Alpine Animal Hospital
Veterinary Client Service Representative
Position Overview
The purpose of this position is to provide outstanding client service.
Our Client Service Representatives (CSRs) are the heartbeat of our hospital! From answering phones and emails to scheduling appointments and greeting clients, you’ll be the go-to person ensuring smooth operations. You’ll also differentiate between routine visits, urgent care, and emergencies, all while managing payments and maintaining essential communication between clients and the veterinary team. CSRs thrive in a fast-paced, client-focused environment, handling multiple tasks with ease, professionalism, and a smile. You’ll be the friendly face clients first see and the reassuring voice they rely on. Your calm, compassionate demeanor, even in emergencies, leaves a lasting positive impression, making this role absolutely critical to our success. Be prepared for the occasional messy situation—think loud noises, strong odors, and possibly a scratch or two—but your love for animals and people will make it all worthwhile. Reporting to the Lead CSR and Practice Manager, you’ll keep our operations running smoothly with clear communication, empathy, and professionalism.
Primary Responsibilities
- Telephone and Email Communications: Answers incoming telephone calls on a multi-line system, utilizing proper phone etiquette, takes and routes messages for Veterinary Team, logs appropriate information in Client/Patient Records. Follows established hospital guidelines for communicating with clients in different situations, such as general inquiries, scheduling appointments, patient emergencies, and prescription refills. Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian.
- Client Communications: From providing updates on pet health and relaying medical instructions to discussing invoices and reviewing client statements, you’ll be the go-to for clear and compassionate guidance. You'll also manage appointment confirmations, pre-surgical instructions, and maintain up-to-date client contact information, all while staying informed on the latest wellness care standards.
- Hospitality: As a CSR, you’ll be the friendly face welcoming clients and their pets to the practice. From greeting them with a smile to offering coffee and ensuring they’re comfortable in the waiting area, you set the tone for a positive experience.
- Appointment Scheduling: You’ll monitor the appointment schedule, keep clients informed about wait times, and personalize interactions by using both the client’s and pet’s names.
- Computer Skills and Office Equipment Usage: You’ll maintain accurate client and patient records, generate financial reports, and manage our database using Vetspire, our Practice Management Software.
- Marketing and Client Education: You’ll promote hospital services, educate clients about preventive care and vaccinations, and suggest products or services to keep their pets healthy and happy.
- Procedures and Protocols: As a CSR, you’ll follow all hospital policies and procedures, from uniforms and grooming to communication standards.
- Recordkeeping & Filing: You’ll accurately manage client and patient records, updating files, scanning documents, and processing medical records requests.
- Patient Admittance & Discharge: You’ll prepare client records before arrival, collect medical histories, and follow hospital guidelines for patient admittance.
- Payment Processing and Reconciliation: As a CSR, you’ll handle all payment transactions with precision, processing cash, checks, credit cards, and other payment methods.
- Additional Duties: You'll help keep the practice tidy by maintaining public areas, restocking retail displays, and replenishing the refreshment area.
- Personal Conduct: As a CSR, you’ll be a key representative of the hospital, ensuring interactions with clients, patients, and team members are always courteous, tactful, and positive.
- Professionalism: You’ll adhere to your work schedule, clocking in and out promptly and following hospital policies for attendance.
Requirements
To excel in this role, you should have:
- Education: A high school diploma or equivalent.
- Office Skills: Knowledge of general office practices, CSR duties, and effective telephone techniques.
- Clerical Proficiency: Demonstrated ability to perform clerical tasks quickly and accurately.
- Recordkeeping Experience: Experience assembling patient records, obtaining information from clients, and accurately entering diverse data into patient records.
- Self-Motivation: Ability to complete tasks independently within designated timeframes.
- Empathy and Compassion: A proven ability to show empathy toward clients and a respectful, compassionate attitude towards animals.
- Communication Skills: Excellent interpersonal communication skills and a commitment to outstanding client service.
- Physical Capability: Ability to lift objects weighing up to 40 pounds independently, and over 40 pounds with assistance.
- Energetic Work Ethic: Capability to stay focused and energetic throughout your entire shift.
Preferred Qualifications
Familiarity with veterinary medical terminology and procedures, as well as general computer skills. Typing speed of 35 words per minute and experience using a 10-key adding machine. At least two years of recent experience in an office or medical setting, with progressively increasing responsibilities.
Compensation negotiable based on credentials and experience with an hourly pay rate starting at $17 -$21 / hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
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