Summary The Client Service Representative is our primary source of first impressions. You are the first point of contact for clients and patients visiting or calling the veterinary hospital. You will provide exceptional customer service and clerical support to ensure smooth and efficient hospital operations. You are responsible for scheduling appointments, greeting clients, managing patient records, and performing other administrative tasks as required.
Education High School Diploma or Equivalent
On-the-job training in veterinary field preferred
Personal Requirements - Genuinely enjoys working with people and is able to stay calm when clients are stressed or upset
- Genuinely enjoys working with animals and is able to safely handle them when they are stressed, ill, or injured
- Can stay calm and efficient in the event of a medical crisis
- Is well spoken and approaches his/her job duties in a mature and professional manner
- Is experienced in a team centric approach and works well with all members and levels of the hospital team
- Has excellent communication skills
- Demonstrates a commitment to lifelong learning and strives towards personal and professional betterment
- Demonstrates Binder Animal Hospital's core values
- Strives to exemplify Binder Animal Hospital's mission statement
- Can maintain a positive cooperative relationship with coworkers
Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations when only limited standardizations exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or scheduled form.
Computer Ability To perform this job successfully, an individual should have knowledge of work processing software, spreadsheet software, and veterinary management software (e.g. Cornerstone)
Essential Duties and Responsibilities Client Communication
- Can conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks. Considerable tact and diplomacy is required.
- Can deal intelligibly, pleasantly and efficiently with clients, often doing several things at one time.
- Can present treatment plans and fees in a positive light while supporting hospital payment policies.
- Can easily remember clients and patients names and use them.
- Ensures that up to date information is disseminated to all of the appropriate team members.
- Can compassionately and effectively communicate with clients in a variety of methods such as verbal, email, and text.
Veterinary Knowledge
- Understanding of veterinary terminology, surgical procedures, and medications.
- Ability to interoperate veterinary medical records to ensure that the proper items are included in the patient's medical record with the appropriate charges.
- Customer Service Representative may be called upon to help in the treatment of medical cases as the need arises.
Admitting/Discharging Patients/Cash Handling
- Admit and discharge patients on the doctor's orders, being especially careful to ensure that the patients being discharged are in a medically appropriate state.
- Answer client questions one-on-one on various aspects of animal care, up to but not limited to, controversial items and/or those best left to the veterinarians.
- Pass on information/advice from the practitioners, reinforce through discussion the proper care and procedures that should be followed at home.
- Admit patients and handle medical record entries accurately.
- Determine if additional deposits are required and communicate financial updates with clients. Prepare patients for discharge according to veterinarian instructions.
- Dispense prescribed medications to clients. Discuss dosing and administration instructions to ensure that clients understand the use of prescribed products.
- Advise clients of common side effects dispensed medications as instructed by doctors.
- Communicate discharge instructions, as instructed by doctors. Ensure they have no questions regarding instructions.
- Can accurately handle payment transactions.
Hospitality
Can consistently put themselves in a place of the client and show appropriate empathy, care and concern.
Record Keeping/Filing
- Schedule appointments appropriately according to Binder Animal Hospital's Standard Operating Procedure. Ensure patient needs/temperament and prior DVM recommendations are taken into consideration.
- Review all inpatient records at the beginning of every shift to verify all charges are up to date and correct.
- Prepare all outgoing lab samples for shipment: complete lab request forms, create way bill if applicable.
- Ensure lab charges and shipping charges are entered into the invoice.
- Can accurately record results of tests, treatments, and medical notes.
- Accurately and efficiently distribute emails, faxes, and incoming lab work to the appropriate team member.
Organization/Time Management
- Cana work almost constantly in the presence of other staff members and clients.
- Understands and carries out oral and written directions.
- Ability to delegate to appropriate team members and follow through to ensure completion.
Facility Maintenance
- Understands the important of a clean and orderly facility, does not hesitate to clean or organize as part of a normal job duty.
- Can offer proper upkeep for and troubleshoot hospital equipment including computers.