistance with coaching and professional development of CSR’s.
• Ability to correct other’s mistakes with tact and respect.
• Assist with developing and implementing ways to improve staff morale.  CCR’s need to know that they are vital to the operation of this business and are appreciated.
• Provide instruction and training to the CCR’s.  (emphasis on client education and product distribution)
• Assist with employee evaluations.
• Mediate any interpersonal problems.
• Meet regularly with office manager, technician manager and hospital manager to discuss any problems or improvements.
• Whenever needed, assist with emergency scheduling.
• Provide adequate and compensated time to fulfill the responsibilities of the job.
• Oversee all customer service interactions. 
• Ability to bond with clients and patients.
• Ability to maintain a positive environment for our clients.
• Implementing and ensuring all new and old policies/procedures are followed consistently.
• Promoting the hospital’s vision statement.
• In charge of the hospital’s appearance to the public.  (i.e., outside grounds, waiting room, retail area) Always concerned with practice appearance and promptly tends to any areas of concern.
• Handle sub-professional questions or direct them to the correct individual.
• Accurately explain payment policy and accepted forms of payment.
• Has the authority and ability to “make right” as deemed fair to ensure all clients leave satisfied. If unsure, let client know that office manager will call on her next day in. 
• De-escalate disgruntled clients, listen, and offer solutions if possible.
• Attends all staff meetings and implements changes associated with front desk.
• Verify close batches reconcile.

Performs other duties as assigned by management. This is not an all-inclusive list, but rather an overview.

Qualifications:

• High school diploma
• People Management Experience (2yrs Min)
• Ability to obtain Vet Assistant Controlled Drug Handling Permit
• Pass Employment Background Screening

Skills and Abilities:

·         Excellent oral and written communication.

·         Organized and meticulous.

·         Knowledge of basic veterinary terms and procedures.

·         Knowledge of basic computer skills.

·         Patience and respect for clients, patients, and employees.

·         Ability to deal with fast pace and stressful situations.

Physical Demands:

• Standing and walking 50% of the time.
• Computer work.
• High stress environment.

Work Environment:

Fast paced veterinary hospital..