Veterinary Customer Service Representative; CSR

Coyne Veterinary Center - St. John seeks a customer service focused individual to join their growing reception team.

The primary job for a receptionist is to exceed our client’s expectations for outstanding client service while creating a warm and welcoming impression. A good receptionist is a “people person” who enjoys working with diverse clients and is caring, friendly, and efficient. The receptionist must remain professional and courteous to clients and co-workers while handling multiple tasks at once with interruptions.

The position is part crowd control, part efficiency expert, and part records manager. Receptionists answer the phones, differentiate between routine and emergency cases, schedule boarding/grooming appointments, greet clients, admit and check out clients, process payments and manage financial information, and communicate between clients and other staff.

Receptionists must be able to empathize with clients and remain compassionate and well-mannered if a client becomes emotional or discourteous. They should remain calm and collected in the face of emergency situations. They should have a firm belief in the quality of care provided and communicate this assurance to clients. The receptionist must know and understand the services and recommendations and be able to clearly communicate these to clients.

Providing for patient and client comfort by keeping the reception area clean and presentable is part of the daily routine. Ultimately, the receptionist is responsible for creating a good first and last impression on our clients. The importance of this role cannot be overstated.

• Provide compassionate care to all patients
• Greet clients and pets by name
• Answer phones promptly and professionally using a multi‑line phone system
• Receive and transmit faxes
• Take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information
• Note in medical records the details discussed during client conversations including the date, time, key points of the discussion and any action required
• Check medical and computer records for accurate client addresses, phone numbers and e‑mails
• Weigh pets each visit and record weights in medical records and on computer
• Schedule boarding/grooming appointments according to hospital scheduling guidelines
• Answer clients’ questions about veterinary services and products and provide knowledgeable advice about wellness, prevention and disease
• Fill prescriptions and provide routine administration instructions to clients
• Always refer to the veterinarian as doctor; never use the doctor’s first name in the presence of clients
• Prepare consent forms, estimates/treatment plans and be able to discuss the hospital’s financial policies with clients
• Prepare health certificates and/or proof of vaccination as requested by the client
• Advise clients on proper nutrition, flea/tick/heartworm preventatives, pre‑anesthetic testing, pain management, shampoos, home dental products and other retail items
• Maintain a clean, neat reception area and front desk
• Explain invoices to show value for the care provided, stating all services and products before the total
• Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper  checks
• Know fees for routine services
• Retrieve, update and file patient medical records
• Clean up after pets’ accidents in the reception area, exam rooms and exterior sidewalks
• Water and maintain plants in waiting exam rooms
• Collect specimens that clients bring in for lab analysis, label and take to the lab area. Note the date and time of specimen collection in the appropriate hospital log to ensure they are completed and the client is notified of the results. Place the corresponding medical file in the appropriate area.
• Recognize emergency situations, enlisting the aid of doctors and technicians
• Wear personal protective equipment required for each job duty and keep PPE in good working order. PPE includes goggles or face shields, aprons, gloves and/or other equipment assigned.
• Provide facility tours for clients, explain services offered
• Maintain food…