Client Service Representative at Advanced Veterinary Care Group

About the role

Advanced Veterinary Care Group is an innovative concept designed to redefine how high-quality veterinary healthcare is delivered. As a Client Service Representative (CSR), you will provide an exceptional experience to clients during every interaction, while performing administrative tasks such as record maintenance and appointment tracking. You will manage practice reception (visitor and telephone), veterinary medical records, accounts maintenance, cash processing, data entry, word processing, and mail services. This role applies practical knowledge of practice processes, regulations, and veterinary terminology to ensure every patient is well-cared for and every client has an exceptional experience.

Responsibilities

• Leads practice opening and closing procedures per Practice Manager instructions and practice procedures.
• Ensures all public areas are clean and presentable for patients; cleans and straightens areas including the front desk, reception area, waiting area, office, public bathroom(s), and exam rooms.
• Processes cash, checks, charge card payments, and credit account payments.
• Schedules appointments for the clinic adhering to practice and Doctor preferences to ensure appropriate workflow.
• Assists in updating client/patient files as needed.
• Prepares and sends client correspondence.
• Sends reminder notices to clients for periodic notifications; conducts re-calls to clients on a timely basis from a call-back list.
• Performs a backup of the computer system on a regular basis, as directed.
• Performs and oversees the posting of daily business.
• Welcomes clients and patients with a warm and friendly demeanor, ensuring an excellent experience during their visit.
• Answers incoming telephone calls applying proper telephone etiquette.
• Presents clients with medications, instructions, new client kits, and any other take-home items.
• Handles emergency situations with care, patience, and following established clinic policies and procedures.
• Addresses client concerns in a calm and appropriate manner, ensuring every experience ends in satisfaction.

Competencies

• Patience & Compassion: Remaining professional while making Doctors, teammates, clients, and patients feel comfortable regardless of the situation or challenges. Responding quickly and calmly to crises while maintaining high standards of patient care.
• Collaboration & Teamwork: Coordinating actions with Doctors and practice team members. Providing and incorporating feedback appropriately and in a timely manner to ensure positive results. Sharing ideas and being open to others’ ideas.
• Communicating: Conveying instructions to clients and teammates to ensure successful patient care.
• Active Listening: Following instructions from Doctors and patient owners. Picking up the needs of Doctors and teammates based on prior experiences and feedback.
• Organization Skills: Tracking lab specimens, medications, patient instructions, workflow, and other job-related items while managing multiple patients and clients.
• Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.

Requirements

• Ability to work on weekends as required.
• High school diploma or equivalent.
• Previous veterinary experience preferred.
• Client satisfaction references preferred.
• Practices OSHA safety techniques, including proper PPE.

Benefits

• Paid time off.
• Health insurance; dental insurance; vision insurance.
• Retirement benefits or accounts.
• Bonus incentive.
• Flexible work schedules.
• Career and professional development.
• Employee Assistance Program.
• Employee Referral Program.

Benefits offered may vary depending on full or part-time employment status according to company policy.

Pay

USD $17.00 - USD $19.00 /Hr.