Veterinary Client Service Representative

Description

Some of the responsibilities you will own in this role:

• Greets and makes eye contact when entry door opens to offer every client, visitor or associate a warm and professional acknowledgement immediately upon arrival.
• Demonstrates a friendly smile, good eye contact and approachable demeanor.
• Uses appropriate behavior and body language to match the client’s level of concern.
• Listens empathetically.
• Communicates effectively, politely, and with high levels of customer service with clients and co- workers.

• Ability to work well with others.
• Friendly and hard-working attitude.
• Assesses, immediately upon arrival, each client’s unique need, as well as the pet’s general condition.
• Routes emergency calls.
• Promptly processes accurate and thorough admission and check out procedures, including collection of associated fees.
• Collaborates with nursing staff to ensure clients’ wait times in the lobby and exam rooms are minimized.
• Acts as a liaison to clients, frequently keeping them informed of delays. Connects clients with other associates to facilitate answers to questions.
• Monitors lobby for soiling or clutter and arranges clean up as needed.
• Answers telephones using proper etiquette and tone as determined by established standards.
• Responds to non-patient calls or visitors and connects them to the appropriate associates.
• Confirms all appointments in advance, ensuring clients receive accurate information about preparing their pet for the appointment.
• Cancels appointments as necessary.
• Explains aftercare options to clients and completes deceased pet aftercare forms.
• Offers emotional support and resource materials to grieving clients in a compassionate and discreet manner.
• Serves as a liaison between clients and service agencies during handling of pet remains by ensuring a complete, accurate and compassionate process.
• Documents client communication in hospital operation software. Medical Record Processing. Prepares medical records prior to appointments.
• Attaches loose forms to medical records and files promptly.
• Delivers and sends faxes, email and other correspondence promptly to the correct individual. Reconciles daily receipts to hospital operation system figures.
• Maintains cash drawer at specified amount by making change accurately for client payments made in cash.
• Explains payment options to clients.
• Records and processes payments and completes accounting logs.
• Explains Care Credit and submits Care Credit applications.
• Displays legible handwriting and records digital information free of spelling, grammatical and calculation errors.
• Uses a professional written and verbal tone in communication.
• Owns, troubleshoots, handles and follows up on problems as they present.
• Seeks assistance with solving problems as necessary while taking responsibility for facilitating the outcome.
• Uses hospital operation software to look up and document client and patient history.
• Confirms and accurately enters new client information, patient information and primary care veterinarian information.
• Demonstrates competence with telephone system features, including hold, transfer, voicemail, overhead paging.
• Routes client complaint calls to a manager if unable to resolve quickly.

Preferred Qualifications

• High school graduate.
• Previous experience in a medical or veterinary office preferred.
• Works efficiently in a busy hospital environment and proactively identify tasks required to ensure optimum client care and hospital organization.
• Legibly and accurately document patient, client and primary care veterinarian information and other hospital communication; display attention to detail.
• Maintains a calm demeanor during emergency situations; relate effectively with various personalities and sense when someone is in distress; demonstrate sincere compassion.
• Effectively and professionally communicate verbally with coworkers, doctors and clients; handle confrontation with grace.
• PC proficient.
• Think quickly and problem-solve with sound judgment.
• Perform and document basic financial calculations accurately.
• Occasionally exposed to airborne particles and illness from patients and chemicals related to animal care and office equipment.
• Applicants must consent to and pass both a thorough background check and drug screening test

Benefits

• Paid time off
• Health, dental, vision, and life insurance
• Employee discounts
• Flexible schedules
• 401K with company match
• Training and career development

About Austin Urban Veterinary Center