Veterinary Client Service Representative

Coyne Veterinary Center is looking for a friendly customer service focused individual to join our growing reception team!

At Coyne, our goal is to provide excellent veterinary services to the community and do everything possible to help those in need. We are a full-service state-of-the-art animal hospital located in Crown Point, IN. Each one of our employees are chosen based on their compassion, skills and in-depth veterinary knowledge. We strive to create a nurturing, educational, and fun environment for all employees, clients, and animals who enter our doors.

The primary job for a Client Service Representative (CSR) is to exceed our clients expectations for outstanding client service while creating a warm and welcoming impression. A good CSR is a people person who enjoys working with diverse clients and is caring, friendly, and efficient.

The CSR must remain professional and courteous to clients and co-workers while handling multiple tasks at once with many interruptions. CSR's answer the phones, differentiate between routine and emergency cases, schedule boarding/grooming appointments, greet clients, admit and check out clients, process payments and manage financial information, and communicate between clients and other staff.

Client Service Representatives must be able to empathize with clients and remain compassionate and well-mannered if a client becomes emotional or discourteous. They should remain calm and collected in the face of emergency situations and have a firm belief in the quality of care we provide and communicate this sense of assurance to our clients. The CSR must know and understand our services and recommendations and be able to clearly communicate these to our clients.

Providing for patient and client comfort by keeping the reception area clean and presentable is part of the daily routine. Ultimately, it is the receptionist who is responsible for creating a good first and last impression on our clients. The importance of this role can not be over emphasized.

Job Responsibilities:

Provide compassionate care to all patientsGreet clients and pets by nameAnswer phones promptly and professionally using a multi-line phone systemReceive and transmit faxesTake and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document informationNote in medical records the details discussed during client conversations including the date, time, key points of the discussion and any action requiredCheck medical and computer records for accurate client addresses, phone numbers and emailsWeigh pets each visit and record weights in medical records and on computerSchedule boarding/grooming appointments according to hospital scheduling guidelinesAnswer clients questions about veterinary services and products and provide knowledgeable advice about wellness, prevention and diseaseFill prescriptions and provide routine administration instructions to clientsAlways refer to the veterinarian as doctor; never use the doctors first name in the presence of clientsPrepare consent forms, estimates/treatment plans and be able to discuss the hospitals financial policies with clientsPrepare health certificates and/or proof of vaccination as requested by the clientAdvise clients on proper nutrition, flea/tick/heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products and other retail itemsMaintain a clean, neat reception area and front deskExplain invoices to show value for the care provided, stating all services and products before the totalCollect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checksKnow fees for routine servicesRetrieve, update and file patient medical recordsClean up after pets accidents in the reception area, exam rooms and exterior sidewalksWater and maintain plants in waiting exam roomsCollect specimens that clients bring in for lab analysis, label and take to the lab area. Note the date and time of specimen collection in the appropriate hospital log to ensure they are completed and the client is notified of the results. Place corresponding medical file in appropriate areaRecognize emergency situations, enlisting the aid of doctors and techniciansWear personal protective equipment required for each job duty and keep PPE in good working order. PPE includes goggles or face shields, aprons, gloves and/or other equipment assigned.

Provide facility tours for clients, explain services offeredMaintain food and supply storageUnderstand infectious diseases and how to control and prevent their spreadAttend monthly mandatory staff meetings

Skills Needed:

Ability to read and comprehend instructionsEffective communication with clients in person and by phoneExperience in caring for animals, proper restraint techniques preferredAbility to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimalsAbility to work with computer-based veterinary softwareExceptional customer service skillsAbility to work in a fast-paced environment

Physical Obligations:

Able to lift and carry up to 50 poundsEndure standing and walking on hard floor surfaces for extended periods of timeAble to work in noisy work conditions with sounds from animals and equipmentTake safety precautions for exposure to toxins, drugs, anesthesia and radiation

Benefits:

Medical, Vision, Dental, and Life insurance offered401k offered after 1 year of employment with 3% employer matchPTO and sick pay offered and increases with longevity of employmentUniform allowanceGreat pet care discountFriendly and compassionate work environmentCoyne Veterinary Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Coyne Veterinary Center complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.