Client Service Representative

Client Service Representative 

Being a Client Service Representative (CSR) in a veterinary office takes a special kind of person who is able to deal with both humans and animals alike. As a CSR your primary responsibility is to be efficient in any and all front desk operations. A CSR is the client’s first and last impression of Muddy Creek Animal Hospital and it is important that all clients feel welcome, safe and comfortable. CSRs are invaluable members of our hospital team, and we treat them that way. Come thrive in an environment that encourages learning and continued growth within the profession and become the bridge between pet owners and patient care. 

Essential Functions and Responsibilities:

·   Deliver exceptional customer service to pet owners in a polite and timely manner, both in person and over the phone

·   Respond with compassion and empathy in stressful and emotional situations

·   Schedule and confirm appointments, record keeping and organization, provide estimates and invoices for payment

·   Handle incoming phone calls, emails, and messages and determine the immediacy of care needed

·   Receive, send, and respond to emails, messages, faxes, and other online requests for products, prescriptions, or to answer questions

·   Communicate visit expectations to clients, maintain awareness of the front lobby and assist owners with pet management to minimize unsafe situations and client’s stress

·   Manage real and perceived emergency situations to maximize Client Service and minimize schedule disruption

·   Maintain a clean, stocked and orderly lobby and front office area

·   Educate clients on wellness plans, food and products sold in waiting room

·   Perform opening and closing procedures, end of day reports and deposits

·   Handle cash, check, credit card, and debit transactions, appropriately document financial transactions in the Practice Management System

·   Monitor and actively manage appointment schedules. Perform confirmation reminders, monitor “no show” and late appointments and cancelations and communicate with clients regarding policies on both

·   Data Entry: collect patient history records and upload to current patient file, medical records, client questionnaires, referral information, etc.

·   Distribute mail

·   Ensure that referral letters and lab results go to the corresponding veterinarians

·   Admit patients: ensuring that the patient is weighed and all information is current 

Skills and Qualifications:

·   High School Diploma or GED required

·   1-3 years’ experience in veterinary practice (or human medical practice) preferred

·   Experience with Avimark practice management software preferred

·   Computer experience with Microsoft Office suite products and proficiency required in front desk equipment (such as, fax machine, credit card machine, copy machine, and postage meter)

·   Must possess basic math skills to determine proper deposits, make change, and process payments utilizing credit card and check terminal

·   There must be a general understanding of veterinary terminology, situational understanding and being able to successfully communicate these situations with clients and veterinary team.

·   Able to phone and waiting room triage to determine the difference between an emergency and a routine office visit

·   Excellent communication skills with clients and team members

·   Proficient time management, ability to problem solve, learn, and handle multiple tasks

·   Enthusiastic team player with a patient, and positive professional attitude.

·   Must be able to work seated for a majority of day

·   Must be able to lift up to 30 lbs occasionally

Benefits and Perks:

·   Short Term Disability paid for by employer 

·   Complimentary Life Insurance $25,000; with options to purchase additional voluntary benefits for self or family 

·   Company Sponsored Employee Assistance Program (Headspace)

·   401K with 100% company match up to 3% and 50% company match up to 5%, eligible after 6 months of employment

·   Kaiser/United Healthcare Insurance Plans with multiple options

·   Flexible Spending Account or Health Savings Account options 

·   United Healthcare Dental Insurance; includes a 100% paid premium option for team members

·   United Healthcare Vision Insurance options

·   Long Term Disability options

·   Progyny-Fertility and Family Building Support (up to $10,000)

·   Team Member Discounts for Pet Care

·   Paid PTO

·   LGBTQIA+ support with FOLX HEALTHCARE

·   Sword Digital Musculoskeletal & Physical Therapy Program

·   Referral Bonus Program

·   DailyPay on Demand 

Company Sponsored Employee Assistance Program (EAP) Muddy Creek Animal Hospital has been delivering optimal pet care since 1988. Our mission is to provide the best possible care to your pet by treating every animal as if it were our own. This means our veterinarians pay extreme attention to detail and work hard to provide consistently compassionate care. We are proud to provide service to our local Maryland community, as well as the greater area, whenever their pets need us most! 

We are a proud United Veterinary Care Partner hospital. United Veterinary Care supports the unique culture and individuality of each partner hospital while empowering the hospital teams in their care for patients. One of our goals is to support our community of hospitals in creating sustainable, fulfilling careers in a profession we love.