Veterinary Client Service Representative
Company: Coyne Veterinary Services, LTD
Location: Moline
Posted on: March 16, 2023
Job Description:
City Line Veterinary Center seeks customer service focused
individual to join their growing reception team! - The primary job
for a receptionist is to exceed our clients expectations for
outstanding client service while creating a warm and welcoming
impression. A good receptionist is a people person who enjoys
working with diverse clients and is caring, friendly, and
efficient.
The receptionist must remain professional and courteous to clients
and co-workers while handling multiple tasks at once with many
interruptions. The position is part crowd control, part efficiency
expert, and part records manager. Receptionists answer the phones,
differentiate between routine and emergency cases, schedule
boarding/grooming appointments, greet clients, admit and check out
clients, process payments and manage financial information, and
communicate between clients and other staff.
Receptionists 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.
Receptionists should have a firm belief in the quality of care we
provide and communicate this sense of assurance to our clients. The
receptionist must know and understand our services and
recommendations and be able to clearly communicate these to our
clients.
Providing for patient and client comfort by keeping the reception
area clean and presentable is part of the daily routine.
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 over emphasized.
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,
pulling 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 e-mails.
- 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
- Fill prescriptions and provide routine administration
instructions to clients
- Always refer to the veterinarian as doctor; never use the
doctors first name in the presence of clients
- Prepare consent forms, estimates/treatment plans and be able to
discuss the hospitals 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. Note the date and time of specimen
collection in the appropriate hospital log to ensure they are
completed and the client is notified of the results. Place
corresponding medical file in appropriate area.
- Recognize emergency situations, enlisting the aid of doctors
and technicians
- Wear personal protective equipment required for each job duty
and keep PPE in good working order. PPE includes goggles or face
shields, aprons, gloves and/or other equipment assigned.
- Provide facility tours for clients, explain services
offered
- Maintain food and supply storage
- Understand infectious diseases and how to control and prevent
their spread
- Communicate with clients in person and on the phone
- Attend monthly mandatory staff meetings
- Attend mandatory continuing education seminars Educational
Requirements & Skills Needed
-
- Educational Requirements:
- High school diploma or equivalent, some college preferred
- Minimum age requirement of 18 years old Skills Needed:
- Ability to read and comprehend instructions
- Effective communication with clients in person and by
phone
- Experience in caring for animals, proper restraint techniques
preferred
- Ability to add, subtract, multiply and divide in all units of
measure, using whole numbers, common fractions and decimals
- 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 City Line 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, City Line 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.
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Keywords: Coyne Veterinary Services, LTD, Moline , Veterinary Client Service Representative, Other , Moline, Illinois
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