JOB SUMMARY

We are seeking an outgoing, enthusiastic Veterinary Lead CSR (Client Services Representative) to join our passionate veterinary team. Experience in customer service and a fast-paced and hands-on environment is a must. The Lead CSR must be able to manage and train other CSRs on the team.

General Knowledge:

• Competently speak and write the English language
• Must possess exceptional organizational and management skills
• Excellent verbal and written communication skills

General Tasks:

• Ability to manage current CSRs and train new CSRs
• Assist CSRs with client complaints
• Possess and express a genuine love for animals and for working in an animal care environment
• Always be prepared to work by the start of each scheduled shift
• Maintain a professional, friendly demeanor while on the job
• Perform job tasks efficiently, promptly, and efficiently when asked while promoting a positive attitude amongst the staff
• Show respect for clients, team members, and animals at all times and in all situations
• Engage in productive work during slow periods
• Participate in your performance appraisal, and, as requested, in those of others
• Participate in staff and training meetings
• Ability to work in a highly collaborative environment and commit to building relationships with colleagues, clients, and community
• Display tact and diplomacy with staff members and clients even when busy or hectic
• Weekly CSR schedules and finding coverage during a callout
• Assisting in accounts receivable

Front Office Tasks:

• Answering and correctly handling phone calls
• Know basic triage concepts and understand when it is appropriate to forward phone calls to technician or veterinarian
• Know phone functions, including hold, intercom, and taking and returning messages
• Can answer the telephone and handle calls quickly, efficiently, and in a professional and friendly manner, using a multi-line telephone system
• Keeping the reception area and room(s) clean and tidy as well as properly stock supplies as needed
• Access client information within the practice-management software system (Cornerstone) and enter and retrieve client and patient data in the computer as needed
• Check clients and visitors in and out of the hospital
• Accurately manage financial transactions such as processing bills, taking payments, ordering, and checking in supplies
• Call to remind clients of their appointments and reschedule as necessary
• Computer skills including typing, organizing, data entry, and communicating while utilizing common computer software and programs

Patient-Admittance/Discharge Tasks:

• Explain delays that affect clients and support the comfort of clients and patients during their waits
• Reschedule or accelerate appointments as needed
• Willingness and ability to present and explain fees during checkout while discharging patients and processing payments
• Outline costs and fees in a positive light while supporting hospital payment policies

Medical-Record Management Tasks:

• Understand electronic medical records system (Cornerstone)
• Understand and use credit card system (Clover)
• Understand and use Petdesk
• Managing medical records, reports, and correspondence

Reporting Relationship:

• Reports to: Practice Manager