Receptionist

Client Service Representative

SUMMARY OF POSITION

The Client Service Representative ("CSR") drives the flow of clients and pets through the hospital, maximizes the productivity of the hospital team (in terms of numbers of clients and pets), ensures good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly and efficient manner, influencing clients to return and refer their friends and families.

• Live and exemplify the purpose and mission of the hospital: "To be the animals advocate and to be their voice; to promote their welfare by helping the families understand their needs"
• Actively recruit new clients by promoting hospital services and schedule the flow of clients and pets to ensure exceptional client care and maximum productivity of the hospital medical team.
• Maximize the number of pets seen by the hospital team through a productive and efficiently run hospital to support the needs of our clients and pets.
• Provide professional, efficient and exceptional service at all times. This includes encouraging and scheduling hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet's health.
• Educate clients about preventative care, prevention plans, pet health needs and services offered by the hospital.
• Actively check status on prevention plans to ensure accounts are up to date.
• Educate clients about the importance of pet insurance and different options.
• Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, and ensuring prompt service.
• Assist discharging clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments.
• Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Assist in maintaining the hospital organized, clean and free of clutter.
• Ensure cleanliness of the hospital including but not limited to housekeeping such as laundry, dishes, mopping, cage cleaning, trash collection and removal and instrument cleaning as outlined by hospital protocols.
• Other job duties as assigned.

HIRING QUALIFICATION COMPETENCIES

LEADERSHIP FUNCTIONAL

Customer Focus Communication Skills
Peer Relationships Client Service Skills
Integrity & Trust Priority Setting

Action Oriented Time Management
Listening Preventative care

ABILITIES

Ability to multi-task- Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
Communication skills - Reads, writes and speaks fluent English and Spanish, using appropriate grammar, style and vocabulary. Correctly spells commonly used English words and job specific terms. Demonstrates strong written and verbal communication skills.
Organizational ability – Demonstrates a systematic approach in carrying out tasks. Is orderly and excels at overcoming confusion and turning chaos into order.
Problem solving skills - Demonstrates a strong ability to identify, analyze and solve problems. Translates problems into practical solutions.
Client service skills - Consistently provides the client with attentive, courteous and informative service. Gains and shows personal satisfaction from providing great service.
Intellectual ability - Accurately and consistently follows instructions delivered verbally, written or diagram format. Can also provide directions.
Mathematical ability - Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent.
Computer skills - Comfortably and confidently uses a computer and specialized software. Microsoft Word, Excel, Access, Outlook, etc. Other veterinary software is a plus.

ATTITUDE

Shows Initiative – shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to improve current processes or procedures. Takes on additional responsibility when both big and small tasks need to be done.
Has Integrity – Firmly adheres to the values and ethics of Ferreira Animal Hospital. Exhibits honesty, discretion, and sound judgment.
Cooperativeness – Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.
Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned.
Independence – Able and willing to perform tasks and duties without supervision.
Tolerance for Stress / Resiliency – Maintains a positive "can do" outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.

SPECIAL WORKING CONDITIONS

• Ability to work at a computer for long periods of time.
• Ability to answer and handle multiple phone lines.
• Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.)
• Client needs and work volume may require more than 40 hours per week to complete essential duties of this job. This position requires special hours including working weekends and evenings.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• The noise level in the work environment is moderately high.
• Requires sufficient ambulatory skills in order to perform duties while at hospital.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate equipment.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances.

EXPERIENCE, EDUCATION AND/OR TRAINING

• High School Diploma or equivalent preferred.
• Must be at least 18 years old to perform duties involving radiography (x-ray) and exposure to radioactive substances.
• One year related experience required with customer service preferred.
• Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Company Policy, Federal and State Laws Forbid Discrimination Because of Age, Color, Race, Religion, Sex, Disability, Sexual Orientation or National Origin.

Job Type: Part-time

Pay: $ $16.00 per hour

Expected hours: 25 – 32 per week

Benefits:

• 401(k)

Work Location: In person