Job Description
Summary
The Client Service Representative is our primary source of first impressions. You are the first point of contact for clients and patients visiting or calling the veterinary hospital. You will provide exceptional customer service and clerical support to ensure smooth and efficient hospital operations. You are responsible for scheduling appointments, greeting clients, managing patient records, and performing other administrative tasks as required.
Essential Duties and Responsibilities
Client Communications
- Can conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks. Considerable tact and diplomacy is required.
- Can deal intelligibly, pleasantly and efficiently with clients, often doing several things at one time.
- Can present treatment plans and fees in a positive light while supporting hospital payment policies.
- Can easily remember clients and patients names and use them.
- Ensures that up to date information is disseminated to all of the appropriated team members.
- Can compassionately and effectively communicate with clients in a variety of methods such as verbal, email, text.
Veterinary Knowledge
- Understanding of veterinary terminology, surgical procedures, and medications.
- Ability to interoperate veterinary medical records to ensure that the proper items are included in the patient's medical record with the appropriate charges.
- Customer Service Representative may be called upon to help in the treatment of medical cases as the need arises.
Admitting/Discharging Patients/Cash Handling
- Admit and discharge patients on the doctor's orders, being especially careful to ensure that the patients being discharged are in a medically appropriate state.
- Answer client questions one-on-one on various aspects of animal care up to but not limited to, controversial items and/or those best left to the veterinarians.
- Pass on information/advice from the practitioners, reinforce through discussion the proper care and procedures that should be followed at home.
- Admit patients and handle medical record entries accurately.
- Determine if additional deposits are required and communicate financial updates with clients. Prepare patients for discharge according to veterinarian instructions.
- Dispense prescribed medications to clients. Discuss dosing and administration instructions to ensure that clients understand the use of prescribed products. Advise clients of common side effects dispensed medications as instructed by doctors.
- Communicate discharge instructions, as instructed by doctors. Ensure they have no questions regarding instructions.
- Can accurately handle payment transactions.
Hospitality
- Can consistently put themselves in a place of the client and show appropriate empathy, care, and concern.
Record Keeping/Filing
- Schedule appointments appropriately and according to Binder Animal Hospital's Standard Operating Procedure. Ensure patient needs/temperament and prior DVM recommendations are taken into consideration.
- Review all inpatient's records at the beginning of every shift to verify all charges are up to date and correct.
- Prepare all outgoing lab samples for shipment: complete lab request forms, make 2 copies; create way bill if applicable.
- Ensure lab charges and shipping charges are entered into the invoice.
- Can accurately record results of tests, treatments and medical notes.
- Accurately and efficiently distribute emails, faxes, and incoming lab work to the appropriate team member.
Organization/Time Management
- Can work almost constantly in the presence of other staff members and clients.
- Understands and carries out oral and written directions.
- Ability to delegate to appropriate Team Members and follow through to ensure completion.
Facility Maintenance
- Understands the importance of a clean and orderly facility, does not hesitate to clean or organize as part of a normal job duty.
- Can offer proper upkeep for and troubleshoot hospital equipment including computers, and other equipment.
Job Tags
Shift work,