Job Title: Customer Service Representative (CSR)

Reports To: Lacey Reigelman, Customer Service Manager or Katrina Yamokoski, ER Customer Service Manager

Job Requirements: The CSR drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team (in terms of numbers of clients and pets), ensures good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly, and efficient manner, influencing clients to return and refer their friends and families. The CSR must be familiar with vaccine schedules, pricing, products and how to review these with clients.

Other responsibilities include:

• Lead the Cycle of Service for the veterinary medical team. This includes actively recruiting new clients by promoting hospital services. It also includes routing the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
• Maximize the number of pets seen by the hospital team through a “come in now” environment.
• Provide professional, efficient and exceptional service at all times. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet’s health.
• Educate clients about hospital services.
• Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian’s instructions, selling retail products and scheduling future appointments.
• Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Be knowledgable of and complete daily activities including:
  • Answering multi-line telephone system, take accurate messages, screen and direct telephone calls to the appropriate person in an efficient manner.
  • Greet and identify patients and visitors as they enter the office in reference to the daily schedule and obtain additional patient information as needed.
  • Request patients and visitors be seated in the waiting room in a courteous manner and communicate unexpected delays when necessary.
  • Review patient charts to ensure proper documentation and information are enclosed in accordance with practice guidelines.
  • Acquire necessary medical records and documents for patient charts by communicating via telephone, facsimile or in person with other office locations or office personnel.
  • Maintain a neat and organized waiting room and order supplies as needed.
  • Schedule patients for appointments and “re-call” appointments in an efficient and productive manner.
  • Receive payments from patients for services rendered (credit/debit, cash, check, CareCredit), inform clients of and assist with financing options, balance the cash drawer and enter financial transactions and miscellaneous correspondence on computer.
  • Contribute to team health and engagement by being supportive, assisting with new hire training and attending and contributing to team meetings.
  
  

We're proud to offer a comprehensive benefit package including: Medical, dental, vision, short term disability, life insurance, 401(k) with employer matching, generous employee discounts, employer paid EAP, paid vacation & sick days, a dedicated financial wellness team, and more!

ATTITUDE: shows initiative, integrity, cooperativeness, flexibility, tolerance for stress

CAPABILITIES: Must be able to multi-task, have good communication skills, organizational ability, problem solving skills, client service skills and intellectual ability.

• Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Math Ability: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL CONSIDERATIONS:

• The noise level in the work environment is moderately high.
• Requires sufficient ambulatory skills in order to perform duties while at hospital.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate equipment.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances.