Customer Service Representative

Primary Responsibilities

• Answers incoming telephone calls by the third ring, using proper telephone etiquette.
• 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 hospital 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.
• Schedules recheck appointments, confirms appointments and pre-surgical instructions.
• Maintains knowledge of current wellness-care standards and common medical problems.
• Maintains current client contact information.

Appointment Scheduling

• Schedules outpatient, surgical and hospitalized patients using a computerized scheduling program.
• Schedules appointments in accordance with established hospital guidelines, allocating the appropriate amount of time (15, or 30 minute appointments) according to the type of visit.
• Schedules appointments to meet the clients’ needs and most efficiently use veterinarians’ and staff members’ time.

Recordkeeping and Filing

• Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
• Retrieves and re-files medical records accurately and promptly.
• Purges inactive files as directed.
• Updates client files and patient records as needed.
• Emails medical records to requesters, with client’s permission.

Procedures and Protocols

• Adheres to all hospital policies, standards, and procedures, including but not limited to dress code, 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 by taking advantage of staff meetings and in-house training.

Patient Admittance

• Completes required forms, such as the new client form, patient visit form, and client report, and obtains all necessary information.
• 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.
• Traits urgent-care patients and communicates with the medical team as appropriate.

Cash Handling

• Accepts payments from the client.
• Accurately processes cash, checks, charge card payments, and credit account payments.
• Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit as needed, and presenting reports and deposit receipts to the Practice Manager or owner.

Facility Maintenance

• Aids staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms.
• Opens the practice and sets up for the morning as directed.
• Closes the practice for the evening as directed.

Personal Conduct

• Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
• Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
• Adheres to the posted work schedule.
• Arrives for work promptly and begins work at the start time.
• Follows hospital policies for reporting lateness or absences.
• Utilizes Workday to clock in and out at the beginning and end of each day as well as breaks.
• Organizes work area and exercises time-management skills to maximize personal efficiency.
• Prioritizes tasks and handles multiple tasks in a calm, organized manner.

Benefits

At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.

We offer:

• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.
• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
• Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
• Generous paid time off and holidays, because your personal time matters.

Our supportive, collaborative environment where everyone feels a sense of belonging.