The CSR enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions. Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients. Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations.
Ultimately, it is the CSR who creates a good first and last impression on our clients. The importance of this role cannot be over-emphasized.
Primary Responsibilities
Telephone Communication
• Answers incoming telephone calls by the third ring, using proper telephone etiquette.
• Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.
Client Relations
• Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
• Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
• Uses active-listening skills to obtain all necessary medical and personal information from the client.
• Discerns any potential client problems, complaints, or questions and handles them appropriately.
• Relays medical instructions; itemizes the client's statement; reviews it orally with the client; and informs the client about hospital policies, such as pre-operative instructions, payment and credit policies, and vaccination policies.
• Communicates with clients as needed regarding invoices and the medical status of their pets.
• Makes calls to clients on a timely basis from a call-back list.
• Provides clients with any information or instructions they will need prior to their appointments.
• Contacts clients to schedule discharge appointments and recheck appointments and confirms appointments and pre-surgical instructions.
• Maintains knowledge of current wellness-care standards and common medical problems.
• Maintains current client contact information.
Appointment Scheduling
• Schedules outpatient, surgical and hospitalized patients using a computerized scheduling program.
• Schedules appointments in accordance with established hospital guidelines, allocating the appropriate amount of time (15 or 30 minutes) according to the type of visit. Maintains "E slots" for emergencies and helps keep the practice on schedule.
• Schedules appointments to meet the clients' needs and most efficiently use veterinarians' and staff members' time.
Recordkeeping and Filing
• Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
• Retrieves and re-files medical records accurately and promptly.
• Purges inactive files as directed.
• Updates client files and patient records as needed.
• Scans medical documents.
• Email medical records to requesters, with client's permission.
Procedures and Protocols
• Adheres to all hospital policies, standards, and procedures, including but not limited to dress code, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
• Communicates basic patient preventative care protocols to clients.
• Maintains knowledge of the practice's products and services.
• Improves veterinary knowledge by taking advantage of staff meetings and in- house training.
Patient Admittance
• Completes required forms, such as the new client form, patient visit form, and client report, and obtains all necessary information. Notes the source of client referrals.
• Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due for the patient.
• Follows hospital policies regarding patient admittance (e.g., vaccination status).
• Relays all necessary information to the veterinarians and technicians.
• Triages urgent-care patients and communicates with the medical team as appropriate.
Patient Discharge
• Enters all charges into the computer and double-checks entries against the patient visit form or tracking form. Enters recall reminder codes into the computer as indicated.
• Ensures that future reminders are set up in the computer system for the patient.
• Presents clients with medications, instructions, and any other items to take home.
• Reviews discharge instructions, medications, and services rendered, and informs client of the total amount due.
• Schedules discharge and follow-up appointments.
Cash Handling
• Accepts payments from the client. Accurately processes cash, checks, charge card payments, and credit account payments.
• Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit as needed, and presenting reports and deposit receipts to the Practice Manager or owner.
Facility Maintenance
• Assists staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms.
• Restocks and arranges retail and point-of-purchase displays.
• Opens the practice and sets up for the morning as directed.
• Closes the practice for the evening as directed.
Personal Conduct
• Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
• Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
• Adheres to the posted work schedule. Arrives for work promptly and begins work at start time. Follows hospital policies for reporting lateness or absences.
• Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks.
• Organizes work area and exercises time-management skills to maximize personal efficiency.
• Prioritizes tasks and handles multiple tasks in a calm, organized manner.
At AmeriVet, we're committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities.
Here's what you can expect when you join our team:
- Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.
- Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
- Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
- Generous paid time off and holidays, because your personal time matters.
- A supportive, collaborative environment where everyone feels a sense of belonging.
At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.