Customer Service Representative

HR Advantage is looking for a talented Customer Service Representative for a veterinary clinic in Nixa, MO.  The primary job for a CSR is to exceed our client’s expectations for outstanding client service while creating a warm and welcoming impression. In our opinion what makes a good CSR is a ‘people person’ who enjoys working with diverse client and is caring, friendly, and efficient.

The CSR must remain professional and courteous to client and co-workers while handling multiple tasks at once with many interruptions. The position is part crowd control, part efficiency expert, and part records manager. CSRs answer the phones, differentiate between routine and emergency cases, schedule appointments, greet clients, admit and check out the day’s appointments, process payments and manage financial information, and communicate between client and other staff.

CSRs should have a firm belief in the quality of care we provide and communicate this sense of assurance to our clients. The CSRs 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 CSRs who is responsible for creating a good first and last impression on our clients. The importance of this role cannot be over emphasized.

Responsibilities and Duties:

  • Understanding of Clinic policies and procedures
  • Answer phone by the third ring in courteous and friendly manner
  • Receive all incoming calls and directs them to the appropriate team member or taking messages
  • Check in client/pet by weighing pet, placing into a room, and informing tech or DVM of patient waiting.

Responsibilities and Duties Continued:

  • Provide medical advice to the best ability and within scope of position over the phone
  • Document medical notes/ Phone consultation of conversation with clients in software system
  • Ability to provide phone shoppers with answers to their questions to establish the value associated with the service we provide
  • Utilize effective listening skills to obtain all necessary medical and personal information from the client
  • Discern any potential client problems, complaints, or questions and handle appropriately
  • Understanding of wellness care and common medical problems to aid in client communication
  • Phone calls to remind new clients of appointments and provide client with any information or instructions they will need prior to their appointment
  • Monitor online appointments and process as needed
  • Scheduling appointments and communicating with clients about wait times
  • Preparation of appointments paperwork
  • Distribute new client paperwork
  • Ensure all client contact information is current via phone and in person
  • Inform clients of payment policies
  • Admit and release of patients to ad form hospital and appointments
  • Greet clients and patients by name, offer coffee and if children are with client to offer children’s area (children should not be unattended).
  • Review invoice, set next appointment, and ensure client has had all of their questions answered in a friendly courteous manner
  • Receive and accurately record client payments
  • Reconcile credit cards, check, and cash transactions daily
  • Prepare deposit and batch out credit card terminals
  • Accurately invoice coupons and gift certificates
  • Scan medical documents and attach them to the appropriate medical chart
  • Process returned mail/postcards – contact client to verify and correct contact information
  • Make future appointments at checkout
  • Fax medical record requests if client has given permission
  • Ability to triage urgent care patients and channel them to the medical care team
  • Manage and mail out sympathy cards
  • Maintain cleanliness of reception area, waiting room, marketing area, and client restroom
  • Attend all staff and departmental meetings as requested
  • Adheres to all clinic policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the clinic Employee Handbook.
  • All other duties as assigned

Education, Knowledge and Skills:

  • Must have high school diploma/GED. Prefer minimum of associates degree in business, office administration, medical or veterinarian clinic experience.
  • Prefer knowledge of medical/veterinary care procedures for assembling patient records in their required order and sequence and for recording a variety of veterinary practitioners’ orders for patient activities, diet, test and treatments in order to maintain an accurate and permanent report of patient information. Knowledge of veterinarian terminology and vocabulary in order to accurately enter specific information into patient records.
  • Strong communication skills
  • Must enjoy working with the public
  • Ability to work in fast paced environment
  • Must have mathematical aptitude for basic math including adding, subtracting and reading invoices. Includes problem solving skills.
  • Efficient communication skills including verbal and written format
  • CSRs must be able to empathize with clients and remain compassionate and well-mannered if a client becomes emotional or They should remain calm and collected in the face of emergency situations.
  • Ability to gather information from management to complete records, in giving instructions for scheduling appointments and therapeutic activities and in relaying the practitioners’ orders concerning animal care and treatment

PHYSICAL DEMANDS AND WORK ENVIRONMENT

  • Frequent sitting for long periods of time up to two (2) hours in length
  • Occasional standing, stooping, kneeling, crouching and crawling
  • Frequent walking within the clinic/work area including outdoors
  • Frequent written and oral communication and interaction with management, veterinarians, staff and pet owners (by phone and face-to-face)
  • Ability to lift objects weighing 50 pounds without assistance and objects weighing more than 50 pounds with assistance
  • Frequent typing on the computer requiring manual dexterity
  • Frequent reading and writing
  • Occasional exposure to unpleasant odors and noises
  • May be exposed to bites, scratches, animal waste and contagious diseases

Benefits:

Medical, discounted vet services, free prevention medicine, scrubs provided after probationary period, incentive pay that is shared between staff if the team meets the financial goals. 40 hours PTO after one year of service quickly increases to 80 hours PTO after two years of service. Clinic is closed on major holidays and after the first year you will get that holiday paid for if it lands on your scheduled workday.

Responsibilities and Duties:

Process or direct processing of incoming and outgoing communications involving sorting of mail by general subject matter throughout the clinic.

· Oversee/perform over-the-counter selling of specialty merchandise comprised of animal grooming aids and sundry veterinary items. Exercise a technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products, answer questions concerning products, client invoices, make change and bag merchandise.

· Oversees the inventory and purchase of office supplies and forms storeroom, reorders supplies/informs the veterinary practice manager of the need for supplies to maintain pre-determined stock levels.

· Provide or direct the provision of typing, work processing and data transcribing on assigned computer/word processing unit. Direct retrieval and entry of data; oversee production and quality of automated data products.

· Perform/oversee the performance of posting daily business, mailing statements, taking care of collection accounts.

