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Client Service Representative

Full-Time

Application Form

CSR’s are the customer-relations experts in a veterinary practice. They are the clients’ first impression of the practice, on the phone or in person. They are critical in making our clients feel welcome, understood and well cared for in our hospital. CSR’s must possess strong organizational skills, excellent telephone and in-person communication skills, and the ability to remain calm under pressure. CSR’s must have compassion for animals and their owners and understand the stress that patients and clients endure.

Client Service Representatives are responsible for greeting clients; differentiating routine cases from emergency cases; scheduling appointments; entering client, patient, and financial data into the computer; generating invoices and explaining them to clients; developing and explaining Treatment Plans to clients; processing payments; and managing the retrieval and storage of medical records.

Client Service Representatives should expect to spend nearly all their workdays at the front desk. They are constantly “on-stage” and expected to engage in behaviors and actions that convey professionalism, compassion and competence at all times. The position requires the completion of a high-school degree or further education, competence in the English language, patience, and a pleasant manner. Ideally, newly hired receptionists will possess computer skills and have cashier and related front-office work experience.

Client Service Representatives must possess a strong service ethic and be dedicated to providing an optimal client experience by utilizing our four core values of Compassion, Integrity, Commitment to Excellence and Efficiency in all of their dealings with our clients, patients, and fellow team members.

Our Four Core Values

Being sensitive to others’ needs and feelings and being responsive. This is one of our four core values and is an integral component of every job in the hospital.  Clients, patients, and team members are always treated with the utmost compassion.  They are treated as VIIP’s – Very Important Individual People/Pets.  We treat them the way they want to be treated, with recognition and respect for their emotions, abilities and cultures.   To paraphrase a quote from Walt Disney, “Clients may not always be right, but they are always our clients.”  Through compassionate care we seek to alleviate stress and pain for our clients and patients, and provide healing medical services.  Through compassion for one another, we seek to maintain a positive working environment that allows support for one another and does not create an unbalanced workload.

Ability to be honest and follow general rules of ethical and moral actions.  This is one of our four core values and is an integral component of every job in the hospital.

This is one of our four core values and is an integral component of every job in the hospital.  We are committed to excellence in all levels of patient care and functioning of the hospital. This includes adhering to best medical practices and exceeding standards of care, maintaining a pristine level of cleanliness in the hospital, and ensuring accuracy at all levels of patient and client care.  We expect to constantly change, grow, and institute new protocols that will improve our client/patient care and functioning of the hospital.

This is one of our four core values and is an integral component of every job in the hospital. We strive to be as efficient as possible in all areas of patient care, client care, and hospital care.  Bottlenecks in delivery of our services are identified and eliminated as quickly as possible. We avoid waste of resources. We constantly look for better, more efficient ways to conduct business and deliver a stellar client experience, never hesitating to adapt and change to improve.

We work together as a team, recognizing that our actions have a direct impact on other team members and their ability to deliver optimum client and patient care.  With this in mind, we strive to be complete and efficient in the performance of our duties so that our actions enhance the ability of our teammates to carry out their duties.  It is expected that more experienced CSRs will assist in the training and development of less experienced CSRs.

Details

Supervisors

A CSR is directly supervised by our Office Manager, followed by our Hospital Manager, Associate DVMS and ultimately the Practice Owner.  At times, our Technical Supervisor may fill in as a manager/supervisor for our CSR team.

Minimum experience requirements for this position (type and length):

  • One year of experience in a client and customer service position preferred
  • Experience in a veterinary medicine practice is preferred

Minimum education requirements for this position (type and length):

  • Completion of high school or equivalent

Methods used to interact with coworkers and clients (value totals 100%):

  • Face-to-Face Discussions: 95%
  • Telephone Conversations: 50%
  • Email Communications: 20%

Tools and technology used during the normal course of work: 

  • Phone
  • Computer with keyboard
  • Fax/scanner/copier
  • EzyVet practice management software
  • Microsoft Word
  • Credit Card Terminal

Physical activities (value totals 100%):

  • Sitting, in chair or on floor: 85%
  • Standing, while performing duties: <1%
  • Walking, short or long distances : 10%
  • Lifting, up to 40 pounds (18 kg) without assistance: 5%
  • Reaching, vertical or horizontal: 20%
  • Kneeling, squatting, bending over: 40%
  • Climbing stairs/or ladders: 20%

