CSR

Position Classification: Customer Service Representative

Reports To: Director of Administrative Personnel

Work Hour Requirements: 160 Hours/ per Month

Responsible For: Client Relations/Front desk

On-Site Requirements: Full-Time Position

Core Values: Adheres and Implements the Following Core Values for ALL Front Desk Personnel Daily: · Honesty · Quality · Service · Integrity · Empathy · Education

Core Statement: If It Is Good for the Pet, If It Is Good for the Client, If It Is Good for The Hospital, WE DO IT!

Position Summary: · Customer Interaction: Interact with pet owners via phone, email, text, and in-person, addressing inquiries, scheduling appointments, and providing information about our veterinary services. · Appointment Scheduling: Efficiently schedule appointments for veterinary consultations, check-ups, and procedures, considering the availability of veterinarians and the specific needs of each pet. · Telephone and Intermediate Computer Skills: Handling multi-line phone system, how to log into multiple systems being used every day to perform everyday job duties, knowledge of excel and word. · Billing and Payments: Assist clients with billing inquiries, payment processing, and insurance-related matters. Ensure accurate invoicing and financial transactions. · Information Provision: Offer detailed information about our veterinary services, including preventive care, vaccinations, dental procedures, and surgeries, ensuring pet owners are well-informed about their options.· Issue Resolution: Address customer concerns, complaints, handle issues with empathy and professionalism, working towards effective and satisfactory resolutions. · Record Keeping: maintain accurate and up-to-date records of customer interactions, appointments, and pet/client details in our practice management software. · Educational Support: Provide educational support to pet owners, offering guidance on pet care, nutrition, and preventative measures to enhance the health and well-being of their animals. · Collaboration with Veterinary Team: Collaborate closely with veterinarians, veterinary technicians, and other staff members to ensure seamless communication and coordination in delivering high-quality veterinary care. · Promotion of services: Inform pet owners about promotions, discounts, and special offers, encouraging them to prioritize their pets' health through our veterinary services. · Follow-Up: Conduct follow-up communications with pet owners to ensure satisfaction after veterinary visits or procedures. · Compliance: Adhere to veterinary clinic policies, procedures, and compliance standards, ensuring a smooth and ethical operation. · Continuous Improvement: Contribute to the continuous improvement of customer service processes, suggesting enhancements to elevate the overall customer experience.

Daily Operations: · Walk-Thru front lobby/Make sure clean · Count Cash, log into binder · Log into all systems · Review/Monitor the schedule throughout shift · Verify/complete all emails in Info@i35mpah · Complete follow-up calls from previous day · Send sympathy cards/Thank you cards · Check hospitalized patient's deposits/invoices · Scans throughout shift · Monitor Weave for faxes/text messages · Monitor appointment requests · Monitor and review any voicemails-respond back to clients · Answer phones in a timely matter · Contacting clients when pet's ashes/pawprints have returned · Email clients rDVM when requested (completed medical records) · Educate clients about Trupanion, submit same-day exam offer. · AM shift/Mid shift check totals, make sure all money is good. · End of shift huddle notes added in TEAMS · Monitor tasks and or reminders in Navetor. · Confirm next day appointment's in Navetor and Vethero · Scans throughout shift · Monitor the schedule for the day/week, make sure appointments are scheduled correctly · Audit Prepaid medications · Recall Reminders-past due services · 60%

Client Communications: · Client Concierge · Client Complaints – Troubleshoot and resolve – Write up complete conversation in the client record, Includes Date, Time, Situation, Resolution and your Signature · Offer treatment plans to clients for services as directed by doctor · Always communicate with clients waiting in the lobby every 5-7 minutes with updates on wait times and any other situations that may affect wait times. 10%

Additional Responsibilities: · Listen to assigned calls in Weave for conversion rates

Financial And Accounting: Make sure all daily invoices are finalized, no open balances

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