Veterinary Client Service Representative

Job Description

Coyne Veterinary Center is looking for a friendly customer service focused individual to join our growing reception team!

At Coyne, our goal is to provide excellent veterinary services to the community and do everything possible to help those in need. We are a full-service state-of-the-art animal hospital located in Crown Point, IN. Each one of our employees are chosen based on their compassion, skills and in-depth veterinary knowledge. We strive to create a nurturing, educational, and fun environment for all employees, clients, and animals who enter our doors.

The primary job for a Client Service Representative (CSR) is to exceed our client’s expectations for outstanding client service while creating a warm and welcoming impression. A good CSR is a “people person” who enjoys working with diverse clients and is caring, friendly, and efficient.

The CSR must remain professional and courteous to clients and co-workers while handling multiple tasks at once with many interruptions. Client Service Representatives must be able to empathize with clients and remain compassionate and well-mannered if a client becomes emotional or discourteous. They should remain calm and collected in the face of emergency situations and have a firm belief in the quality of care we provide and communicate this sense of assurance to our clients. The CSR must know and understand our services and recommendations and be able to clearly communicate these to our clients.

Ultimately, it is the receptionist who is responsible for creating a good first and last impression on our clients. The importance of this role can not be overemphasized.

Job Responsibilities:

Provide compassionate care to all patients

Greet clients and pets by name

Answer phones promptly and professionally using a multi-line phone system

Receive and transmit faxes

Take and deliver messages promptly to appropriate staff

Pull medical records of patients so staff can properly document information

Note in medical records the details discussed during client conversations including the date, time, key points of the discussion and any action required

Check medical and computer records for accurate client addresses, phone numbers and emails

Weigh pets each visit and record weights in medical records and on computer

Schedule boarding/grooming appointments according to hospital scheduling guidelines

Answer clients’ questions about veterinary services and products and provide knowledgeable advice about wellness, prevention and disease

Verify prescriptions including prescription diets as well as flee and tick medications and provide routine administration instructions to clients

Prepare consent forms, estimates/treatment plans and be able to discuss the hospital’s financial policies with clients

Prepare health certificates and/or proof of vaccination as requested by the client

Advise clients on proper nutrition, flea/tick/heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products and other retail items

Maintain a clean, neat reception area and front desk

Explain invoices to show value for the care provided, stating all services and products before the total

Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks

Know fees for routine services

Retrieve, update and file patient medical records

Clean up after pets’ accidents in the reception area, exam rooms and exterior sidewalks

Water and maintain plants in waiting exam rooms

Collect specimens that clients bring in for lab analysis, label and take to the lab area

Recognize emergency situations, enlisting the aid of doctors and technicians

Provide facility tours for clients, explain services offered

Maintain food and supply storage

Understand infectious diseases and how to control and prevent their spread

Attend monthly mandatory staff meetings

Skills Needed:

Love and compassion for animals

Positive attitude

Ability to read and comprehend instructions

Effective communication with clients in person and by phone

Ability to work with computer-based veterinary software

Exceptional customer service skills

Ability to work in a fast-paced environment

Physical Obligations:

Able to lift and carry up to 50 pounds

Endure standing and walking on hard floor surfaces for extended periods of time

Able to work in noisy work conditions with sounds from animals and equipment

Take safety precautions for exposure to toxins, drugs, anesthesia and radiation

Benefits:

Medical, Vision, Dental, and Life insurance

401k

PTO

Uniform allowance

Great pet care discount

Friendly and compassionate work environment

Coyne Veterinary Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Coyne Veterinary Center complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Full-time