Lead Client Service Representative

VCA East Mill Plain Animal Hospital

416 NE 112th AVE

Vancouver, WA 98684

Looking for individuals with veterinary experience only at this time

VCA East Mill Plain  Animal Hospital  is looking for an experienced Lead Client Service Representative  to join our dedicated team. This position is full time, wage is negotiable dependent on experience. Feel like you are a great fit? Send your resume and cover letter our way

We are multi Doctor, AAHA-accredited practice in Vancouver, Washington. We are a busy hospital with state of the art equipment and a shared passion for high quality medicine. Our employees are Fear Free certified and we are searching for a candidate with the same standards and drive to do better for our patients and their people.

We encourage our employees to become involved in the hospital, and help to create a work culture that people want to be a part of. We have a team of amazing individuals who want to provide the best patient care possible. We have many dedicated long term clientele, are located in an easily accessible location and have a great set of Doctors we are proud to work with.

Duties include, but not limited to:

• Answer multi-line phone system
• Scheduling and confirming appointments
• Placing outbound calls for follow-ups and reaching out to prospective clients
• Triage phone calls
• Effectively communicate through fax and email
• Problem solve/Critical thinking
• Presenting and explaining fees, including processing payments
• Recommending, selecting and obtaining products and services, including prescriptions
• Answering questions regarding products and services, including educating clients on general animal husbandry and non-medical pet care (i.e., heartworm prevention, housebreaking, and flea & tick control).
• Greet patients (and their people)
• Ensure that every patient and owner are comfortable in the lobby
• Exercise Fear Free practices for our patients
• Manage electronic medical records
• Communicate with clients before and after their visit
• Ensure that lobby and work area are clean and presentable
• Ability to work on own and in teams
• Ability to work in stressful and difficult situations
• Prioritize work flow and easily change direction
• Provide feedback and mentorship to others
• Attend lead meetings to discuss team topics
• Organize and lead team monthly meetings
• Keep protocols up to date
• Create monthly schedule for CSR team
• Work with management team to solve problems and create/maintain protocols
• Help to provide conflict resolution with clientele and team members
• Act as a liaison between CSRs and other staff
• Oversee promissory