Client Service Representative

Job Description

Job Description

Description :

Valley Veterinary Service has it all! We have been AAHA certified for over 20 years, and we are very proud to serve the Mon-Valley and surrounding areas for over 50 years! Our dedicated Fear Free Certified team is committed to educating our clients at each and every visit. We encourage the building of healthy relationships between pets and their people by additionally offering behavior services with our own Certified Trainer. We set our standards very high, and our associates are caring, empathetic, and have a strong desire to be of service to others – both humans and their companion animals. Through our daily interactions with patients, we strive to maintain our strong and respected reputation built on integrity and a high level of care. Working here will remind you why you went into veterinary medicine in the first place! We are so proud of the legacy we have created in our community.

Position Overview

The purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff.

The CSR enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions. Our CSRs firmly believe in the quality of care provided and communicates this sense of assurance to clients. They understand our services and recommendations and clearly communicates them to clients.

Position reports to the Practice Manager. Periodically receives direction from veterinarians.

Telephone Communication & Client Relations

• Answers incoming telephone calls by the third ring using proper telephone etiquette. This includes using a three-part greeting and asking callers before placing them on hold.
• 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.
• Follows established clinic 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 re-appointments and confirms appointments and pre-surgical instructions.
• Maintains knowledge of current wellness-care standards and common medical problems.
• Maintains current client contact information.

Hospitality

Appointment Scheduling

Computer Use and Maintenance

Marketing and Client Education

Procedures and Protocols

Recordkeeping and Filing

Patient Admittance

Patient Discharge

Cash Handling

Facility Maintenance

COMPENSATION & BENEFITS

Our Community : Rostraver Township is one of Pennsylvania's most scenic and fastest growing townships and continues to be one of the most desirable places to live. A wonderful community close to Pittsburgh, more than 300 businesses contribute to Rostraver's reputation as the finest and largest shopping area with a small-town atmosphere. Residents of all ages enjoy our historical, educational and recreation opportunities. The many outdoor opportunities in the Township remain a constant source of pride for our community. Cedar Creek Park offers activities ranging from exploring the unspoiled beauty of the natural gorge, to enjoying a free concert series at the park amphitheater. If you love sports, you have the chance to participate in everything under the sun including softball, baseball, soccer, and basketball. With our unique history, this is a wonderful place to work, play and raise a family.

Requirements :