Exposure to the following elements in a typical work day:

  • Noise: (value does NOT need to total 100%)
    • Low noise: 90%
    • Moderate noise : 80%
    • High noise: <30%
  • Unpleasant or potentially hazardous materials: (value does NOT need to total 100%)
    • Blood, vomit, feces, urine: <30%
    • Anesthetic gases: <1%
    • Cleaning materials: 30%
    • Medical sharps: <5%
    • Zoonotic disease: <1%

Essential Duties and Responsibilities (others may be assigned as needed)

  • Answer phones, schedule appointments, surgeries, make boarding arrangements, answer general client questions
  • Answer and send emails and text messages
  • Reminder calls, emails and texts
  • Invoice clients, develop Treatment Plans, identify and follow through with client payment procedures, be knowledgeable of and able to assist clients through all payment options
  • Scan paperwork, medical files efficiently and in a timely fashion
  • Unpack inventory utilizing appropriate protocols
  • Clean exam rooms utilizing appropriate protocols
  • Vacuum and mop floors utilizing appropriate protocols when needed
  • Complete assigned CE training, apply learned principles in the workplace.
  • Fill prescriptions accurately, always go through checklists to ensure accuracy.
  • Keep client and CSR reception area clean, free of clutter, and odor at all times. Keep the client refreshment spotlessly clean and fully stocked throughout the day, follow the end of day checklist for the refreshment bar.  Keep the client chairs and associated tables spotlessly clean during the day. In partnership with other staff, keep the plants watered, dust free and remove any dead vegetation each day.
  • Review appointment calendar throughout the day to be aware of who is coming in and at what time they will be arriving.  Be able to greet each client and patient by name when they walk in the front door.

CSR Knowledge 

  • Know the range of services the practice provides and the species it treats.
  • Be reasonably familiar with breeds and coat colors.
  • Follow OSHA standards. Be able to find Material Safety Data Sheets quickly.
  • Know standard medical and business abbreviations.
  • Use proper medical terminology when speaking and writing.
  • Understand the life cycle and pathology of common parasites (intestinal parasites, heartworms, fleas, ticks), and know the names of most common preventatives, recommended treatments, and diagnostics.
  • Be familiar with zoonotic (contagious) diseases, including their prevention and steps to reduce or eliminate transmission.
  • Have a basic understanding of common medical procedures and conditions (OVH, neutering, abscess treatment, common infectious diseases, kidney failure, hyperthyroidism, urethral blockage, dystocia, cystitis, dental disease).

Daily Tasks

  • Cordially greet arriving clients and patients, and address each by name.
  • Review consent forms with clients.
  • Using reminder, recall-system, and outpatient-visit and patient-admission protocols, advise clients of recommended services for their pets.
  • Explain special programs offered by the practice.
  • Provide Treatment Plans for services to be performed on patients.
  • Know how to access educational information via our website.
  • Provide assistance to clients (and pets) in regard to comfort, wait times, unruly pets, etc.
  • Dispense prescribed medications and diets to clients. Discuss dosing and administration instructions to ensure that clients understand the use of prescribed products.
  • Know how to access our online pharmacy and be able to assist clients in requesting online prescriptions or foods through the pharmacy.
  • Accurately prepare prescriptions and prescription requests through our in hospital pharmacy and out of hospital pharmacies.
  • Discharge hospitalized patients and boarded pets. Review discharge instructions and medications with clients.
  • Be proactive in assisting clients to their cars.
  • Distribute puppy, kitten, and new patient kits.

Client-Interaction Telephone Tasks 

  • Schedule appointments for exams, rechecks, surgeries, medical procedures, boarding, and grooming.  Know how to reschedule such appointments as appropriate.
  • Answer routine questions or refer callers to the appropriate colleagues.
  • Receive and record prescription-refill requests.
  • Make appointment reminder calls/communications
  • Call clients on the callback lists to check on patients’ well-being and answer questions.  Use a combination of voice calls, texts and emails where appropriate.
  • Know basic phone system functions,
  • Manage multiple phone lines effectively; prioritize phone calls.
  • Fax prescriptions to outside pharmacies.
  • Transcribe messages from the voicemail and distribute messages appropriately.
  • Accurately record messages for doctors and staff.
  • Ensure that computerized medical records are updated and maintained properly.
  • Understand and utilize the physical medical-record filing system.
  • Transfer patient records upon written or verbal request of clients and approval of attending doctors or the practice owner.
  • Follow scheduling guidelines to maximize efficiency when booking clients. Properly utilize emergency or open slots in the schedule.

