Lead Client Service Representative - Harper Woods Veterinary Hospital

Established in 1954, Harper Woods Veterinary Hospital offers your companion pets a modern, well equipped hospital with comfortable patient quarters and state-of-the-art diagnostic and treatment facilities. Our philosophy of pet care is simple. By being the spokesperson for your pet’s best interest, we strive to provide superior and compassionate health care to ensure that your pet lives the longest, healthiest, and happiest life possible.

Our practice is excited to expand to our team! We are looking for an individual who is good at communicating, organization, and multi-tasking, and who is ready to work in a fast-paced environment. This position is for a Lead CSR; therefore, the ideal candidate would have 1-2 years' prior experience as a veterinary Client Service Representative, comfortable working a multi-line phone system, putting together statements for our adoption groups, and creating the schedule for our reception staff.

CSR $17-$21 DOE

Hours: Monday - Friday 9:00am - 6:00pm

We are proud to offer our teammates comprehensive benefits:

• Medical, Dental, and Vision insurance
• Disability insurance
• Life insurance
• Paid time off
• 401(k) with match
• Scrub Allowance
• Pet Care discount

Position Purpose

Reporting into the Practice Manager, the Client Service Representative (CSR), provides an exceptional experience to our clients during every interaction. In addition to continually engaging the client, the CSR performs practice administrative tasks such as record maintenance and appointment tracking. The CSR manages practice reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing and mail services. The CSR applies practical knowledge of practice processes and services, the basic rules and regulations governing visitors and animal patient treatment, and veterinary record requirements and terminology to ensure every patient is well-cared for and every client has an exceptional experience.

Client Service Representative Competencies

· Patience & Compassion: Remaining professional while still making Doctors, teammates, clients, and patients feel as comfortable as possible regardless of the situation or challenges presented.

· Collaboration & Teamwork: Carefully coordinating actions with practice team members. Quickly incorporating feedback to ensure positive results. Sharing ideas and being open to other’s ideas.

· Communicating: Conveying patient visit outcomes to clients and teammates to ensure successful client care, applying excellent written and verbal skills.

· Active Listening: Following the expressed wishes of teammates and clients.

· Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.

Essential Responsibilities

· Leads practice opening and closing procedures per Practice Manager instructions and practice procedures.

· Ensures all public areas are clean and presentable for patients; cleans and straightens areas including the front desk, reception area, waiting area, office, public bathroom(s) and exam rooms.

· Processes cash, checks, charge card payments and credit account payments.

· Schedules appointments for the clinic adhering to practice and Doctor preferences and ensure appropriate workflow.

· Assists in the updating of client/patient files, as needed.

· Prepares and sends client correspondence.

· Sends reminder notices to clients for periodic notifications; conducts re-calls to clients on a timely basis from a call back list.

· Performs a backup of the computer system on a regular basis, as directed.

· Performs and oversees the performance of posting daily business.

· Welcomes clients and patients to the practice with a warm and friendly demeanor and ensures an excellent experience during the practice visit.

· Answers incoming telephone calls applying proper telephone etiquette.

· Presents clients with medications, instructions, new client kits and any other take home items.

· Handles emergency situations with great care, patience, and following established clinic policies and procedures.

· Addresses client concerns in a calm and appropriate manner, ensuring every experience ends in satisfaction.

Requirements / Qualifications

· High school diploma or equivalent

· Previous veterinary experience preferred

· Previous reception experience required

Job Type: Full-time

Pay: $17.00 - $21.00 per hour

Expected hours: 30 – 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Compensation package:

• Bonus opportunities
• Performance bonus

Schedule:

• Monday to Friday
• No weekends

Experience:

• reception: 1 year (Preferred)
• veterinary: 1 year (Preferred)
• Computer literacy: 1 year (Preferred)
• Customer service: 1 year (Preferred)
• Multi-line phone systems: 1 year (Preferred)

Ability to Relocate:

• Harper Woods, MI 48225: Relocate before starting work (Required)

Work Location: In person