Client Service Representative

At Paw Prints Veterinary Clinic, the Client Service Representative’s main responsibility is to provide exceptional client service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. More specifically, the Client Service Representative is responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. The position requires a practical knowledge of the clinic’s procedures and policies.

The Client Service Representative is expected to perform the office duties related to patient care and treatment and to assist the Hospital Manager and doctors as needed.

This is a full time position; scheduled days and hours may vary based on hospital needs. Every other Saturday availability is required on a rotation. This position may require standing for long periods of time and some heavy lifting may be involved.

The Client Service Representatives report to the CSR Supervisor and in her absence, the Hospital Manager.

Client Service Representative Job Duties and Responsibilities

Before a Visit

Professionally receives incoming calls on the telephone, using prescribed telephone techniques. Uses service excellence to address needs of prospective clients.

Schedules client appointments and addresses client questions including calling clients back.

Creates new patient accounts, schedules appointments and collects information to make necessary updates.

Follows established policies and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in hospital procedures, and other services that require the doctors and technicians’ time.

Contacts clients with scheduled outpatient or pre-surgery appointments to remind them of the time and appointment requirements (for example, stool samples for fecals or withholding any food and water).

Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc.

Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.

Demonstrates a full working knowledge of Vetcove procedures and functional applications.

Client Service Representative Job Duties and Responsibilities Cont.

During a Visit

Greets clients with a cheerful and professional attitude and makes them feel welcome during their entire time in the clinic. This includes assisting them in a timely manner and ensuring that someone is in contact with the client from arrival to departure.

Completes client check-ins and check-outs, preparing all required forms such as in-house patient and client forms, health certificates, euthanasia forms, vaccination certificates, handouts, rabies tags and certificates, consent and release forms, pre-surgery instruction sheets, etc.

Schedules follow-up medical progress exams and/or appointments for additional healthcare as directed by a doctor.

Assists emotional and/or grieving clients by escorting them to a private room. Demonstrates empathy for clients’ companion animals. Uses a variety of techniques shown in training, to reassure distressed pet owners.

Invoices clients, collects payments, and makes change following the policies of the hospital. Also counsels clients as to payment options, and helps clients to fill out any necessary paperwork such as Care Credit applications.

Following a Visit

Educates clients on products and services and responds to routine medical care questions (for example, vaccination schedules for puppies and…