Client Service Representative Lead
1 week ago
Job Description: Advanced Veterinary Medical Center's CSR Lead is primarily responsible for care of our human clients. A successful candidate has the ability to direct, prioritize, and manage multiple client's simultaneously. Soft skills include working with clients, patients, veterinarians, animal care specialists, Business Director and the Manager. Aptitude and the ability to work in a fast-paced, innovative, and flexible environment are preferred. The ideal candidate is detail-oriented, skilled in customer relations, and experienced in veterinary administrative tasks.
KEY RESPONSIBILITIES:
- Provide general oversight of the CSR team, ensuring excellent client service.
- Create and manage the CSR staff schedule to maintain adequate coverage.
- Train and mentor new and existing CSR staff, ensuring compliance with clinic protocols.
- Address and resolve client concerns or complaints professionally and efficiently.
- Monitor front desk workflow to optimize efficiency and minimize wait times.
- Act as a liaison between the CSR team and management to ensure smooth operations.
- Greeting clients when entering the building.
- Moving patients from the lobby to exam rooms.
- Answering phones, text messages, email, fax etc. in a timely manner.
- Exhibits a pleasant, positive, and enthusiastic persona.
- Maintain a high level of professionalism when interacting with patients, clients, and coworkers.
- Ability to efficiently multitask in high-stress environments (i.e: high telephone volume, emergencies, and euthanasia).
- Maintain proper paperwork and medical records as required by law.
- Comfortable using multiple digital platforms (i.e: Windows, Gmail, Otto,and Google Drive).
- Efficiently execute all steps of AVMC's standard operating procedures.
- Thorough knowledge of the practice management and telecommunication systems.
- Other facets of client experience care as they arise.
- Cross-trained in basic animal handling and technical work.
- Cross-trained in use and care of the diagnostic equipment.
- Ensures financial responsibilities are met. Reviewing charges for services upon completion or discharge, ensuring accurate reconciliation of cash drawer with computer-generated reporting.
- Medical care: Be able to interpret and communicate medical history. Be able to assess critical vs. non-critical client concerns in scheduling and triaging patients.
- Client education and communication: Educate clients regarding medical treatments to be administered and procedures performed, preventative medicine such as flea/tick/heartworm prevention and vaccination. Be able to communicate effectively and appropriately with concerned clients despite high-stress situations.
- Record keeping: Write patient medical history; review and maintain accurate patient records in our computer database; maintain patient confidentiality.
- Clinic maintenance and upkeep: Ensure cleanliness of all hospital areas including cleaning and disinfecting work spaces as needed.
- Additional duties as may be assigned.
- Previous experience as a veterinary receptionist or medical office assistant preferred.
- Strong organizational and multitasking skills.
- Ability to maintain a calm, professional, and positive demeanor.
- Strong leadership and team management skills.
- Excellent communication and problem-solving abilities.
- 2+ Years experience working in a veterinary setting.
- Excellent communication and leadership skills.
- The ability to multi-task and stay focused in a fast-paced environment.
EDUCATION:
- A High School diploma or equivalent is required. College degree or 2-year technical degree preferred.
- 401(k).
- Dental Insurance.
- Vision Insurance.
- Health Insurance.
- Employee discount.
- Multiple doctor practice.
- Open 7 days a week.
- 5 exam rooms, 1 Isolation room.
- Separate Dental station with digital dental x-ray.
- Separate Surgery Suite with electrocautery.
- Digital X- Ray.
- Ultrasound.
- Light Filled Treatment room with 3 wet tables, 1 exam tables and 1 lift table.
- Idexx in-house blood machines and Imagyst.
- Well stocked pharmacy.
- Idexx Neo cloud based software.
- Weave phone lines (all calls recorded), fax.
- Otto- texting services for client communication.
Schedule:
- 5x8.
- Weekend availability.
Work Location: One location.
Job Types: Full-time.
Expected hours: per week.
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