Team Member/Call Center/Customer Service

As a Team Member, your duties will include but may not be limited to keeping accurate medical records, clerical work, client education, promotion of hospital products and services and support of the practice manager and other team members. This position requires a practical knowledge of the hospital’s procedures, policies and services; client and patient treatment protocols; data transcribing; word processing and the standard procedures, records and terminology used in the veterinary hospital.

Client Relations

• Greet clients and pets by name immediately upon entering.
• Ensure that the reception area and exam rooms have up-to-date reading materials, activities for children and are clean and odor free.
• Check that addresses and phone numbers on medical records are current.
• Ask client’s to weigh pet at each hospital visit and record in medical file
• Schedule appointments and surgeries. Provide clients with pre-appointment and pre-surgical recommendations i.e. fasting prior to appointment.
• Answer phone calls in a friendly and professional manner. You will route calls to the proper team members, answer inquiries about services and/or products and provide knowledgeable advice concerning the care and treatment of animals. Medical advice is not to be provided, unless specifically instructed by the doctor.
• Record all conversations with clients including first name and time of call in medical records as dictated by clinic standards.
• Call to confirm next day appointments.
• Follow established hospital policies and procedures when referring clients with complaints of acute symptoms. You must determine the nature of the animal’s injury or illness and reassure distressed pet owners. You will also determine whether immunizations and tests are current and recommend updates when necessary.
• Fill prescriptions and provide routine instructions to owners concerning medications.
• Reaffirm doctor recommendations at completion of appointment
• Address clients as Mr., Mrs., or Miss and always refer to the veterinarian as Doctor. Do not use the doctor’s first name in the presence of clients.

Fees

• Prepare invoices, collect and process payments. This will include making change, processing credit cards and debit payments, and checks as well as counting the cash box. You must verify the eligibility of clients with charge accounts (where applicable). Print the end of day financial balances ensuring they are accurate.
• Know the fees for routine services so that you can inform your clients.
• Explain all invoices in detail to clients. If you cannot answer their questions regarding fees, speak with the attending LVT/Doctor or Manager. Do not allow any financial discrepancy to go unresolved.
• End of day/shift balancing of cash.

Administration

• Enter data manually or by computer and retrieve and modify sorted records. You will follow specific protocols to transcribe information, set up programs, and establish program controls.
• Data you will enter, modify or retrieve includes: the patient reminder lists; receipts or invoices to update medical and financial records and accounting
• Maintain adequate supply of client education material at the front desk i.e. Brochures, handouts etc.
• Regularly update client information area in the hospital
• Schedule referral appointments and confirm date and time with client.
• Inform client of any necessary preparation prior to appointment.
• Review charts of all discharged patients for completeness. You must also make new appointments and note changes in patient status when necessary. Based on your review, you will refer charts to a doctor or RVT for further review. At that time, you must ensure that the clients have met all financial obligations or that acceptable alternative arrangements have been made.
• Maintaining the appointment schedule.
• Preparing information packets- new client folders, new puppy and kitten packages, dental packages, etc.
• Receiving clients, out-patients, in-patients, animals to be euthanized and emergencies.
• Ensure all treatment, surgery, boarding forms are signed and an emergency number is left.
• Admit/discharge or delegate admittance/discharge of boarders/surgeries/flea baths etc to animal care personnel.
• Maintenance of the overnight care schedule
• Update patient records
• Keep reception desk and area tidy and clean
• Clean up after pet accidents in the waiting area
• Water and maintain plants in waiting and exam rooms
• Collect specimens clients bring in for laboratory analysis, label and take to the lab area. Make notation of receipt of the specimen including the date and time of collection in the appropriate patient record to ensure they are done and the owner is notified of the results. Place corresponding medical chart in appropriate area.
• Follow up with overdue clients

Marketing and Promotion

• Promote in-hospital ancillary services such as overnight care, nail trims, baths, etc.
• Market over the counter pet accessories. You will be required to show knowledge and salesmanship abilities. You must be able to explain and demonstrate products, answer questions, record sales, make change, and wrap or bag merchandise.
• Help update client files and prepare and mail thank-you, sympathy and welcome cards.
• Promote practice protocols through client education using the appropriate terminology. You must be well-versed in the subjects of parasites, vaccinations, routine surgeries, heartworm and flea prevention etc.

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work Location: In person