Computer Tasks 

  • Use practice-management software procedures to check in clients.
  • Add new clients and new patients into the computer system as appropriate.
  • Schedule examinations, drop-offs, surgery, and boarding reservations.
  • Insert notes and alerts regarding important communications with clients
  • Inquire about and record vital changes in client or patient information, including weight, immunization status, microchip number, and spay/neuter status. Update the medical record in the computer.
  • Input reminders and callbacks.
  • Produce immunization, health, and neuter certificates.
  • Generate end-of-day reports as requested
  • Know how to access and navigate the Internet to download email, find veterinary websites, order supplies, and access information for clients.
  • Be familiar with the practice’s website.
  • Respond to basic questions sent via email.
  • Check online pharmacies/email for prescription requests

Financial Tasks  

  • Ensure that the cash register has sufficient change for each day’s monetary transactions.
  • Count and record the cash in the drawer each morning and at shift changes.
  • Count and record the cash in the drawer at closing. Reduce the drawer to the starting amount of cash.
  • Prepare daily bank pre-deposits.
  • Match each day’s monetary intake (cash, checks, and credit cards slips) with online batches.
  • Correctly apply discounts for employees, shelters, multiple pets, coupons, and complimentary exams.
  • Properly enter charges from travel or circle sheets or patient records into the computer.
  • Process clients’ cash, credit card, debit card, and check payments.
  • Accurately record all payments in client/patient records.
  • Give accurate change.
  • Ensure that checks have proper identifying information recorded on them (identity or driver’s license number), that checks are dated and signed, and that clients have provided and you have reviewed proper corroborating identification.
  • Review itemized entries on invoice with clients at the time of payment.
  • Process and help clients complete CareCredit® applications.
  • Complete or file pet health insurance claims on behalf of clients as requested by the client, practice manager or doctors.
  • Process clients’ credit applications.
  • Properly record and file deferred payments.
  • Issue updated invoices to clients, including appropriate finance charges, and show accurate balances due on their accounts.

General CSR Requirements – Knowledge, Skills, Abilities

  • Client services: Knowledge of principles and processes for providing client services.
  • Patient services: Knowledge of principles and processes for providing patient care.
  • Clerical: Knowledge of administrative and clerical procedures.
  • Language: Knowledge of the structure and content of the following languages: English
  • Body language: Knowledge of the importance of appropriate body language.
  • Mathematics: Knowledge of arithmetic and basic algebra and their applications.
  • Pharmacology: Knowledge of common drug usages, generic and brand names, side effects.

  • Body language: Ability to demonstrate appropriate body language.
  • Active listening: Giving full attention and demonstrating the message was understood.
  • Speaking: Talking to others to convey information effectively.
  • Writing: Communicating effectively in legible writing as appropriate for the audience.
  • Typing: Effectively utilizing a computer keyboard to transcribe data.
  • Reading comprehension: Understanding written communications pertinent to the profession.
  • Mathematics: Using mathematics to assist in reaching the desired result.
  • Service orientation: Actively looking for ways to help client or staff members. This is critical, must be keenly focused on client and patient service at all times, constantly seeking to improve our delivery of client and patient service.
  • Client satisfaction: Evaluating satisfaction level of client and recommending improvements.
  • Active learning: Understanding the implications of new information. Embracing change and growth.
  • Learning strategies: Selecting and using appropriate methods when teaching or training.
  • Learning initiative: Seeking out and using new methods when learning or teaching.
  • Instructing: Teaching others how to complete a task while evaluating their comprehension.
  • Social perceptiveness: Understanding other’s reactions, and modifying approach accordingly.
  • Critical thinking: Reasoning to identify the strengths and weaknesses of various solutions.
  • Time management: Utilizing time effectively and efficiently to accomplish tasks.
  • Monitoring: Assessing performance or processes to make improvements or take action.

