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Client Support Specialist

2 months ago

Columbus, Ohio, United States Amerivet Services LLC Full time
Telephone Interaction
  • Responds to incoming calls promptly, utilizing appropriate telephone manners. This includes a structured greeting and confirming with callers before placing them on hold.
  • Manages a multi-line phone system, addressing incoming calls, placing callers on hold, transferring calls, and paging staff. Takes messages for veterinarians and other personnel.
Client Engagement
  • Adheres to established protocols for interacting with clients in various scenarios, including general inquiries, appointment scheduling, medical questions, emergencies, and prescription requests.
  • Addresses basic inquiries regarding services, fees, and animal care in line with company policies. Appropriately directs more complex questions to veterinarians or management.
  • Employs active listening techniques to gather essential medical and personal information from clients.
  • Identifies potential client issues or complaints and addresses them effectively.
  • Communicates medical instructions, reviews invoices with clients, and explains hospital policies, including pre-operative guidelines and payment procedures.
  • Maintains communication with clients regarding invoices and their pets' medical conditions.
  • Contacts clients in a timely manner from a follow-up list.
  • Provides clients with necessary information or instructions prior to their appointments.
  • Schedules discharge and follow-up appointments, confirming details and pre-surgical instructions.
Appointment Coordination
  • Organizes outpatient, surgical, hospitalized patient, and boarding appointments using a computerized scheduling system.
  • Schedules appointments according to established guidelines, ensuring adequate time allocation based on visit type.
  • Coordinates appointments to align with client needs while optimizing the time of veterinarians and staff.
Technology Utilization
  • Accurately inputs and retrieves records, processes fees, and maintains the database.
  • Generates financial and other reports (e.g., follow-up lists and appointment schedules) using computer systems.
Policies and Procedures
  • Complies with all company policies, standards, and procedures as outlined in the operational manual.
  • Communicates essential preventative care protocols to clients.
  • Stays informed about the practice's offerings and services.
  • Enhances veterinary knowledge and skills through available educational resources and participation in training sessions.
  • Attends all required staff and departmental meetings.
Record Management
  • Updates client files and patient records as necessary.
  • Scans and organizes medical documents.
  • Faxes medical records to authorized requesters with client consent.
  • Processes returned mail and verifies client contact information.
Additional Responsibilities
  • Performs other tasks as assigned.
At AmeriVet, we prioritize the well-being of our employees and their families. Our commitment is reflected in our comprehensive benefits package, which includes:

• Extensive medical, dental, and vision coverage

• 401(k) retirement plan with matching

• Generous holiday and paid time off policies

• Opportunities for career advancement

• Comprehensive health and wellness programs

• Employee referral bonuses and more

AmeriVet is dedicated to fostering a culture of diversity, equity, and inclusion, ensuring that every team member feels valued and empowered to succeed.