Customer Service Representative

Veterinary Office Scheduler

Primary Responsibilities

Telephone Communication

Answers incoming telephone calls using proper telephone etiquette. Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.

Client Relations

Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, 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, Practice Manager, or other staff member. Uses active-listening skills to obtain all necessary medical and personal information from the client. Discerns any potential client problems, complaints, or questions and handles them appropriately. Relays medical instructions; itemizes the client's statement; reviews it orally with the client; and informs the client about hospital policies, such as pre-operative instructions, payment and credit policies, and vaccination policies. Communicates with clients as needed regarding invoices and the medical status of their pets. Makes calls to clients on a timely basis from a call-back list. Provides clients with any information or instructions they will need prior to their appointments. Contacts clients to schedule discharge appointments and recheck appointments and confirms appointments and pre-surgical instructions. Maintains knowledge of current wellness-care standards and common medical problems. Maintains current client contact information.

Appointment Scheduling

Schedules outpatient, surgical and hospitalized patients using a computerized scheduling program. Schedules appointments in accordance with established hospital guidelines, allocating the appropriate amount of time (15 or 30 minutes) according to the type of visit. Maintains "E slots" for emergencies and helps keep the practice on schedule. Schedules appointments to meet the clients' needs and most efficiently use veterinarians' and staff members' time.

Procedures and Protocols

Adheres to all hospital policies, standards, and procedures, including but not limited to dress code, grooming, smoking, and personal calls, as stated in the hospital procedures manual. Communicates basic patient preventative care protocols to clients. Maintains knowledge of the practice's products and services. Improves veterinary knowledge by taking advantage of staff meetings and in-house training.

Cash Handling

Accepts payments from the client. Accurately processes cash, checks, charge card payments, and credit account payments. Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit as needed, and presenting reports and deposit receipts to the Practice Manager or owner.

Personal Conduct

Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members. Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed. Adheres to the posted work schedule. Arrives for work promptly and begins work at start time. Follows hospital policies for reporting lateness or absences. Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks. Organizes work area and exercises time-management skills to maximize personal efficiency. Prioritizes tasks and handles multiple tasks in a calm, organized manner.