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Customer Care Specialist

2 months ago

Bonita Springs, Florida, United States Inspire Veterinary Partners Inc Full time
Position Overview

The primary objective of this role is to deliver exceptional client support. The Client Service Representative (CSR) manages incoming calls, distinguishes between standard and urgent matters, organizes appointments, welcomes clients, processes admissions and discharges, handles payments, oversees financial data, and facilitates communication between clients and staff.

The ideal CSR is passionate about engaging with diverse clientele, exhibiting a caring, friendly, and efficient demeanor. They create a welcoming atmosphere and maintain professionalism while juggling multiple responsibilities amidst interruptions. Our CSRs are committed to the quality of care provided and effectively convey this assurance to clients. They possess a thorough understanding of our services and recommendations, clearly articulating them to clients.

Key Responsibilities

Telephone Communication

  • Responds to incoming calls promptly, utilizing proper telephone etiquette, including a structured greeting and confirming with callers before placing them on hold.
  • Operates a multi-line phone system, managing incoming calls, placing callers on hold, transferring calls, and paging staff as necessary.

Client Relations

  • Adheres to established protocols for client communication across various scenarios, including general inquiries, appointment scheduling, medical questions, emergencies, and prescription refills.
  • Addresses basic inquiries regarding services, fees, and animal care in line with clinic policies, directing more complex questions to appropriate personnel.
  • Employs active listening to gather essential medical and personal information from clients.
  • Identifies potential client concerns or complaints and addresses them appropriately.
  • Communicates medical instructions, reviews invoices with clients, and explains hospital policies, including pre-operative guidelines and payment procedures.
  • Maintains timely communication with clients regarding invoices and their pets' medical status.
  • Contacts clients for follow-up and appointment confirmations.
  • Ensures clients receive necessary information prior to their appointments.
  • Schedules discharge and follow-up appointments, confirming details with clients.
  • Stays informed about current wellness standards and common medical issues.
  • Maintains accurate client contact information.

Hospitality

  • Greets clients and their pets warmly, ensuring comfort upon arrival, including offering refreshments and guiding them to the waiting area.
  • Monitors appointment schedules and updates clients on wait times.
  • Personalizes interactions by using clients' and pets' names.
  • Distributes paperwork and welcome gifts to new clients.

Appointment Scheduling

  • Coordinates outpatient, surgical, hospitalized patient, and boarding appointments using a computerized scheduling system.
  • Schedules appointments in accordance with clinic guidelines, ensuring adequate time allocation for each visit while reserving slots for emergencies.
  • Inquires about client preferences for veterinarians when scheduling appointments.
  • Optimizes appointment scheduling to meet client needs and maximize staff efficiency.

Computer Use and Maintenance

  • Accurately inputs and retrieves records, processes fees, and maintains the database.
  • Generates reports as directed, including call-back and appointment lists.
  • Prepares client correspondence, such as reminder cards and thank-you letters.

Marketing and Client Education

  • Promotes clinic services to potential clients inquiring about offerings and fees.
  • Educates clients on preventive care and vaccination requirements, informing them of necessary procedures for their pets' health.
  • Distributes educational materials and promotional items to clients.
  • Encourages clients to consider the clinic's products and services.
  • Sends sympathy cards to clients as needed.

Procedures and Protocols

  • Complies with all clinic policies and procedures, including those related to dress code and personal conduct.
  • Communicates basic preventative care protocols to clients.
  • Enhances veterinary knowledge through ongoing education and training opportunities.
  • Participates in staff meetings and training sessions as required.

Recordkeeping and Filing

  • Retrieves and organizes medical records accurately and efficiently.
  • Updates client files and patient records as necessary.
  • Processes returned mail and verifies client contact information.

Patient Admittance

  • Prepares necessary forms and retrieves client records prior to patient arrival.
  • Completes required documentation and gathers essential medical histories from clients.
  • Communicates pertinent information to veterinarians and technicians.
  • Prioritizes urgent-care patients and coordinates with the medical team as needed.

Patient Discharge

  • Processes all charges accurately and ensures future reminders are set in the system.
  • Provides clients with medications, instructions, and any necessary items upon discharge.
  • Reviews discharge instructions and schedules follow-up appointments.

Cash Handling

  • Processes client payments accurately, including cash, checks, and credit transactions.
  • Completes end-of-day financial procedures, including balancing the cash drawer and preparing bank deposits.

Facility Maintenance

  • Assists in maintaining cleanliness and organization in public areas of the clinic.
  • Restocks supplies and ensures the refreshment area is well-maintained.

COMPENSATION & BENEFITS

  • Compensation is competitive and considers various factors such as skills and experience.
  • 401k plan with employer matching available.
  • Medical, dental, and vision insurance options are provided.
  • PTO and additional benefits are offered after a specified period.

Requirements:

  • High school diploma or equivalent.
  • Knowledge of office practices and telephone etiquette.
  • Ability to perform clerical tasks with accuracy and efficiency.
  • Experience in managing patient records and client interactions.
  • Strong interpersonal skills and a commitment to client service.
  • Ability to lift up to 40 pounds and work extended hours as needed.