10607 N. Frank Lloyd Wright Blvd, Suite J201

Scottsdale, AZ 85259

(480) 451-8375

JOB DESCRIPTION

CLIENT CARE REPRESENTATIVE

Reports to: Lead Receptionist or Manager

POSITION OVERVIEW:

The Client Care Representative (CCR) is the client’s first contact when calling or visiting the practice to callers and visitors. The CCR answers telephones, greets clients, prepares patient files, and escorts clients and patients to exam rooms, receives and relays client correspondence, updates client financial records. The exceptional CCR has the ability to diffuse negative client situations and foster client bonding.

QUALIFICATIONS AND REQUIREMENTS:

Education and Licensure Requirements:

• High School Diploma or equivalent
• Customer service background desirable, but not required
• Typing skills required
• Some computer knowledge required; comfortable with Word, keyboarding, and use of communication tools such as SMS and email.

Experience Requirements:

• Significant experience with basic office functions in a busy office environment.
• Previous CCR and veterinary practice experience are desirable but not required.

Personal Requirements:

• Be flexible
• Learn how to pronounce, know the meaning of and spell commonly used veterinary terms.
• Perform basic computer skills.
• Is well-spoken and approaches his/her job duties in a professional manner.
• Has a friendly demeanor and has good communication and listening skills.
• Is experienced in the teamwork approach and works well with all levels of hospital team members.
• Physical Effort: Work requires lifting and carrying items and equipment weighing up to 25lbs; requires sitting and standing for extended periods of time.
• Working Conditions: At times fast paced. Interesting variety of pets and owners. Medical aspect of pet care.

WAGE RANGE:

The range for this position is $17.00 per hour to $21.00 per hour.

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

Performance Expectations:

Veterinary Knowledge/Client Education

• Can answer client’s inquiries about basic animal care questions and routine procedures.
• Can guide client’s to make appropriate decisions regarding optimum pet care.

Admitting/Discharging Patients/Cash Handling

• Can admit patients and input medical records accurately
• Can prepare client invoices for services performed.
• Can accurately handle payment transactions.
• Can accurately and empathetically communicate estimates/treatment plans to clients.

Hospitality

• Can bond with clients during interactions
• Can keep the front desk a positive and inviting area.
• Working as a team with other CCR's

Time 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 handles 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

• 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

Facility Maintenance

• Can maintain a professional/welcoming appearance of the front office through cleaning and organization.

Job Type: Part-time

Pay: $17.00 - $21.00 per hour

Expected hours: 20 – 40 per week

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Uniform allowance

Schedule:

• 10 hour shift
• Day shift
• Monday to Friday
• Rotating weekends
• Weekends as needed

Work setting:

• In-person

Work Location: In person