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INTRODUCTION

At Paw Prints Veterinary Clinic, the Client Service Representative’s main responsibility is to provide exceptional client service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. More specifically, the Client Service Representative is responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. The position requires a practical knowledge of the clinic’s procedures and policies. The Client Service Representative is expected to perform the office duties related to patient care and treatment and to assist the Hospital Manager and doctors as needed.

This is a full time position; scheduled days and hours may vary based on hospital needs. Every other Saturday availability is required on a rotation. This position may require standing for long periods of time and some heavy lifting may be involved.

The Client Service Representatives report to the CSR Supervisor and in her absence, the Hospital Manager.

CLIENT SERVICE REPRESENTATIVE JOB DUTIES AND RESPONSIBILITIES

Before a Visit:

- Professionally receives incoming calls on the telephone, using prescribed telephone techniques. Uses service excellence to address needs of prospective clients.
- Schedules client appointments and addresses client questions including calling clients back.
- Creates new patient accounts, schedules appointments and collects information to make necessary updates.
- Follows established policies and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in hospital procedures, and other services that require the doctors and technicians’ time.
- Contacts clients with scheduled outpatient or pre-surgery appointments to remind them of the time and appointment requirements (for example, stool samples for fecals or withholding any food and water).
- Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc.
- Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.
- Demonstrates a full working knowledge of Vetcove procedures and functional applications.

During a Visit:

- Greets clients with a cheerful and professional attitude and makes them feel welcome during their entire time in the clinic. This includes assisting them in a timely manner and ensuring that someone is in contact with the client from arrival to departure.
- Completes client check-ins and check-outs, preparing all required forms such as in-house patient and client forms, health certificates, euthanasia forms, vaccination certificates, handouts, rabies tags and certificates, consent and release forms, pre-surgery instruction sheets, etc.
- Schedules follow-up medical progress exams and/or appointments for additional healthcare as directed by a doctor.
- Assists emotional and/or grieving clients by escorting them to a private room. Demonstrates empathy for clients’ companion animals. Uses a variety of techniques shown in training, to reassure distressed pet owners.
- Invoices clients, collects payments, and makes change following the policies of the hospital. Also counsels clients as to payment options, and helps clients to fill out any necessary paperwork such as Care Credit applications.

Following a Visit:

- Educates clients on products and services and responds to routine medical care questions (for example, vaccination schedules for puppies and kittens, worming, or flea treatment) in person or over the phone.
- Follow up with clients via phone after a patient visit/surgery or to schedule a doctor recommended treatment (This responsibility may be shared with a technician).
- Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.

Operational:

- Follows time clock procedures for clocking in and out at the start and end of the shift and reports to work on time for each shift.
- Ensures the front office is clean and tidy, maintaining a professional appearance at all times.
- Assists the CSR Supervisor with special projects during slow times.
- Ensures there is a sufficient supply of hospital forms and office supplies and reorders the needed supplies on a timely basis, or notifies the Inventory Manager well in advance, so that inventory never runs out.
- Adheres to scheduling guidelines and protocols.
- Makes overdue reminder and confirmation calls to clients.
- Assists CSR Supervisor with additional clinic tasks as needed.

Financial:

- Provides cost estimates and prepares client invoices while informing clients of credit policies and any outstanding balances.
- Enters charges accurately into the computer using appropriate codes and taking client payments.
- Performs end of day flow daily. Including: balancing out the cash drawer at completion of the day's business, preparing bank deposits, running end of day reports in Vetcove, etc.

Medical:

- Knowledge of medical terms and pharmaceutical names.
- Performs over the counter sales of merchandise such as food and special diets, shampoos, etc.
- Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs including medical products such as microchips and can assist with pet insurance.
- Conveys the clinic message related to Quality Patient Care and helps educate the client with non-medical patient care.

SUCCESS FACTORS/JOB COMPETENCIES:

- Demonstrates competency in clinical judgment and client communications.
- Commitment to PPVC values
- Time management - the ability to organize and manage multiple priorities
- Strong team player
- Excellent interpersonal and communication skills
- Able to take accountability for one's position and actions.
- Full-time status with schedule flexibility
- Strong client service skills
- Strong de-escalation capabilities
- Strong conversational accountability skills

QUALIFICATIONS

Knowledge

- Telephone etiquette and Client Service Excellence
- Basic veterinary medical knowledge, including products and services, is desired
- English language and written skills required
- Familiar with the use of policies, reports, and form completion

Skills

- Excellent telephone skills
- Excellent oral and written communication skills
- Interpersonal skills including working in a team environment
- Handling difficult situations, including emergencies
- Basic computer skills (Microsoft Office and E-mail)
- Strong organizational skills with ability to multi-task and still attend to details
- Typing skills (accuracy)
- Payment handling and basic finance skills
- Ability to handle escalated situations and client concerns.

Abilities

- Professional and courteous
- Flexible
- Willingness to learn
- Ability to remain calm under pressure
- Attention to detail
- Time management
- Works well in team and fast-paced environment
- Adherence to procedures and protocols
- Takes initiative
- De-escalation

EDUCATION/EXPERIENCE

- High school degree
- Bachelor's degree a plus
- Prior client service experience is required

TRAINING

Each Client Service Representative will have a 2-3 week training program at the beginning of employment at Paw Prints Veterinary Clinic. At the completion of which she/he should be able to perform the duties required of the position. Additional training will be offered as needed to any Client Service Representative to help enhance her/his skills and efficiency.