The Client Services Representative’s main responsibility is to provide exceptional client service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. More specifically, the Client Service Representative is responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. The position requires a practical knowledge of the clinic’s procedures and policies. The Client Service Specialist is expected to perform the office duties related to patient care and treatment and to assist the Hospital Manager and doctors as needed.
This is a full time position; scheduled days and hours may vary based on hospital need. Weekend work is possible. This position may require standing for long periods of time and some heavy lifting may be involved.
The Client Service Representative reports to the Hospital Manager and in his/her absence, the Managing doctor.
Compensation range $16-$17 per hour, based on experience
Job Requirements/ Skills/ Physical Demands:
• An employee in this position must have a sense of caring for animals
• Ability to lift approximately 50 pounds
• Ability to multitask efficiently, and work well individually and within a team
• Must be able to handle the physical and emotional aspect of work in a veterinary clinic environment, including euthanasia
• Must have active listening, critical thinking, complex problem solving, time management, judgment and decision making skills
• Excellent communication skills and the ability to work effectively and efficiently in a fast paced environment
• Models a professional and courteous manner with all staff and clients
• Communicates professionally and effectively to all members of the team and clients.
• Works collaboratively with veterinarian and technician team to help maintain the flow of pets
• Provides compassionate service to clients
• Professionally receives incoming calls on the telephone, using prescribed telephone techniques. Uses service excellence to address needs of prospective clients.
• Schedules client appointments and addresses client questions including calling clients back.
• Follows established policy and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in hospital procedures, and other services that require the doctors and technicians’ time.
• Contacts clients with scheduled outpatient or pre-surgery appointments to remind them of the time and appointment requirements (for example, stool samples for fecals or withholding any food and water).
• Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc.
• Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.
• Demonstrates a full working knowledge of AVImark procedures and functional applications.
• Greets clients with a cheerful and professional attitude and makes them feel welcome during their entire time in the clinic. This includes assisting them in a timely manner and ensuring that someone is in contact with the client from arrival to departure.
• Completes client check-ins and check-outs, preparing all required forms such as in-house patient and client forms, health certificates, euthanasia forms, vaccination certificates, handouts, rabies tags and certificates, consent and release forms, pre-surgery instruction sheets, etc.
• Schedules follow-up medical progress exams and/or appointments for additional healthcare as directed by a doctor.
• Assists emotional and/or grieving clients by escorting them to a private area. Demonstrates empathy for clients’ companion animals. Uses a variety of techniques shown in training, to reassure distressed pet owners.
• Invoices clients, collects fees, makes change, imprints credit card forms and obtains authorization for credit charges, following the credit policies of the hospital. Also counsels clients as to payment options, and helps clients to fill out any necessary paperwork such as Care Credit applications or promissory notes
• Educates clients on products and services and responds to routine medical care questions (for example, vaccination schedules for puppies and kittens, worming, or flea treatment) in person or over the phone.
• Prepares and sends welcome letters, new client information packets, referral and thank you letters, condolences, long wait notes, and other correspondence for the doctors and/or Hospital Manager.
• Prepares client education packets and brochures and is responsible for making sure that all handouts are prepared and in stock, and ready for immediate distribution to clients
• Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.
• Follows time clock procedures for clocking in and out at the start and end of the shift and reports to work on time for each shift.
• Ensures the front office is clean and tidy, maintaining a professional appearance at all times.
• Assists the Hospital Manager with special projects during slow times.
• Ensures there is a sufficient supply of hospital forms and office supplies and reorders the needed supplies on a timely basis, or notifies the Hospital Manager well in advance, so that inventory never runs out.
• Maximizes schedule based on Doctor and time needed for an appointment.
• Assists Hospital Manager with additional clinic tasks as needed.
Benefits for a Client Service Representative :
All Full Time Client Service Representative’s receive a benefits package including 401(k) participation, paid time off and a generous hospital discount for your pets. In addition, medical, vision, dental, life and disability insurance is offered to associates based on eligibility.
Danvers, Massachusetts, United States