Veterinary Client Service Representative

4 days ago

Decatur, Illinois, United States Heartland Veterinary Partners Full time

About Heartland Veterinary Partners
Welcome to Heartland Veterinary Partners, your trusted partner in animal care. We're dedicated to providing a wide range of veterinary services for animals in our community. Our team is a group of compassionate individuals committed to delivering exceptional pet care in a warm, friendly, and family-like environment. Our passion is animals, and we treat each of our patients as family members.

We're excited to add a new member to our team. We're looking for an individual who excels at communication, organization, and multitasking, and who is ready to work in a fast-paced environment. The ideal candidate would have 12 years' prior experience as a veterinary Client Service Representative.

Position Purpose

The Client Service Representative (CSR) plays a vital role in providing 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 well-cared for and every client has an exceptional experience.

Client Service Representative 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.
  • Collaboration & Teamwork: Carefully coordinating actions with practice team members. Quickly incorporating feedback to ensure positive results. Sharing ideas and being open to other's ideas.
  • Communicating: Conveying patient visit outcomes to clients and teammates to ensure successful client care, applying excellent written and verbal skills.
  • Active Listening: Following the expressed wishes of teammates 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, 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

  • Full-time availability
  • High school diploma or equivalent
  • Previous veterinary experience required
  • Practices OSHA safety techniques, including proper PPE

Benefits Offered

  • Paid time off
  • Health insurance; dental insurance; vision insurance
  • Retirement benefits or accounts
  • Bonus incentive
  • Flexible work schedules
  • Career and professional development
  • Scrub allowance
  • Shift differential for weekends

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