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Client Care Specialist
2 months ago
The primary objective of this role is to deliver exceptional service to our clients. The Client Service Representative (CSR) is responsible for managing incoming calls, distinguishing between standard inquiries and urgent matters, scheduling appointments, welcoming clients, and processing payments while maintaining financial records.
The ideal CSR is passionate about interacting with a diverse clientele, demonstrating compassion, friendliness, and efficiency. They create a welcoming atmosphere and maintain professionalism while juggling multiple responsibilities. The CSR is committed to the quality of care provided and effectively communicates this assurance to clients. They possess the ability to empathize with clients, especially in emotionally charged situations, and remain composed during emergencies.
Ultimately, the CSR plays a crucial role in forming positive first and last impressions for our clients.
Key Responsibilities
Telephone Management
- Responds to incoming calls promptly, employing proper telephone etiquette, including a structured greeting and confirming before placing callers on hold.
- Utilizes a multi-line phone system to manage calls, transfer inquiries, and take messages for staff.
- Adheres to established protocols for client communication across various scenarios, including general inquiries, appointment scheduling, and urgent medical questions.
- Addresses basic inquiries regarding services and fees while directing complex questions to appropriate personnel.
- Employs active listening to gather essential information from clients.
- Identifies potential client concerns and addresses them effectively.
- Communicates medical instructions and hospital policies clearly to clients.
- Maintains timely communication with clients regarding their pets' medical status and invoices.
- Schedules follow-up and discharge appointments, ensuring clients are informed of necessary preparations.
- Stays updated on wellness standards and common medical issues.
- Maintains accurate client contact information.
- Greets clients and their pets warmly, ensuring comfort and a positive experience.
- Monitors appointment schedules and informs clients of wait times.
- Personalizes interactions by using clients' and pets' names.
- Provides new clients with necessary paperwork and welcome gifts.
- Manages scheduling for various types of appointments using a computerized system.
- Allocates appropriate time slots for different visit types and maintains emergency slots.
- Confirms client preferences for veterinarians during scheduling.
- Accurately inputs and retrieves records, maintains databases, and generates reports as needed.
- Performs regular backups of the computer system.
- Promotes the practice's services and educates clients on preventive care and health maintenance.
- Distributes educational materials and promotional items to clients.
- Maintains and updates client files and patient records as necessary.
- Processes returned mail and verifies client contact information.
- Prepares necessary forms and retrieves client records prior to appointments.
- Gathers medical histories and communicates vital information to the medical team.
- Handles client payments accurately and processes various payment methods.
- Completes end-of-day financial procedures, including balancing cash drawers.
- Assists in maintaining cleanliness and organization in public areas of the practice.
- Restocks supplies and ensures a welcoming environment.
- Exhibits professionalism and a positive attitude in all interactions.
- Demonstrates initiative and teamwork in daily responsibilities.
- High School Diploma or equivalent.
- Familiarity with office practices and client service protocols.
- Strong communication skills and a commitment to client satisfaction.
- Ability to manage multiple tasks efficiently and with composure.
At AmeriVet, we prioritize the well-being of our team members and their families, reflected in our comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, generous paid time off, and career development opportunities. We are dedicated to fostering a culture of diversity, equity, and inclusion, ensuring every team member feels valued and empowered.
