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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) is responsible for managing incoming calls, distinguishing between standard and urgent matters, organizing appointments, welcoming clients, and processing payments while maintaining accurate financial records.

The ideal CSR is enthusiastic about engaging with diverse clientele, demonstrating a caring and friendly demeanor. They create a welcoming atmosphere and maintain professionalism while juggling multiple responsibilities. Our CSRs are committed to the quality of care provided and effectively communicate this assurance to clients. They possess a clear understanding of our services and recommendations, conveying this information to clients in an understandable manner.

Telephone Communication

  • Responds to incoming calls promptly, utilizing proper telephone etiquette, including a structured greeting and inquiring before placing callers on hold.
  • Manages a multi-line phone system, answering 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, directing more complex questions to appropriate personnel.
  • Employs active listening techniques to gather essential medical and personal information from clients.
  • Identifies potential client concerns and addresses them effectively.
  • Communicates medical instructions, reviews invoices with clients, and explains hospital policies, including pre-operative and payment procedures.
  • Maintains regular communication with clients regarding invoices and their pets' medical status.
  • Proactively reaches out to clients from a callback list.
  • Ensures clients receive necessary information prior to their appointments.
  • Coordinates discharge and follow-up appointments, confirming details as needed.
  • Stays informed about current wellness standards and common medical issues.
  • Maintains up-to-date client contact information.

Hospitality

  • Greets clients and their pets warmly, ensuring their comfort upon arrival.
  • Monitors the appointment schedule and communicates wait times to clients.
  • Personalizes interactions by using clients' and pets' names.
  • Distributes new-client documentation and welcome gifts.

Appointment Scheduling

  • Utilizes a computerized scheduling system to arrange outpatient, surgical, and boarding appointments.
  • Schedules appointments in accordance with established guidelines, ensuring adequate time is allocated for each visit.
  • Inquires about client preferences for veterinarians when scheduling appointments.
  • Efficiently schedules appointments to meet client needs while optimizing staff time.

Computer Use and Maintenance

  • Accurately inputs and retrieves records, fees, and charges while maintaining the database.
  • Generates reports as directed, including appointment and callback lists.
  • Prepares client correspondence, such as reminder cards and thank-you letters.

Marketing and Client Education

  • Promotes the practice to prospective clients, providing information about services and fees.
  • Educates clients on preventive care and vaccination requirements.
  • Distributes informational materials and promotional items to clients.
  • Encourages clients to consider the practice's products and services.
  • Sends sympathy cards to clients as needed.

Procedures and Protocols

  • Follows all hospital policies and procedures, including those related to uniforms and personal calls.
  • Communicates basic preventative care protocols to clients.
  • Enhances veterinary knowledge through available educational resources and training.
  • Participates in staff meetings and training sessions as required.

Recordkeeping and Filing

  • Retrieves and organizes medical records promptly and accurately.
  • 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 in advance of appointments.
  • Completes required documentation and gathers medical histories from clients.
  • Communicates essential information to the medical team regarding patient admissions.

Patient Discharge

  • Processes charges and ensures accuracy against visit documentation.
  • Reviews discharge instructions and medications with clients.
  • Schedules follow-up appointments as needed.

Cash Handling

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

Facility Maintenance

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

COMPENSATION & BENEFITS

  • Compensation is competitive and considers various factors, including experience and qualifications.
  • 401k plan with employer matching.
  • Medical, dental, and vision insurance available after a brief waiting period.
  • PTO and additional benefits available for eligible employees.

Requirements:

  • High school diploma or equivalent.
  • Familiarity with office practices and telephone etiquette.
  • Ability to perform clerical tasks efficiently and accurately.
  • Experience in managing patient records and client interactions.
  • Strong interpersonal skills and a commitment to client service.
  • Ability to lift up to 40 pounds.
  • Preferred: Knowledge of veterinary terminology and computer skills.