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Client Service Representative- Waverly Animal Clinic

2 months ago

Waverly, United States Heartland Veterinary Partners Full time
About Waverly Animal Clinic
Waverly Animal Clinic is a fullservice animal hospital for both large and small animals whose mission is to provide the highest standard of veterinary care. Our staff is passionate about veterinary medicine and are extremely well trained. We strive to provide professional affordable and advanced veterinary services.

Our practice is excited to add another Client Service Representative to our team We are looking for an individual who is good at communicating organization and multitasking and who is ready to work in a fastpaced environment. The ideal candidate would have at least 12 years' previous experience in a customer service or reception role.

This is a parttime position anticipated to work approximately 24 hours per week on Thursdays Fridays and Saturdays. ThursdaySaturday availability is required.

Operating Hours: MondayFriday 7:30 am7:00 pm Saturday 7:30 am12:00 pm

Pay: $13/hr

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 wellcared for and every client has an exceptional experience.

Certified Technician 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 jobrelated 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 recalls 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
  • Ability to work on Thursdays Fridays and Saturdays
  • High school diploma or equivalent
  • Previous veterinary experience preferred
  • Practices OSHA safety techniques including proper PPE