WHO IS WEST COAST ANIMAL HOSPITAL?

WCAH is an AAHA, privately owned, small animal practice of 9 DVMs. We are dedicated to employee growth, open communication, and employee satisfaction.

Staff culture is a huge priority for us. We are looking for someone to join our hard working, hard laughing team while providing high quality care for our patients and our clients. We ask that all of our staff uphold our core values of progressive advancement, excellent patient/client service, exceptional communication, and collaborative teamwork.

Interested in working for us? Check out our website at www.westcoast.vet or our IG @westcoastpet

JOB DESCRIPTION

Lead Client Service Representative

POSITINOVERVIEW

REPORTS TO: Practice Owner, Practice Manager, CSR Supervisor

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, greet clients, prepare patient files and when needed escort clients and patients to exam rooms, receive and relays client correspondence, updates client financial records.

The exceptional CSR Lead is skilled in handling complaints regarding customer experience, has the ability to diffuse negative client situations, foster client bonding, and management of other CSR personnel. This person may act as a liaison between the DVMs, Practice Manager, Technician Supervisor, and the treatment team.

POSITION REQUIREMENTS

EDUCATION AND LICENSURE REQUIREMENTS

• High school diploma or equivalent.
• Minimum of 5 years in Customer Service
• Typing skills 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 2 years prior experience in a veterinary hospital or similar setting is required.
• Minimum 18 years old

PERSONAL REQUIREMENTS

The CSR Lead must be able to:

• Be flexible in attitude and work habits.
• Knows how to pronounce, spell and the meaning of commonly used veterinary terms.
• Perform basic computer skills and typing, is familiar with veterinary practice management software.
• Knowledge of common veterinary medical conditions, animal care products and their uses is required.
• Provide constructive feedback and training to team members.

• Genuinely enjoys working in an animal-related field and the environment that goes along with working with animals.

• Physical Effort : Work requires lifting and carrying records and equipment weighing up to 25 lbs; requires sitting and standing for extended periods of time.

• Working conditions : May be exposed to unpleasant odors, noises, and animal feces. May be exposed to bites, scratches, and contagious diseases.

WAGE RANGE

The range for the position is $21 per hour to $24 per hour.

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

PERFORMANCE EXPECTATIONS

Personnel Management

• Dependable, arrives at shift in a timely manner and is committed to upholding the core values and mission of the hospital.

• Supervises Client Service Representatives and acts as front office support.
• Assists Office Operations Manager with reviewing CSR applications, screening applicants, and narrowing the applicant choices through the interview process.
• Assists Office Operations Manager with performance evaluations for all front office team members, introductory, annual and performance counseling as needs arise individually.
• Act as a liaison between doctors and team members.
• Helps mentor and train new employees in the Customer Service department.

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 veterinary 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.

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.
• Answers telephones and handle calls quickly, efficiently and in a professional and friendly manner using a multi-line system.
• Can enter and update client and patient information into practice computer software.
• Has good computer skills and shows accuracy in inputting details.

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.
  • Can maintain positive, cooperative relationships with other employees.
  • 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

• Monitor staff periodically throughout the day, encourage productivity, discourage behaviors that may be detrimental to the positive atmosphere of the work environment.

Assists CSR Manager with the following :

• Daily audit of appointments on the schedule.
• Daily audit of open invoices.
• Client escalations.
• Ensures that checklists and daily housekeeping tasks are completed and initialed by CSR staff.
• Assist the CSR Manager with other duties as needed.