· Monitor reception staff hours for overtime and if there is a need it should be approved by practice manager.

· Assist veterinarians and practice manager in developing methods that will improve the morale of the CSR staff. CSR’s need to know that they are vital to the operation of the business and are appreciated.

· Above cited duties and responsibilities are largely accomplished through data entry and retrieval through the computer/word processing center. Utilize/modify programs to meet clinic needs.

· Oversee the preparation, maintenance and disposition of required veterinary records and other correspondence.

· Establish inventory control system and manage supply activities.

· Market the practice as necessary to initiate new programs and educate clients of services available.

· Direct receptionists in their performance of a variety of clerical and public contact duties that facilitate the work of the practitioners, technicians, and the veterinary practice manager who directly or indirectly provide patient care. Oversee the screening and assembly of veterinary records and files for active use, storage or disposal in accordance with established records control schedules.

· Make informal recommendations to the veterinary practice manager or owner concerning such personnel matters as staffing needs, advancement, re-assignments, hours of work or other status changes affecting the receptionists. Direct on-the-job training to develop employee skills, advice employees of performance requirements and their progress in meeting those requirements, discuss corrective measures to improve performance and prepare appraisals. Resolve informal employee complaints, provide a general explanation of the nature and basis for clinic personnel policies and procedures; maintain effective employee-management communication.

· Schedule receptionist department and any other departments as instructed.

· Conduct monthly team meetings in conjunction with management/ownership.

· Assist in job evaluations for all CSR’s.

· Show unbiased judgment when managing people and make fair and just recommendations in regards to personnel issues and/or disciplinary action.

· Ability to plan and organize all veterinary administration and personnel activities.

· Receive/oversee the receipt of telephone calls and visitors. Answer questions regarding admission policy, cancellation or re-scheduling of appointments, clinic hours and services. Apply established guidelines concerning the release of information on patients’ conditions. Interview owners of animal patients new to the clinic to obtain identifying information such as name, address, nature of illness/injury/boarding requirements, etc. Initiate patient appointments for tests/x-rays. Explain necessary test preparation for animal(s) and record information such as date, type of exam and procedures required on appropriate patient records. Schedule and coordinate return appointments.

· Works with Practice Manager to rectify financial issues that arise between the clinic and its clients. Uses a variety of methods in collection of delinquent accounts. Determines when special financial agreements are appropriate; ensures that agreements made are properly followed.

· Fills in for CSR duties when needed.

· Adheres to all clinic policies, standards and procedures, safety practices, including but not limited to uniforms, grooming, smoking and personal calls as stated in the clinic employee handbook.

· Performs other duties as assigned.

Education, Knowledge and Skills:

· Must have high school diploma/GED. Prefer minimum of associates degree in business, office administration, medical or veterinarian clinic experience.

· Knowledge of clinic procedures for assembling patient records in their required order and sequence and for recording a variety of veterinary practitioners’ orders for patient activities, diet, test and treatments in order to maintain an accurate and permanent report of patient information.

· Strong client service skills.

· Possession of strong organizational skills.

· Ability to effectively use all available resources to provide the best patient care as well as ensure the profitability of the practice.

· Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.

· Understanding the implications of new information for both current and future problem-solving and decision-making.

· Regular attendance and timeliness are an essential function in order to fulfill the requirements of this position.

· Knowledge of clinic procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated

· Performs other duties as assigned.

· Ability to multi-task.

· Requires skill in obtaining information from owners to complete records, in giving instructions for scheduling appointments and therapeutic activities and in relaying the practitioners’ orders concerning animal care and treatment.

· Ability to communicate well, provide strong leadership and motivation to direct, guide and assist a group of individuals including effectively solving problems, setting performance standards and monitoring performance.

· Strong communication and client service skills. Considerable tact and diplomacy is required. Ability to greet clients in a professional, friendly, hospitable manner.

· Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.

· Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

· Requires active listening skills, giving full attention to what other people are saying, taking time to understand the points be made, asking questions as appropriate and not interrupting at inappropriate times.

· Requires telephone conversations.

· Requires use of electronic mail.

· Requires writing letters and memos in professional manner.

· Requires face-to-face discussions with individuals or team members.

· Serves as designated OSHA Officer as well as food inventory as necessary.

Social Skills

· Strong leadership, communication and motivations skills. Has the ability to direct, guide and assist a group of individuals.

· Work well with all employees and ensure that your actions support the clinic, the doctors, and the practice philosophy.

· Ability to work independently on assigned tasks as well as to accept direction on given assignments.

· Monitoring/Assessing performance of yourself, other individuals or the practice to make improvements or take corrective action.

· Ability to adjust actions in relation to other’s actions.

· Teaching others how to perform a task.

· Actively looking for ways to help others.

· Being aware of others’ reactions and understanding why they react as they do.

· Requires dealing with unpleasant, angry or discourteous people.

Technical Skills

· Knowledge of computers and relevant software applications including MS Office (Word).

· Perform routine maintenance on equipment and determine when and what kind of maintenance is needed.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Physical Demands of (Office Manager)

· Frequent standing and sitting for long periods of time up to five (5) hours

· Frequent walking within the clinic/work area including outdoors

· Occasional sitting for lengths of time

· Occasional stooping, kneeling, crouching and crawling

· Frequent interaction with management, veterinarians, staff and pet owners (by phone and face-to-face) while communicating orally and in writing

· Ability to lift objects weighing 50 pounds without assistance and objects weighing more than 50 pounds with assistance

· Frequent typing on the computer requiring manual dexterity using hands and fingers

· Frequent reading and writing

· Occasional exposure to unpleasant odors and noises

· May be exposed to bites, scratches, animal waste and contagious diseases.

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