Client Service Representative

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Pet Vet Care Centers' Pacific & Santa Cruz Veterinary Specialists is currently seeking a Client Service Representative to join their team.

At Pet Vet Care Centers, our mission is to improve the lives of animals and people — providing exceptional and compassionate care at every stage — for all the moments that matter.

Because life is better with pets.

We deliver the Ultimate Care Experience — every pet, every client, every time. That starts with a Culture of Care that supports our team members as much as the pets and clients we serve.

With more than 420 locally led hospitals and over 11,000 team members nationwide
, we offer:

• Local autonomy with national support
• Career mobility and development opportunities
• A collaborative, inclusive environment where your wellbeing comes first

You care for pets. We care for you.

The purpose of this position is to serve as a receptionist at Pacific and Santa Cruz Veterinary Specialists, to perform record‑keeping duties, to perform clerical duties related to animal patient care and treatment, and to provide miscellaneous support to the veterinary practice manager and staff. This position requires a practical knowledge of hospital organization and services, the basic rules and regulations governing visitors and animal patient treatment, data entry, word processing, mail service, and a practical knowledge of the standard procedures, veterinary records and terminology used in the hospital.

• Open the practice and set up for the morning as directed.
• Close the practice for the evening as directed.
• Clean and straighten the public areas of the practice including the front desk, reception area, waiting area, office, public bathroom and exam rooms.
• Welcome clients and patients to the practice and provide for their comfort while they are in the practice. This includes greeting clients, offering coffee, showing them to waiting area, etc.
• Answer incoming telephone calls utilizing proper telephone etiquette. Screen those calls that are handled by other staff members and take care of routine calls. Routine calls include those seeking information about veterinary services. Provide knowledgeable sub‑professional advice concerning the care and treatment of animals, including questions regarding hospital services, fees, animal care and treatment in accordance with hospital policies. Appropriately direct other questions and communication to a veterinarian, practice manager, or other staff members.
  
  Access company email throughout the day and correspond as needed.
• Prepare to receive appointments by reviewing client and patient records and preparing needed forms in advance of clients’ arrival. Complete required forms such as new client form, trial pet insurance, pre‑examination checklist, tracking sheets, consent forms, payment agreements, etc. and obtain all necessary information. Scan and attach medical documents into the electronic medical record.
• Handle emergency situations by following established clinic policies and procedures in referring clients for immediate treatment of their animals when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure distressed pet owners.
• Follow hospital policies regarding patient admittance. Determine whether immunizations/tests are current. Recommend update of necessary immunizations/tests to clients.
• Notify doctors and technicians of patient arrival.
• Ensure patient’s discharge instructions are electronically signed. Ensure that future reminders are set up in the computer system for the patient.
• Present clients with medications, instructions, new client kits and any other items to take home.
• Review the services that were rendered to the pet (verbally itemize the client receipt) and inform client of the total amount due. Assure that owners meet all financial obligations or that acceptable arrangements have been made.
• Accept payments from the client. Accurately process cash, checks, credit card payments and Care Credit and Scratch pay account payments.
• Schedule appointments for the clinic…