Client Services Lead

Do you have a passion for felines? Experience working in an Animal Hospital? Looking for a quieter hospital setting (no barking dogs)? This is your opportunity to join a Cat Specialty Practice, under the direction of Dr. Tina Hall, DVM DABVP (feline) The Cat Clinic serves Hamilton and the greater area.

OVERVIEW:
The Client Service Representative main responsibility is to provide exceptional client service while maintaining a smooth and efficient flow of clients and patients through the hospital. More specifically, the CSR is responsible for greeting clients, determining the needs of the clients and patients, and completing the check in and check out process. In addition to specific task-orientated details, there are other very important qualities needed for this position. Friendliness, organization, efficiency, time-management, multi-tasking, stress management, flexibility, and being a team player are the most critical. This is a full or part time position; scheduled days and hours may vary based on the hospital need. Overtime and weekend hours are possible. This position may require some heavy lifting, +- 30lbs.

JOB DUTIES & RESPONSIBILITIES:
General Tasks:

- Follows time clock procedures for clocking in and out at the start, lunch, and end of each day.
- Report to work on time for each shift
- Ensures that the front office is clean and odor free
- Maintaining a professional appearance at all times

Client Service:

- Welcome everyone who comes in with a smile and warm greeting. Call the animals by name and engage the client in conversation, confirming their contact information, the purpose of the visit, and any other services.
- Greet clients professionally on the phone; Determine if the call should be handled by another staff member and transfer or take appropriate message as necessary. Answer any questions regarding procedures/fees in a way that focuses on the value prior to giving the cost.
- Completes client check-in’s and check-out’s, providing all appropriated hand-outs, rabies certificates, consent/release forms, pre-surgical anesthesia forms. Scan and attach all previous history into the patient’s chart and manually enter any vaccine dates in and alerts into Avimark.
- Client education; routine medical questions such as heartworM/Flea treatment, vaccination schedules, and worming.
- Reminder calls; reminding clients of pulling food prior to surgery for next day, fasting blood draws schedules, regularly scheduled appointments.
- Takes incoming calls and schedules client appointments following all scheduling guidelines to maintain flow and priorities. Gather all necessary information and document it properly for new clients and confirm due dates and needs for clients.
- Offer Future appointments to every client at time of check out.
- Prepares Condolences, sympathy cards for lost loved ones and assists emotional and/or grieving clients.
- Assists in the Treatment areas with patient care and handling
- Completes follow-ups with clients in a timely manner

Financial Responsibilities:

- Provides cost estimates and prepares client invoices while informing clients of credit policies and any outstanding balances.
- Enters charges accurately into the computer using appropriate codes and take client payments.
- Reconciles cash drawer several times/day, at the change of each shift and reports to hospital manager.
- Prints daily and monthly computer reports and reconciliation; make sure credit card, checks, and cash totals match daily deposit at the end of each day.

Qualifications:

- Basic veterinary medical knowledge, products, and services.
- Telephone etiquette
- Excellent oral and written communications skills
- Interpersonal skills
- Basic computer skills (Microsoft Office, E-mail, and Avimark experience preferred)
- Strong organization skills
- Typing skills
- Payment handling skills
- Education: High School degree, Bachelors degree (a plus), prior client service experience in related area preferred but not required.

Abilities:

- Professional and courteous, flexibility, willingness to learn, ability to remain calm under pressure, attention to detail, time management.

SUMMARY:
The purpose of this position is to act as a bridge between our clients/ patients and our medical staff in the form of customer service of varying types. Client Service Specialists are the first people clients see or speak with and therefore solely hold the power of making the first impression. They are also in most cases the last people the clients see or speak with, also determining the quality of the lasting impression.
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- We are committed to fostering an open and inclusive environment where everyone belongs, our people feel comfortable and confident to be themselves and reach their full potential regardless of age, race, national or ethnic origin, gender identity or expression, marital and family status, religion or other belief, cult