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Customer Care Specialist
2 months ago
JOB DESCRIPTION
Client Service Representative
The Client Service Representative serves as the initial point of contact for clients reaching out to the practice, embodying the professional image of the organization.
This role involves answering phone calls, welcoming clients, organizing patient files, guiding clients and patients to examination rooms, managing client correspondence, and updating financial records.
A successful Client Service Representative possesses the skills to resolve challenging client situations and nurture client relationships.EDUCATION AND LICENSURE REQUIREMENTS
High school diploma or equivalent.
Experience in customer service is advantageous but not mandatory.
Proficient typing skills are essential.
Basic computer literacy is required; familiarity with Word, keyboarding, and communication tools such as email is expected.
EXPERIENCE REQUIREMENTS
Substantial experience in fundamental office tasks within a bustling office setting.
Prior experience in a reception role or veterinary environment is preferred but not essential.
PERSONAL REQUIREMENTS
The Client Service Representative must be able to:
Exhibit flexibility in attitude and work habits.
Quickly learn to pronounce, understand, and spell commonly used veterinary and medical terminology.
Demonstrate basic computer skills and type at least 30 words per minute.
PHYSICAL EFFORT
This position requires the ability to lift and carry records and equipment weighing up to 25 lbs; prolonged periods of sitting and standing are necessary.
Exposure to unpleasant odors, sounds, and animal waste may occur. There is a potential risk of bites, scratches, and contagious diseases.
VETERINARY KNOWLEDGE / CLIENT EDUCATION
Can address client inquiries regarding basic animal care and routine procedures.
Can provide education on over-the-counter products such as shampoos and nutraceuticals; possesses comprehensive knowledge of heartworm and external parasite preventatives to enhance client education and sales.
Can assist clients in making informed decisions about optimal pet care.ADMITTING / DISCHARGING PATIENTS / CASH HANDLING
Can accurately admit patients and manage medical record entries.
Can prepare health certificates, immunization documents, laboratory requests, and euthanasia forms.
Can facilitate client/patient transfers efficiently.
Can generate client invoices for services rendered.
Can manage payment transactions accurately.
Can communicate estimates and treatment plans to clients with empathy and clarity.
HOSPITALITY
Can establish rapport with clients during interactions.
Can maintain a positive atmosphere at the front desk, even during client wait times.
SCHEDULE MANAGEMENT
Can effectively manage the veterinarian appointment schedule, prioritizing emergencies and urgent cases.
Receives and relays telephone, fax, and email messages promptly and accurately.
Handles calls efficiently and professionally using a multi-line system.
Can enter and update client and patient information in practice management software.
Exhibits strong computer skills and accuracy in data entry.
PERSONAL CONDUCT / ATTITUDE / TEAMWORK
Can foster positive, collaborative relationships with colleagues.
Displays tact and respect towards team members, even in busy situations.
Shows genuine affection for animals and their owners, demonstrating a commitment to the animal care field.
CLIENT COMMUNICATION
Can maintain a confident and professional demeanor with clients, even in stressful situations.
Can greet clients warmly and naturally.
Can present costs and fees positively while adhering to hospital payment policies.
Can convert potential clients into loyal clients through relationship building.
Can remember and use clients' and patients' names effectively.
Can manage client correspondence, including procedure reminders, thank you notes, welcome messages, sympathy arrangements, and account statements.
FACILITY MAINTENANCE
Can uphold a professional and welcoming front office appearance through cleanliness and organization.
Can maintain and troubleshoot office equipment, including PCs, telephones, copiers, and fax machines.
ORGANIZATION / TIME MANAGEMENT
Can work effectively in the presence of other staff and clients.
Understands and executes oral and written instructions.
OTHER
Performs additional duties as assigned.
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