Client Service Representative

Client Service Representative Job Duties And Responsibilities

• Professionally receives incoming calls on the telephone, using prescribed telephone techniques.
• Schedules client appointments and addresses client questions including calling clients back.
• Creates new patient accounts, schedules appointments and collects information to make necessary updates.
• Follows established policies and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in hospital procedures, and other services that require the doctors and technicians’ time.
• Contacts clients with scheduled outpatient or pre-surgery appointments to remind them of the time and appointment requirements.
• Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc.
• Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital.
• Responsible for advising hospital staff about incoming emergencies.
• Demonstrates a full working knowledge of Vetcove procedures and functional applications.

During a Visit

• Greets clients with a cheerful and professional attitude and makes them feel welcome during their entire time in the clinic.
• This includes assisting them in a timely manner and ensuring that someone is in contact with the client from arrival to departure.
• Completes client check-ins and check-outs, preparing all required forms such as in-house patient and client forms, health certificates, euthanasia forms, vaccination certificates, handouts, rabies tags and certificates, consent and release forms, pre-surgery instruction sheets, etc.
• Schedules follow-up medical progress exams and/or appointments for additional healthcare as directed by a doctor.
• Aids emotional and/or grieving clients by escorting them to a private room.
• Provides education on products and services and responds to routine medical care questions.
• Follows up with clients via phone after a patient visit/surgery or to schedule a doctor recommended treatment.

Following a Visit

• Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.

Operational

• Fulfills time clock procedures for clocking in and out at the start and end of the shift and reports to work on time for each shift.
• Maintains a clean and tidy front office, maintaining a professional appearance at all times.
• Assists the CSR Supervisor with special projects during slow times.
• Ensures there is a sufficient supply of hospital forms and office supplies and reorders the needed supplies on a timely basis, or notifies the Inventory Manager well in advance, so that inventory never runs out.
• Adheres to scheduling guidelines and protocols.
• Makes overdue reminder and confirmation calls to clients.
• Assists CSR Supervisor with additional clinic tasks as needed.

Financial

• Provides cost estimates and prepares client invoices while informing clients of credit policies and any outstanding balances.
• Enters charges accurately into the computer using appropriate codes and taking client payments.
• Performs end of day flow daily. Including: balancing out the cash drawer at completion of the day's business, preparing bank deposits, running end of day reports in Vetcove, etc.

Medical Knowledge

• Knowledge of medical terms and pharmaceutical names.
• Performs over the counter sales of merchandise such as food and special diets, shampoos, etc.
• Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs including medical products such as microchips and can assist with pet insurance.
• Conveys the clinic message related to Quality Patient Care and helps educate the client with non-medical patient care.

Success Factors/Job Competencies

• Demonstrates competency in clinical judgment and client communications.
• Commitment to PPVC values
• Time management - the ability to organize and manage multiple priorities
• Strong team player
• Excellent interpersonal and communication skills
• Able to take accountability for one's position and actions.
• Full-time status with schedule flexibility
• Strong client service skills
• Strong de-escalation capabilities
• Strong conversational accountability skills

Qualifications

• Knowledge of telephone etiquette and Client Service Excellence
• Basic veterinary medical knowledge, including products and services, is desired
• English language and written skills required
• Familiar with the use of policies, reports, and form completion

Skills

• Excellent telephone skills
• Excellent oral and written communication skills
• Interpersonal skills including working in a team environment
• Handling difficult situations, including emergencies
• Basic computer skills (Microsoft Office and E-mail)
• Strong organizational skills with ability to multi-task and still attend to details
• Typing skills (accuracy)
• Payment handling and basic finance skills
• Ability to handle escalated situations and client concerns.

Abilities

• Professional and courteous
• Flexible
• Willingness to learn
• Ability to remain calm under pressure
• Attention to detail
• Time management
• Works well in team and fast-paced environment
• Adherence to procedures and protocols
• Takes initiative
• De-escalation

Education/Experience

• High school degree
• Bachelor's degree a plus
• Prior client service experience is required