Summary: Customer Service Representative (CSR) creates the first impression of our facility to our clients. This employee maintains a “client first” mentality, is a client/patient advocate, and assists in control of the overall flow of the hospital. The Call Center representative must schedule appointments and surgeries, keeping the schedule as full as possible for maximum production and client satisfaction. The employee must perform clerical duties related to veterinary care and treatment, process invoices and payments, handle and reconcile the cash drawer, perform various pharmacy duties, handle client phone calls and communication, and provide miscellaneous support to other staff members like making phone calls, taking notes, or checking out clients in a room to name a few. Hours of work as a CSR are a range between 6:50 a.m. - 10 p.m. M-F and rotating weekends.
Typical Tasks: The receptionist shall be responsible for, but is not limited to the following:
Operates a multi-line telephone system
Answers all incoming calls utilizing proper telephone technique (smile, speaking volume, enunciate clearly, etc.).
Transfers calls and utilizes two-way radio.
Takes and routes client messages properly; this includes notations in client's’ medical record of the specifics of the call.
Appropriately deciphers what information the client needs and provides the information.
Follows established facility guidelines for customer service.
Communicates with clients regarding general questions, scheduling appointments, medical questions, emergencies, and so forth
Assists with contacting clients regarding medical status of pet, scheduling, recommended tests procedures, results and/or surgeries
Utilizes effective listening skills. Discern any potential client problems, complaints, and handle appropriately
Confirms appointments, providing clients with appropriate information or instructions
Welcomes clients and patients to the practice and provide for their comfort while they are on the premises (e.g. ask client if they would like water or coffee)
Monitor clients wait time and appropriately handle situations when there is an extended wait
Cleans and straightens the reception area, front desk, and hallways as needed. Maintain cleanliness throughout the day. Clean up and mop up after pet “accidents” i.e. urination and bowel movements.
Checks clients into their appointments upon arrival with proper use of the census
Accurately enter and retrieves records and reports to maintain the database
Schedules appointments and surgeries according to Hawthorne guidelines and program
Enters medical history reported by client, doctor, or staff in the computer as needed to keep history accurate and current
Checks clients out and enter charges into the computer while double-checking the invoice screen for accuracy
Maintains a current patient reminder/call back system in the hopes to encourage clients about appointments, results and miscellaneous necessary procedures
Updates client account and patient records as needed
Updates system i.e. fix double accounts, flag accounts that are referrals or flag as one of the satellites’ clients with appropriate color in computer database
Prepares charts for surgery drop offs or any other procedure in which the pet is being left at Hawthorne
Patient Admission and Discharge
Acts as a traffic director and needs to know why clients are visiting the hospital and which area of the hospital they must be directed towards
Able to triage –able to determine and effectively execute an emergency situation by taking patient directly to treatment
Able to put clients in select rooms for surgical and hospital discharging
Ability to read, understand and fill prescription labels and invoice medication
Knowledge of medications, products and preventions we carry
Perform other various pharmacy duties such as cleaning and stocking
Accurately performs deposit of cash drawer every evening. Balance credit card receipts, cash, checks with computer generated reports
Prints out daily reports for services and other reports deemed necessary by management
Is familiar with all Care Credit procedures i.e. website, terminal, application process, invoicing process, etc.
Held Check Program
Attends all staff and training meetings, reads company email and newsletters
Completes other duties as needed
Knowledge, Skills, and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required of the job.
Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Monitoring – Monitoring/Assessing performance of yourself or other individuals to make improvements or take corrective action.
Service Orientation – Actively looking for ways to help clients and their pets. Going the extra mile, “Every client, every time”.
Oral Expression – The ability to orally communicate information and ideas so others will understand. Being empathetic when the need arises.
Customer and Personal Service – Knowledge of principles and processes for providing exceptional customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Judgment and Decision Making – Considering relative pros and cons of potential courses of action to choose the most appropriate and mutually beneficial course.
Qualifications: In order to be eligible for the Customer Service Representative position, applicants must adhere to the following:
Must work effectively in a fast-paced and high stress environment
Must have a high school diploma, but college degree is preferred
Experience in a veterinary atmosphere is preferred, but not necessary
Pass a drug screen test
Pass a criminal background check
Be able to, on occasion of need, lift at least forty pounds of weight with or without assistance
Reports to: Customer Service Coach and Management Team
Works most closely with: All other employees
Equipment commonly utilized: Telephones, two-way radios, X-charge scanners, computers, client tracking software, and copy/fax machine
Working condition considerations: On feet walking and standing 40% of working time, noisy working conditions, requires bending, stooping, and lifting, and can be very fast-paced
Common hazards: Animal-related hazards such as bites, scratches, and zoonotic illness transmission