Customer Service Representative bei Amerivet
Amerivet · Medway, Vereinigte Staaten Von Amerika · Onsite
- Junior
- Optionales Büro in Medway
We are looking for a personable and skilled Client Service Representative (CSR) to join our team! As the primary point of contact at our clinic, you will play a crucial role in ensuring every client interaction—whether over the phone or in person—results in a positive and memorable impression.
Your ability to create a welcoming environment and deliver exceptional service will be key to our success.
Primary Responsibilities Telephone Communication
· Answers incoming telephone calls by the third ring, using proper telephone etiquette.
· Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.
Client Relations
· Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
· Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
· Uses active listening skills to obtain all necessary medical and personal information from the client.
· Discerns any potential client problems, complaints, or questions and handles them appropriately.
· Relays medical instructions; itemizes the client’s statement; reviews it orally with the client; and informs the client about hospital policies, such as pre-operative instructions, payment and credit policies, and vaccination policies.
· Communicates with clients as needed regarding invoices and the medical status of their pets.
· Makes calls to clients on a timely basis from a call-back list.
· Provides clients with any information or instructions they will need prior to their appointments.
· Contacts clients to schedule recheck appointments, confirms appointments and pre-surgical instructions.
· Maintains knowledge of current wellness-care standards and common medical problems.
· Maintains current client contact information.
Appointment Scheduling
· Schedules outpatient, surgical and hospitalized patients using a computerized scheduling program.
· Schedules appointments in accordance with established hospital guidelines.
· Schedules appointments to meet the clients’ needs and most efficiently use veterinarians’ and staff members’ time.
Recordkeeping and Filing
· Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
· Retrieves and re-files medical records accurately and promptly.
· Purges inactive files as directed.
· Updates client files and patient records as needed.
· Scans medical documents.
· Email medical records to requesters, with client’s permission.
Procedures and Protocols
· Adheres to all hospital policies, standards, and procedures, including but not limited to dress code, grooming, and personal calls, as stated in the hospital procedures manual.
· Communicates basic patient preventative care protocols to clients. Maintains knowledge of the practice’s products and services.
· Improves veterinary knowledge by taking advantage of staff meetings and in-house training.
Patient Admittance
· Completes required forms, such as the new client form, patient visit form, and obtains all necessary information.
· Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due for the patient.
· Relays all necessary information to the veterinarians and technicians.
· Triages urgent-care patients and communicates with the medical team as appropriate.
Cash Handling
· Accepts payments from the client. Accurately processes cash, checks, charge card payments, and credit account payments.
· Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit as needed, and presenting reports and deposit receipts to the Practice Manager or owner.
Facility Maintenance
· Assists staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms.
· Opens the practice and sets up for the morning as directed.
· Closes the practice for the evening as directed.
Personal Conduct
· Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
· Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
· Adheres to the posted work schedule. Arrives for work promptly and begins work at the start time. Follows hospital policies for reporting lateness or absences.
· Utilizes Workday to clock in and out at the beginning and end of each day as well as breaks.
· Organizes work area and exercises time-management skills to maximize personal efficiency.
· Prioritizes tasks and handles multiple tasks in a calm, organized manner.
At Medway Animal Hospital, we’re committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities. Here’s what you can expect when you join our team:
• Tailored development programs, mentorship, and career path to help you achieve your unique goals.
• Competitive pay up to $20/hour depending on experience and 401(k) matching, to foster your financial well-being.
• Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
• Generous paid time off and holidays, because your personal time matters.
• A supportive, collaborative environment where everyone feels a sense of belonging.
Qualifications & Requirements:
• Professional and friendly phone etiquette
• Ability to properly prioritize and complete tasks simultaneously
• Ability to problem solve and adapt to multiple situations
• HS Diploma or educational equivalent
• Excellent customer service skills
• Computer efficiency
• Very detail-oriented
• Preferred: Experience with Veterinary Electronic Medical Records (Avimark, Cornerstone, etc.)
• Preferred: One year of customer service representative experience
• Preferred: Knowledge of veterinary medical terminology and procedures
Fostering Internal Growth: Employee Career Development at AmeriVet
Your journey to career advancement starts where you are. Discover your potential for growth within AmeriVet as we provide mentorship and insights into cross-functional roles. Elevate your skills, transition into leadership positions, and shape your success by harnessing the power of internal opportunities.
At AmeriVet, we’re committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities.
Here’s what you can expect when you join our team:
Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.
Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
Generous paid time off and holidays, because your personal time matters.
A supportive, collaborative environment where everyone feels a sense of belonging.
Please note: Any Benefits listed above apply to full-time employees.
At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.
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