Lead Customer Service Representative

Lead Customer Service Representative (Lead Receptionist)

Position Overview

The purpose of this position is to supervise, direct, plan, coordinate, and perform a variety of client communication duties to ensure quality pet care and promote increased efficiency.

Spends the majority of time on Customer Service Representative (CSR) duties, working on the floor answering phones, responding to emails, scheduling appointments, checking in and out clients. Also observes and evaluates other CSRs in order to guide and assist them. Sets an example for all CSRs.

Delegates tasks that can be handled by others in order to have enough time to perform management duties. These include special projects, implementation of new ideas and procedures, and employee management (e.g., training, discipline, coaching, scheduling, and evaluations). Prioritizes and completes projects in a timely manner.

Reporting Structure

Directly reports to the Practice Manager (Heather) and Medical Director (Dr. Wenrich).

Leadership and Management Responsibilities

• Directs CSRs in their performance of a variety of clerical and public-contact duties.

• Delegates duties to each employee to ensure that daily tasks are accomplished.

• Recognizes non-routine or unusual situations and refers them to the Practice Manager, along with recommended solutions.

• Assists the Practice Manager and Medical Director in developing programs to improve the morale and efficiency of the receptionist staff.

• Shows appreciation of the CSR staff, mediates interpersonal problems with the CSR staff, alerts the practice manager of any problems.

• Meets regularly with the Practice Manager and Medical Director to discuss CSR staff performance issues, plans and goals.

• Directs on-the-job training to develop CSRs' skills.

• Prepares employee reviews with the help of the Practice Manager. Advises employees of performance requirements and their progress in meeting those requirements. Recommends corrective measures to improve performance.

• Explains the nature of and basis for hospital personnel policies and procedures to the CSR staff and clients as necessary.

• Serves as liaison between clients, staff and management.

• May coordinates hiring of new receptionists with Practice Manager.

• Oversees appointment scheduling (appropriate time for appointments/procedures, not too many large dogs on one day, CHILL patients scheduled appropriately.

• Assists with employee scheduling if needed/asked.

• Monitors reception staff hours and obtains overtime approval from Practice Manager.

• Makes recommendations to the Practice Manager concerning personnel matters, such as staffing needs, advancement, re-assignment, work hours, and other status changes affecting the receptionists.

• Pays prompt attention to requests for meetings, repairs, and supplies.

Accounting

• Oversees the posting of daily transactions and hospital invoices, including mailing statements.

• Assists Practice Manager to collect on past-due accounts, returned checks.

• Oversees making bank deposits, watching daily increases in accounts receivable, and performing other duties as assigned.

Personal Conduct

• Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the employee handbook.

• 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 the start time. Follows hospital policies for reporting lateness or absences.

• Organizes work area and exercises time-management skills to maximize personal efficiency.

• Prioritizes tasks and handles multiple tasks in a calm, organized manner.

Additional Duties

• Performs other duties as needed and directed- including CSR duties, assistant duties (restraint for blood draw, radiograph, etc.) technician duties (anesthetic monitoring, drug calculations, blood draw, treatments, IV placement, intubation, etc.)

• Current needs of Straley Veterinary Associates are a technician to monitor anesthesia on Fridays.

Requirements

• Knowledge of general office practices and procedures, CSR (receptionist) duties, and telephone techniques.

• Demonstrated ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, and handle cash and other forms of payment.

• Experience assembling patient records, obtaining relevant information from clients, and accurately entering a variety of information in patient records.

• Ability to complete assigned tasks in the time allotted without direct supervision.

• Demonstrated ability to show empathy toward clients and treat clients and patients with respect and compassion.

• Excellent interpersonal communication skills.

• A commitment to outstanding client service.

• Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance.

• Ability to stay on task and work energetically for entire shift, sometimes exceeding 10 hours per day.

• Preferred: Knowledge of veterinary medical terminology and procedures and general computer skills.

• Preferred: Two or more years' recent experience in a veterinary facility.

• Preferred: Two or more years' recent experience leading or supervising a team.