Client Service Representative

About Osage Animal Hospital
Osage Animal Hospital offers comprehensive veterinary care for dogs and cats. Our hospital is equipped for in-house blood work diagnostics, advanced surgery, radiology and computed tomography (CT scan), dentistry, full pharmacy, prescription diets, state-of-the-art boarding and grooming, and much more.

Position Purpose

Reporting into the Practice Manager, the Client Service Representative (CSR), provides an exceptional experience to our clients during every interaction. In addition to continually engaging the client, the CSR performs practice administrative tasks such as record maintenance and appointment tracking. The CSR manages practice reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing and mail services. The CSR applies practical knowledge of practice processes and services, the basic rules and regulations governing visitors and animal patient treatment, and veterinary record requirements and terminology to ensure every patient is well-cared for and every client has an exceptional experience.

CSR Competencies

· Patience & Compassion: Remaining professional while still making Doctors, teammates, clients, and patients feel as comfortable as possible regardless of the situation or challenges presented. Responding quickly and calmly to crisis while maintaining a high standard of patient care.

· Collaboration & Teamwork: Carefully coordinating actions with Doctors and practice team members. Providing feedback appropriately and in a timely manner. Quickly incorporating feedback to ensure positive results. Sharing ideas and being open to other’s ideas.

· Communicating: Conveying instructions to clients and teammates to ensure successful patient care.

· Active Listening: Following the instructions of Doctors and sometimes patient owners. Picking up the needs of Doctors and teammates based on prior experiences and feedback.

· Organization Skills: Clear tracking of lab specimens, medications, patient instructions, workflow, and other job-related items while managing multiple patients and clients.

· Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.

Essential Responsibilities

· Leads practice opening and closing procedures per Practice Manager instructions and practice procedures.

· Ensures all public areas are clean and presentable for patients; cleans and straightens areas including the front desk, reception area, waiting area, office, public bathroom(s) and exam rooms.

· Processes cash, checks, charge card payments and credit account payments.

· Schedules appointments for the clinic adhering to practice and Doctor preferences and ensure appropriate workflow.

· Assists in the updating of client/patient files, as needed.

· Prepares and sends client correspondence.

· Sends reminder notices to clients for periodic notifications; conducts re-calls to clients on a timely basis from a call back list.

· Performs a backup of the computer system on a regular basis, as directed.

· Performs and oversees the performance of posting daily business.

· Welcomes clients and patients to the practice with a warm and friendly demeanor and ensures an excellent experience during the practice visit.

· Answers incoming telephone calls applying proper telephone etiquette.

· Presents clients with medications, instructions, new client kits and any other take home items.

· Handles emergency situations with great care, patience, and following established clinic policies and procedures.

· Addresses client concerns in a calm appropriate manner, ensuring every experience ends in satisfaction.

Requirements / Qualifications

· Full or part-time

· Ability to work on weekends

· High school diploma or equivalent

· Previous veterinary experience preferred

· Client satisfaction references preferred

· Practices OSHA safety techniques including proper PPE

Benefits Offered

· Paid time off

· Health insurance; dental insurance; vision insurance

· Retirement benefits or accounts

· Bonus incentive

· Flexible work schedules

· Career and professional development

· Employee Assistance Program

· Employee Referral Program