Client Service Representative

Job Description

Job Description

Description:

Valley Veterinary Service has it all! We have been AAHA certified for over 20 years, and we are very proud to serve the Mon-Valley and surrounding areas for over 50 years! Our dedicated Fear Free Certified team is committed to educating our clients at each and every visit. We encourage the building of healthy relationships between pets and their people by additionally offering behavior services with our own Certified Trainer. We set our standards very high, and our associates are caring, empathetic, and have a strong desire to be of service to others – both humans and their companion animals. Through our daily interactions with patients, we strive to maintain our strong and respected reputation built on integrity and a high level of care. Working here will remind you why you went into veterinary medicine in the first place! We are so proud of the legacy we have created in our community.

Position Overview

The purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff.

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. Our CSRs firmly believe in the quality of care provided and communicates this sense of assurance to clients. They understand our services and recommendations and clearly communicates them to clients.

Position reports to the Practice Manager. Periodically receives direction from veterinarians.

Telephone Communication & Client Relations

• Answers incoming telephone calls by the third ring using proper telephone etiquette. This includes using a three-part greeting and asking callers before placing them on hold.
• 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.
• Follows established clinic 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 re-appointments and confirms appointments and pre-surgical instructions.
• Maintains knowledge of current wellness-care standards and common medical problems.
• Maintains current client contact information.

Hospitality

• Welcomes clients and patients to the practice and makes them comfortable, including greeting clients, offering coffee, and showing them to the waiting area.
• Monitors appointment schedule and communicates with clients about wait times.
• Uses the client’s and pet’s names to personalize communication.
• Distributes new-client paperwork and gifts to all new clients.

Appointment Scheduling

• Schedules outpatient, surgical, hospitalized patient, and boarding appointments using a computerized scheduling program.
• Schedules appointments in accordance with established hospital guidelines, allocating the appropriate amount of time according to the type of visit. Maintains slots for emergencies and helps keep the practice on schedule.
• Inquires as to which veterinarian the client wishes to see when scheduling an appointment. If no preference is expressed, schedules as appropriate and gives the name of the veterinarian to the client. Schedules follow-up visits with the appropriate veterinarian.
• Schedules appointments to meet the clients’ needs and most efficiently use veterinarians’ and staff members’ time.

Computer Use and Maintenance

• Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
• Generates financial and other reports (e.g., call-back lists and appointment lists) using the computer system, as directed.
• Prints client correspondence, such as reminder cards and letters, thank you letters, and new-client letters.

Marketing and Client Education

• Promotes the practice to persons inquiring about the practice, fees, and products/services.
• Educates clients regarding preventive medicine and vaccination requirements. Informs clients of suggested procedures to maintain their pets’ good health.
• Distributes handouts, new client kits, hospital brochures, and “giveaways,” such as hospital leashes, pet carriers and magnets to clients.
• Promote the practice’s products and services to clients, making suggestions when appropriate.
• Mails sympathy cards to clients.

Procedures and Protocols

• Adheres to all hospital policies, standards, and procedures, including uniforms, 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 and skills by taking advantage of in-house education materials (e.g., CDs, books, and videos) and by participating in continuing education, staff meetings, and in-house training.
• Attends all staff and departmental meetings as requested.

Recordkeeping and Filing

• 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.
• Faxes medical records to requesters, with client’s permission.
• Processes returned mail/postcards. Contacts client to verify and correct contact information.

Patient Admittance

• Retrieves client records and prepares forms needed in advance of clients’ arrival.
• 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, new client kits, 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, credit account payments, and post-dated checks. Accurately invoices coupons and gift certificates.
• Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the Practice Manager or owner.
• Establishes credit in accordance with hospital policies and Practice Manager’s authorization.

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.
• Maintains and replenishes refreshment area.
• Opens the practice and sets up for the morning as directed.
• Closes the practice for the evening as directed.

COMPENSATION & BENEFITS

• Hourly compensation offered will carefully consider a wide range of factors, including skills, qualifications, experience, and location.
• 401k with 3% employer matching
• Eligibility to participate in Employee Stock Option Program when launched
• Medical, dental, and vision insurance (available after 30 days). Paid 100% for full-time employees - Buy-up medical plan available. Additional family member coverage available at the employee’s expense
• Healthcare Reimbursement Account benefits
• PTO: 2 weeks PTO year one, 4 weeks year two+6 flex/bereavement/sick days + 6 paid holidays (available after 90 days)
• Short-term and long-term disability insurance
• Life Insurance and AD&D – Employer paid for the employee
• Additional voluntary benefits for Critical Illness, Additional Life and AD&D available
• EAP Wellness and Work/Life coaches & services
• Pet care discounts
• Scrub allowance

Our Community: Rostraver Township is one of Pennsylvania's most scenic and fastest growing townships and continues to be one of the most desirable places to live. A wonderful community close to Pittsburgh, more than 300 businesses contribute to Rostraver's reputation as the finest and largest shopping area with a small-town atmosphere. Residents of all ages enjoy our historical, educational and recreation opportunities. The many outdoor opportunities in the Township remain a constant source of pride for our community. Cedar Creek Park offers activities ranging from exploring the unspoiled beauty of the natural gorge, to enjoying a free concert series at the park amphitheater. If you love sports, you have the chance to participate in everything under the sun including softball, baseball, soccer, and basketball. With our unique history, this is a wonderful place to work, play and raise a family.

• Education equivalent to the completion of the 12th grade.
• Knowledge of general office practices and procedures, 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 animals 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: Ability to type 45 words per minute and use a 10-key adding machine.
• Preferred: At least two years’ recent experience in an office or medical environment, with increasing responsibilities.