General Description:
The aim of this practice is to promote a friendly and professional environment where emphasis is placed on quality medical care, client education, and teamwork. The client service representative has one of the most important, and most challenging, jobs in our hospital. Because you interact with clients more than any other staff member, the impression you make is a lasting one that can shape a client’s entire view of the practice. Your job is demanding and rewarding, but frequently stressful. Whatever the circumstances, it is your duty to project the competence and empathy that is fundamental to our practice philosophy.
• The client service representative is the first person with whom clients or potential clients will talk with when they call. You must be courteous and communicative. You are the voice of the hospital and are responsible for providing accurate information and a caring attitude. You must be friendly, professional and courteous, and capable of handling many tasks at once with many interruptions.
• The client service representative also is the first person clients see when they walk through our door and usually the last person with whom clients speak upon leaving. So Smile!! Make them feel welcome and let them know how much we appreciate that they trust us to provide their pets with quality veterinary attention. After all, those clients are our employers!
• The client service representative sets the tempo for the entire practice, and is the person who makes the practice run smoothly. Paying attention to details may seem unimportant, but is essential to providing excellent veterinary care. Overlooking one step can have devastating results for the animal and create a loss of client confidence.
• The technicians, doctors, and other veterinary assistants often will not know when you are overwhelmed at the front desk. Befriend these other staff people and they will be more than willing to help out when you are swamped. Emphasize working as a team!
Functions:
• Perform opening/closing procedures
• Greet clients and their pets by name as they enter the hospital
• Help clients check-in, update address/phone #, etc.
• Prepare information packets for new clients
• Prepare patient records, consent forms, & so forth for the next day.
• Answer telephone calls and schedule appointments
• Take phone messages as needed
• Notify Doctors & technicians of patient arrival
• Record Maintenance –of client/patient database
• Update database for vaccinations, reminders, etc.
• Check-out clients at end of visit, explain invoices/treatment plans
• Maintain Rabies certificates, Sterilization forms, and Health Certificates
• Mail certificates, invoices, reminders, thank you cards and sympathy cards in a timely manner
• Keep waiting room and reception area neat and clean throughout the day
• Schedule boarding
• Computer data entry-store services, update vaccination and client/patient information
• Close out computers at the end of the day, prepare and record deposit
• Call clients to confirm appointments
• Perform follow-up telephone calls as directed. Record client feedback, inform Dr.
• General knowledge of over-the-counter products
• Receive signed surgery/treatment consent, euthanasia and payment agreement forms
• Track no-shows, cancellations and rescheduled appoinments
• Present invoices, receive payment and prepare general estimates
• Perform daily light cleaning of waiting area, office, public restrooms and exam rooms.
• Attend continuing education/seminars directed by hospital administrator
• Perform other duties as assigned
Controls Over Work:
The client service representative works under the supervision of the hospital administrator and the veterinarians, who indicate general assignments, limitations, and priorities. You will perform recurring assignments independently. You must refer deviations or unfamiliar situations to the hospital administrator, or a veterinarian if the administrator is unavailable. Your completed work will be reviewed for technical accuracy and compliance with established procedures.
Skills and Knowledge:
• Knowledge of hospital procedures and operating instructions for making appointments, assembling animal patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
• Knowledge of spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports alphabetically.
• Personal contacts are with animal owners, visitors and other staff members. Considerable tact and diplomacy is required. Must accurately relay owner’s account on medical complaint(s) of the animal(s) involved to other staff members who will be involved in treating the patient(s).