Customer Service Specialist

Dynamic and results-oriented professional with extensive experience in veterinary client care, medical record management, and office operations.

Detail-oriented in managing comprehensive data entry, billing, and financial records. Adept at triaging patient needs and providing crucial support in both administrative and clinical settings, contributing to optimal outcomes for pet care. Organized in coordinating appointments, scheduling procedures, and handling client inquiries with a focus on efficiency and client satisfaction. Skilled in using Avimark Veterinary Software and other specialized systems, streamlining workflow, and improving office productivity. Proactive in managing inventory, overseeing accounts payable, and ensuring the availability of critical supplies and resources. Experienced in working closely with veterinary teams, external specialists, and clients to facilitate high-quality care and support. Motivated to leverage veterinary care expertise and strong analytical skills to excel in pet insurance claims adjustment, ensuring accurate evaluations and timely resolution of claims.

Areas of Expertise

Professional Experience

Lucky Pet Animal Hospital Berwick, ME 2021 – 2024 Lead Client Care Specialist 2024

Client Care Specialist/Receptionist 2021 – 2024

Orchestrated front-office operations as well as ensured optimal customer service and clinic efficiency. Coordinated front- of-office staff by assigning tasks and overseeing daily workflow. Delivered comprehensive training to new client specialist staff with keen focus on enhancing team capabilities and service quality. Triaged patient urgency via phone and in-person assessments and facilitated appropriate care responses. Managed comprehensive use of Avimark Veterinary Software for record-keeping, financial entries, and database maintenance. Administered Accounts Payable, addressed client balances, and maintained fiscal responsibility. Supervised inventory, including the procurement of animal food and office supplies. Scheduled patient appointments and transcribed medical dictations for veterinarians. Collaborated with external surgeons to arrange specialized surgical services within the facility. Provided auxiliary support to veterinarians and technicians for patient care when necessary. Key Contributions:

● Streamlined patient appointment scheduling and contributed to a more efficient practice operation.

● Fostered collaborative relationships with external specialists to expand the range of services offered at the hospital.

● Maintained meticulous financial records and ensured accuracy of billing and supporting the hospital's financial health.

● Implemented an inventory management system that ensured the consistent availability of necessary supplies and products.

● Advanced to lead position by demonstrating exceptional multitasking abilities and commitment to customer service excellence.

Kennebunk Veterinary Hospital Kennebunk, ME 2017 – 2021 Customer Care Representative

Jami Boucher

Customer Service Specialist

***************@*****.*** • 207-***-****

LinkedIn • Remote

• Claims Evaluation

• Pet Care Coordination

• Client Education & Support

• Service Quality Enhancement

• Insurance Policy Interpretation

• Strategic Planning & Execution

• Claims Adjudication

• Claims Processing

• Financial Record Keeping

• Triage & Patient Assessment

• Team Leadership & Training

• Cross-Functional Collaboration

• Pet Health Insurance

• Veterinary Medical Records

• Data Entry & Accuracy

• Veterinary Procedures

Support

• Inventory Management

• Stakeholder Engagement

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Jami Boucher

Answered and directed incoming calls with adherence to established telephone etiquette. Coordinated appointment scheduling and confirmations, while applying veterinary management software with precision. Managed client check-ins and monitored waiting times to optimize client experience. Demonstrated and educated clients on various heartworm, flea, and parasite prevention products. Processed payments accurately and upheld the hospital's financial policies. Key Contributions:

● Streamlined client appointment scheduling by leveraging Avimark Veterinary Software.

● Maintained a welcoming reception area and ensured client and patient comfort and satisfaction.

● Optimized client education on preventative products and contributed to improved pet health outcomes.

● Prepared and managed client records meticulously aimed at ensuring the accuracy and readiness for appointments. Melanie Bisson, Keller Williams Coastal Realty Portsmouth, NH 2016 – 2017 Executive Assistant

Facilitated real estate transactions and ensured acquisition of essential documents such as Tax Maps, Tax Cards, Tax Bills, and Deeds for property listings. Crafted captivating flyers to market properties effectively on social media and to potential clients. Assembled critical listing materials, including agreements and disclosures to support agents in sales activities. Managed a comprehensive database using Microsoft software and maintained accuracy and currency of information.

Key Contributions:

● Ensured strict adherence to deadlines and contributed to the seamless execution of sales processes.

● Designed and distributed high-interest property flyers and enhanced property visibility and client engagement.

● Diligently maintained up-to-date records, safeguarded the integrity of the database, and supported sales success.

● Streamlined clerical operations by efficiently organizing sales documents and scheduling necessary property evaluations.

Salmon Falls Animal Hospital South Berwick, ME 2011 – 2016 Client Care Representative/Veterinary Assistant

Processed and analyzed laboratory work, including urinalysis, complete blood counts, and cytology. Coordinated scheduling for routine and surgical appointments, adeptly managed client invoicing, and facilitated payment processing. Entered and updated medical histories in patient records utilizing Avimark Veterinary Software. Dispensed medical prescriptions and maintained strict adherence to veterinary protocols. Delivered exceptional customer service both in- person and telephonically to foster positive client relationships. Supported veterinary staff with blood draws and vaccine administrations.

Key Contributions:

● Maintained exam room standards and assisted in the provision of top-tier veterinary care.

● Managed a high volume of client interactions, provided excellent customer service, and enhanced client satisfaction.

● Processed a diverse range of laboratory tests and contributed to the accurate and timely diagnosis of patient conditions.

● Played a key role in the administration of vaccines and supported the health and well-being of a large number of patients.

Additional Experience

Client Care Representative/Exam Room Technician Veazie Veterinary Clinic – Veazie, ME Education

Diploma Kennett High School – Conway, NH

Diploma / Maintain active State of Maine Cosmetology License Empire Beauty School – Somersworth, NH Certifications

Certificate in Positive Veterinary Leadership Flourish Veterinary Consulting, August 2024 State of Maine ALERT test January 2017

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Jami Boucher

Certificate of Completion awarded New Hampshire Real Estate School, October 2016 – November 2016 Page 3 3

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