  • Oral Comprehension: ability to listen and understand information presented verbally.
  • Oral Expression: ability to communicate information and ideas in spoken words.
  • Written Comprehension: ability to read and understand information in writing.
  • Speech Recognition: ability to identify and understand the speech of another person.
  • Speech Clarity: ability to speak the following languages clearly to be understood: English
  • Information/Task Ordering: ability to arrange things or actions in a certain order.
  • Multi-Tasking: ability to handle many ongoing tasks occurring simultaneously.
  • Deductive Reasoning: ability to apply general rules to specific problems.
  • Inductive Reasoning: ability to combine pieces of information to form general conclusions.
  • Problem Sensitivity: ability to recognize when something is wrong or likely to go wrong.

  • Getting Information: observing, receiving, and obtaining information from relevant sources.
  • Providing advice: communicating the appropriate information to clients and coworkers.
  • Consulting and counseling: determining and supporting the needs of the client or coworker.
  • Processing Information: compiling, categorizing, calculating or verifying information.
  • Evaluating Information: determining if data is compliant with standards or regulations.
  • Recording Information: documenting or entering data in various forms.
  • Maintaining Confidentiality: identifying and handling confidential information correctly.  Be aware of confidentiality laws and follow accordingly.
  • Interacting with Computers: using computer hardware and software appropriately.
  • Communicating with Coworkers: providing necessary information and listening in turn. Always maintaining a positive attitude, avoiding gossiping or negative comments in the workplace.  Any concerns are brought to your immediate supervisor or the person who is able to resolve the issue.  Recognizing that negative comments about the hospital, clients, or other work related matters in the form of venting or gossiping with coworkers is not productive, is unprofessional and toxic to our work culture; therefore, such behavior is to be avoided.  It is recognized that there will be times when conflict may arise in the workplace and it is expected that such instances will be managed in a healthy, productive way that will enable team members to grow and become a stronger team.  This means that individuals involved with an issue are expected to address one another first in a mature, respectful, open manner to resolve the issue. If this is not effective, then the issue is brought to their immediate supervisor for mediation with all of the involved parties.  By accepting this position, you agree to partake directly in any conflict resolution meetings as indicated.
  • Communicating with Outside Persons: representing the organization to clients and public in a positive, caring, professional manner.
  • Working Directly with Public: participating in community events.
  • Assisting Others: providing personal assistance to others—clients and coworkers.
  • Establishing Interpersonal Relationships: being responsive to forming new bonds.
  • Maintaining Interpersonal Relationships: cooperating with others in a respectful way.
  • Identifying Objects, Actions, and Events: correctly processing appropriate information.
  • Making Decisions and Solving Problems: analyzing information and evaluating results.
  • Updating and Using Relevant Knowledge: pursuing new information and applying it.
  • Organizing, Planning, and Prioritizing Work: developing a system to reach desired result.
  • Performing General Physical Activities: ability to complete tasks identified previously.
  • Attention to Detail: identify importance of all information and thoroughly completing task.
  • Friendly: being able to easily smile and use good manners when interacting with others.
  • Cooperation: displaying a respectful demeanor and working together to accomplish a goal.
  • Dependability: being reliable, responsible, and fulfilling obligations.
  • Stress Tolerance: dealing calmly and effectively with high stress situations.
  • Self-Control: maintaining composure, keeping emotions in check, and acting appropriately.
  • Initiative: motivated, willing to take on challenges and contribute new ideas.
  • Judgment: ability to make decisions on sound reasoning, and ask questions when in doubt.
  • Adaptability/Flexibility: being open to change (positive or negative).
  • Independence: guiding oneself without the need for constant supervision or instruction.
  • Persistence: able to maintain required standards even in the face of obstacles.
  • Accountability: ability to take responsibility for what you say and do.
  • Enthusiasm: displaying a passion for the profession, position, and organization.
  • Professionalism: displaying courteous, conscientious and general businesslike manner.
  • Professional Appearance: maintenance of an appearance that represents a professional setting.
  • Observance: noticing the surroundings and constantly monitoring situations.
  • Proactivity: anticipating a results, positive or negative, and acting on this knowledge.
  • Empathy: ability to see things from the perspective of another.

Opportunities for Growth

A CSR may advance in their position into a managerial role as Office Manager or Hospital Manager should such positions become available. Consideration for advancement would be based on mastering skills and tasks associated with an advanced level CSR and demonstrating a strong commitment to the growth and improvement of Arcata Animal Hospital.