Customer Service Representative

Job description

Heron Creek Animal Hospital is an AAHA Certified Hospital. We are excited to grow and expand our Team!

The Client Service Representative fully assists the technicians and doctors to help improve the quality of care given to the patients before they are even in our hospital to ensure a smooth and fulfilled appointment for the owner and pet. While aiding the whole hospital in achieving greater efficiency by relieving them of clerical work at Heron Creek Animal Hospital. 

PRIMARY JOB RESPONSIBILITIES

• Answers phone calls i.e. answering questions, screening for service needs, and scheduling appointments.

• Obtain patient records from other hospitals and properly attach them to patient files.

• Accurately schedule patient appointments.

• Understanding of hospital protocols on examinations and refills to relay to owners. 

• Communicate with and educate owners.

• Handles incoming and outgoing mail, e-mail, and client platform communications. 

• Maintain knowledge of preventative healthcare recommendations to answer client questions, provide education on vaccines, flea and heartworm products, and assist in marketing veterinary services from which their pet would benefit, such as a dental cleaning, senior wellness, spay and neuter and boarding.

• Clean and maintain lobby area and examination rooms.

• Work well with all team members and ensure that your actions support the hospital, the doctors, and the practice philosophy.

• Perform other duties as assigned.

CONTROLS OVER WORK

The Client Service Representative works under the direct supervision of the Hospital Manager who will indicate general assignments, limitations, and priorities.  Recurring assignments are performed independently. Completed work is reviewed for technical accuracy and compliance with established procedures.

SKILLS AND KNOWLEDGE

• Knowledge of the procedures used for receiving, and scheduling patients.

• Knowledge of Practice Management Software 

• Knowledge of Online Booking tool & Client Communication 

• Knowledge of principles and processes for providing client and personal services. This includes client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.  

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

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

• Critical thinking - Understanding logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

PHYSICAL EFFORT 

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. 

• Frequently required to bend, stand, stoop, walk, sit, talk, and listen, frequently working in a bent position. 

• Frequently use hands to manipulate, handle, or feel; will reach with hands and arms. 

• Use strength or agility in capturing and restraining stronger, more active animals. 

• Frequently lift and/or move up to 50 pounds.

Occasionally handle dogs weighing up to and over 150 lbs. Assistance will be provided by animal handlers when working with larger animals.