Customer Service Representative II

CSR - Level II Job Description

Essential Functions:

CSR team members are the Animal hospital of Dauphin County's first impression for all public interactions. Each member of the CSR team takes ownership of the positive experiences of all clients, visitors, and their pets. Additionally, CSR team members play a crucial role in facilitating effective communication within the hospital team as well as between the hospital team and the public. CSR team members also contribute to the overall success of the hospital by accurately processing financial transactions by maintaining, organizing, and processing hospital client documents and inventory.

Primary Responsibilities:

Offer professional and welcoming greetings and assistance to all members of the public in person, over the phone, and through electronic communication.

Appropriately address client inquiries and requests in a timely and consistent manner; provide inquiring callers with accurate cost estimates for services to include thorough descriptions of the services performed.

Respectfully and proactively receive critical feedback and communicate it through the appropriate channels.

From initial contact through conclusion of service, maintain awareness of each visiting or calling client's status and effectively communicate all pertinent information (i.e. check ins, special needs/requests, delays, or change in status) with the appropriate staff and the client.

Effectively schedule appointments within parameters established by the hospital Leadership Team.

Record thorough and accurate information in client records, patient medical records, communication requests to medical staff, and appointment notes.

Receive and effectively process client requests for prescription medications, foods, and medical documentation (i.e. vaccination certificates, diagnostic reports, and patient histories).

Accurately process financial transactions through both the practice management software and point of sale systems; Reconcile financial information as required throughout each shift.

Additional Responsibilities:

Complete end of day/month procedures through the practice management software program as necessary.

Ensure emergency answering service is functioning properly at the conclusion of each business day and communicate on referral to Emergency Hospitals to the emergency answering service.

Educate and provide information on the hospital wellness program; Complete the wellness plan enrollment process in full.

Job Requirements:

1 year of CSR experience (preferred in a veterinary or medical field).

1 year of Practice Management System or Electronic Medical Records experience.

Ability to pass a background check.

Ability to work weekends as needed.

A positive attitude with a "can do" approach.