Client Services Lead

Reports to: CSR Supervisor

Summary

The Client Care Representative is the client’s first contact when calling or visiting the practice and as such, represents the professional image of the practice to callers and visitors. The CCR answers telephones, greets clients, prepares patient files, receives and relays client correspondence, and updates client financial records. The exceptional CCR has the ability to diffuse negative client situations and foster client bonding.

The Head Client Care Representative handles all duties of the CCR position as well as lead and train others in the CCR team, inventory management of office supplies, and oversees all aspects of the front desk. Approximately 85% of your time should be spent doing CSR duties. While performing these duties, you should be observing and evaluating other CSRs to guide and assist them. You are also setting an example for all other team members. Delegate receptionist tasks that can be handled by others to focus on management duties. The other 15% of your time should be devoted to management duties, including special projects, implementation of new technology and/or procedures, and employee management (training, coaching, etc). Prioritize projects and complete them in order of importance.

Be part of the Inventory Team and available for Inventory after hours quarterly. Work well and in conjunction with the management team consisting of Tech Supervisor, all DVMs, Managing Doctor, Office Manager, and Hospital Manager.

Responsibilities

• Provide strong leadership and supervision to CCRs.
• Understand which tasks must be prioritized and refrain from excessive conversation that distracts from the task at hand.
• Maintain a positive, cooperative relationship with all other employees and give respect to coworkers even when busy or hectic.
• Maintain and/or exceed standards of performance to effectively keep the front desk and the hospital running smoothly.
• Ensure the daily checklist is completed, up to date, and turned in accordingly.
• Direct the flow of traffic to ensure appointments are running on time. Communicate with the team and clients if running behind and find solutions to minimize wait times.
• Logically schedule appointments, recognize gaps in the schedule, and address them accordingly.
• Use Vetcome PIMS accurately, enter information correctly, and audit data.
• Provide support and assistance with coaching and professional development of CSRs.
• Correct others’ mistakes with tact and respect.
• Assist with developing and implementing ways to improve staff morale. CCRs need to know they are vital to the operation and are appreciated.
• Provide instruction and training to the CCRs, with emphasis on client education and product distribution.
• Assist with employee evaluations and mediate any interpersonal problems.
• Meet regularly with the office manager, technician manager, and hospital manager to discuss problems or improvements.
• Assist with emergency scheduling as needed.
• Oversee all customer service interactions, bond with clients and patients, and maintain a positive environment.
• Implement and ensure all new and old policies/procedures are followed consistently.
• Promote the hospital’s vision statement.
• Oversee the hospital’s appearance to the public (e.g., outside grounds, waiting room, retail area) and promptly address any areas of concern.
• Handle sub-professional questions or direct them to the correct individual.
• Accurately explain payment policy and accepted forms of payment.
• Use authority to “make right” as deemed fair to ensure all clients leave satisfied. If unsure, inform the client that the office manager will follow up.
• De-escalate disgruntled clients, listen, and offer solutions if possible.
• Attend all staff meetings and implement changes associated with the front desk.
• Verify close batches reconcile.
• Perform other duties as assigned by management.

Qualifications

• High school diploma
• People Management Experience (2 years minimum)
• Ability to obtain Vet Assistant Controlled Drug Handling Permit
• Pass Employment Background Screening

Skills and Abilities

• Excellent oral and written communication
• Organized and meticulous
• Knowledge of basic veterinary terms and procedures
• Knowledge of basic computer skills
• Patience and respect for clients, patients, and employees
• Ability to deal with fast-paced and stressful situations

Physical Demands

• Standing and walking 50% of the time
• Computer work
• High-stress environment

Work Environment

Fast-paced veterinary hospital.

Pay

Base salary of $26.00/hr - $31.00/hr

Schedule

The Lead CSR will be scheduled to work 30-40 hours per week, including mornings, evenings, and weekends. Team members will have the opportunity to earn overtime pay for hours worked over 40 per week.

Benefits

• Medical, Vision, and Dental insurance
• 401(k)
• Health Savings Account
• Paid time off
• Employee discounts