Client Services Representative
About Us
Mason Family Pet Hospital is currently seeking to hire Client Service Representatives (Reception) to support our fast-paced, multi-doctor veterinary practice. Over the past 20 years, we have served the Mason community by providing high-quality care to our patients and an excellent experience to our clients. We understand the stress of working in the veterinary field and strive to maintain a fun, relaxed, and supportive environment for our team members.
Why Choose Mason Family Pet Hospital?
Great Atmosphere – We work together as a team and support each other to ensure the success of the hospital as a whole. We take our jobs seriously, but not ourselves!
Competitive Pay – In addition to a competitive hourly rate, full-time team members are eligible for quarterly bonuses through our Site Incentive Plan bonus program!
Excellent Benefits – Includes health, dental, vision, and additional protections for full-time team members, along with wellness programs like Talk Space and SupportLinc services. A 401k program with company match is also available.
Flexible Schedule – Closing at 6 PM through the week, limited Saturday hours, and no Sundays allow you to balance work with personal time. Full-time team members also get paid vacation, sick time, paid holidays, and even a birthday off!
Generous Employee Discounts – All regular employees receive discounts on goods and services ranging from 20% to 100%, annual scrub & uniform allowances, and partner discounts at local emergency clinics!
Continued Growth – We offer training and education opportunities, including lunch and learn sessions with vendor partners and mentorship with senior staff members. We also sponsor employees through our Penn Foster partnership program.
Job Summary
The Client Services Representative is a crucial member of the hospital team who interacts directly with hospital leadership and supporting medical staff to provide exceptional customer service and maintain a smooth flow of clients and patients through the hospital. Key responsibilities include:
Greeting clients, determining their needs, and completing the check-in and checkout process.
Modeling a professional and courteous manner with staff and clients.
Scheduling clients for prompt treatment, vaccinations, rechecks, surgeries, and other services requiring the doctors and technicians' time.
Helping with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.
Pulling patient charts for daily scheduled appointments and collecting necessary updates, including creating new charts when needed.
Aiding technicians in filling prescriptions and providing routine instructions on medication administration.
Performing over-the-counter sales of merchandise such as food, special diets, shampoos, flea and tick control products, heartworm, etc.
Demonstrating a technical knowledge of products and assisting clients with their product needs.
Invoicing clients, collecting fees, making change, imprinting credit card forms, and obtaining authorization for credit charges following the hospital's policies.
Advising hospital staff about incoming emergencies and demonstrating basic emergency procedures.
Maintaining the appearance and cleanliness of the waiting room and reception area, including restocking products, office supplies, client educational materials, hospital brochures, etc.
Preparing and sending welcome letters, new client information packets, referral and thank you letters, condolences, long wait notes, and other correspondence for the doctors and/or Hospital Manager.
Demonstrating a full working knowledge of PIMS procedures and functional applications.
Skills and Basic Qualifications
High school diploma or GED required. Bachelor’s degree preferred.
Prior client service experience in related areas preferred but not required.
Proper telephone etiquette and client service excellence.
Basic veterinary medical knowledge, including products and services.
Excellent oral and written communication skills.
Basic computer skills (Microsoft Office, e-mail, and practice management software experience preferred).
Strong organizational skills with the ability to multi-task and attend to details.