Client Service Representative

Summary The receptionist is the client's first contact when calling or visiting the practice and, as such, represents the professional image of the practice to callers and visitors. The receptionist answers telephones, greets clients, prepares patient files and fields a variety of client concerns and questions. Receptionists receive and relay client correspondence, update client financial records, and promote the overall culture of the practice by communicating hospital and pet related information to the client. The exceptional receptionist has the ability to diffuse negative client situations, foster client bonding and manage the overall flow of hospital appointments.

EDUCATION AND LICENSURE REQUIREMENTS

• High school diploma or equivalent.

EXPERIENCE REQUIREMENTS

• Client Service experience and excellent verbal and written communication skills
• Previous receptionist and veterinary practice experience are desirable but not required.
• Is attentive and greets clients and patients by name, and deals intelligibly, pleasantly and efficiently with clients at all times
• Handles angry or grieving clients in a calm, reassuring and comforting manner and in an area where conversations can be held privately.
• Resolves customer complaints with tact and sensitivity while protecting the interests of Bridgewater Veterinary Hospital.
• Maintains strict confidentiality regarding client and patient information as well as for any medically sensitive documents.

Can handle a volume of client correspondence efficiently including procedure reminders, thank you cards, welcome forms, sympathy arrangements and cards, and A/R statements, medical forms etc. Correctly and confidently reviews pre and post procedure instructions as directed by veterinarians and hospital policy. Correctly and confidently reviews follow up instructions, medication dosages and pre appointment instructions with clients as indicated. Ability to keep office space and lobby organized. Ensures a smooth and efficient client/operational flow by appropriately directing client traffic in the hospital. Possesses a familiarity with and basic understanding of common procedures and the times typically required to complete them, allowing for more efficient scheduling. Implements and follows hospital policies related to scheduling, billing, patient assistance and medical communications. Documents conversations, medical record entries, and all other necessary communication exchanges accurately and as hospital procedure and policy dictates. Transcribes all messages accurately and delivers urgent messages in a timely manner. Maintains and restocks office supplies as indicated. Maintains a clean working environment including file room, lobby and front desk. Maintains a list of tasks and engages in productive work during slow periods. Completes the opening and closing tasks in compliance with the practice's policies.

Manages multiple telephone tasks:

answering the phone promptly, responds to routine calls as dictated by hospital policy, responds to emergency calls as dictated by hospital policy. Assists clients in completing Care Credit Applications or transactions or assists clients in submitting medical insurance forms and applications. Can accurately read medical histories and is easily able to identify doctors' plans, disorders, patient reminders and all other pertinent medical information in patient records. Ensures that all medical records are complete. Ensures that all forms are completed, client information is up to date, and medical histories and doctor notations are completed and accurate. Can work to maintain an effective veterinarian appointment schedule, screening emergencies and prioritizing cases that need to be seen. Can answer client's inquiries about basic animal care questions and routine procedures. Can educate clients on over-the-counter products such as shampoos and nutraceuticals; has full knowledge of heartworm and external parasite preventives to promote client education and sales. Can educate and guide clients to make appropriate decisions regarding optimum pet care. Possesses a basic working knowledge of general canine and feline wellness care including vaccinations, routine laboratory tests, procedures and diagnostic tools etc. Possesses a basic working knowledge of commonly used medications in hospital. Can bond with clients during interactions.

• Can keep the front desk a positive area even in the event there is a client wait time.
• Can admit patients and handle medical records entries accurately.
• Can prepare health certificates, immunization certificates, laboratory requests, and euthanasia certificates.
• Can handle client/patient transfers with ease.
• Can prepare client invoices for services performed.
• Can accurately handle payment transactions.
• Can accurately and empathetically communicate treatment plans to clients.
• Receives and relays telephone, fax, and email messages accurately and promptly.
• Answers telephones and handle calls quickly, efficiently and in a professional and friendly manner using a multi-line system.
• Can enter and update client and patient information into practice computer software.
• Has good computer skills and shows accuracy in inputting details.
• May be assigned other duties as indicated by the needs of the hospital and when instructed by superiors.

BEHAVIORAL EXPECTATIONS

• Promote a positive attitude among staff.
• Is a "Team player" and wants the hospital as a whole to succeed
• Avoids drama and gossip
• Is driven to learn and advance knowledge and skills
• Handles stress and pressure with poise and tact.
• Be willing and available to stay late or through breaks, when needed, to assist with emergency or critical-care patients.
• Show respect for clients, team members, and animals (alive or deceased) at all times.
• Be able to handle and diligently facilitate a heavy workload, including multi-tasking, quick decision making, prioritizing and accomplishing tasks in the face of interruption.
• Ability to keep a "level head" during potentially highly stressful and emotionally charged situations including patient death and witnessing serious injury and/or abuse cases.
• Conduct oneself in a professional and confident manner at all times during a working shift.
• Understand and carry out written and oral instructions well.
• Reliable, has a strong work ethic and is a dedicated team performer.
• Maintains a positive and cooperative relationship with other employees.
• Responds to change in a positive manner
• Is responsive and open to coaching and takes constructive criticism positively

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Life insurance Paid time off Paid training Parental leave Vision insurance

Education:

High school or equivalent (Preferred)

Experience:

Customer service: 2 years (Required)

Work Location:

In person