Client Service Representative-Full TimeVCA Animal Hospital • Ringgold, Georgia, United States
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Client Service Representative-Full Time
VCA Animal Hospital
- Ringgold, Georgia, United States
- Ringgold, Georgia, United States
About
Meet and greet clients and their pets. Coordinate and represent all facets of client services. To serve as a good will ambassador for the hospital.
Knowledge, Skills and Abilities:
* Excellent client service skills.
* Excellent phone skills.
* Computer skills preferred.
* Must be friendly, outgoing, "people-oriented."
* Excellent communication skills.
* Ability to work in a team oriented environment.
* Well groomed, organized and detail oriented.
* Ability to take direction.
* Ability to handle money accurately and honestly.
* Must possess sound decision making skills and multi-task while working in an environment of stress.
Education and Experience:
* High School Diploma.
* Must have experience working with the public, i.e. restaurant, retail or service business.
* Experience in a veterinary hospital or other doctor's office is a plus.
Authority:
* Scheduling appointments.
* Effective determination and scheduling of emergencies.
* Authority to delay disputed charges until further reviewed by supervisor.
* Authority to resolve client service issues within established guidelines. Physical Requirements:
* Dependable attendance is required.
* Any allergies to animals must be controllable through medication.
* Must be able to lift 40 pounds.
* Must be willing to work long or irregular hours under pressure conditions.
* This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day.
* Visual acuity sufficient to maintain accurate records, recognizes people and understands written directions.
* Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
* Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc.
Duties:
The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job functions and Job Responsibility include:
1. Client Service
2. Answer Telephones and Make Appointments
3. Maintain Charts and Computer Records
4. Pharmacy and Retail Sales
5. Marketing Implementation
6. Maintenance/Housekeeping
7. Financial Responsibilities
Client Service:
* Agrees to practice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job duties.
* Demonstrate excellent relations with clients/pets in waiting and/or exam rooms:
* Ensure that clients and pets feel welcome and comfortable.
* Serve as "Ambassadors" - creating and maintaining goodwill for the hospital.
* Build rapport with clients.
* Immediately greet clients and pets by name.
* Quickly understand client needs and initiate the process of meeting those needs.
* Help new clients completely fill out the registration form. Inform new clients about services, etc. that your hospital offers.
* If there is a delay, i.e., the doctor is behind schedule, keep clients informed of expected waiting time.
* Know enough about general animal husbandry and pet care to be able to educate clients and to answer non-medical questions that the client may have or to inform them of things their pet may need:
* General dietary requirements and feeding schedules.
* Vaccines. - Dental care instructions.
* Routine laboratory tests (i.e. stool exams, heartworm tests, urinalysis, leukemia tests, etc.).
* Heartworm preventatives.
* General flea and tick control.
* Generate, present and explain fee estimates for treatment/surgery to clients.
* Handles client complaints with concern and diplomacy.
* Accurately communicates medical/surgical information to clients.
Send client cards and letters, i.e., thank you notes, sympathy cards, as directed by management team.
* Prepare, distribute and explain client education materials.
Answer Telephones and Make Appointments:
* Exhibit a "come in now" attitude towards clients and patients.
* Answers telephone promptly.
* Encourage the client to make an appointment if the pet has any problem that is concerning to either the client or you.
* Schedule appointments and other patient visits in appointment book, including re-check appointments, surgeries, and drop offs.
* Reschedule any missed appointments.
* Understand and use excellent telephone etiquette.
* Call clients to confirm appointments, remind of missed appointments and laboratory results as well as callbacks for procedures performed.
* Refuse to diagnose pet health care problems over the telephone.
Maintain Charts and Computer Records:
* Keep charts and computer records updated with current client and patient information, i.e. address or telephone number and/or vaccine due dates, other reminders, age, etc.
* Prepare charts for new clients and/patients.
* Prepare charts for patients prior to appointment including all necessary forms, authorizations, and instructions as necessary.
* Handwriting must be neat and legible.
* Open an order or start an invoice as each client enters the hospital. Recommend any needed service, i.e. vaccinations, heartworm testing, etc.
* Calculate client's invoice and collect
Languages
- English
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