Client Services Representative (CSR) Job Description
Educational Requirements & Skills Needed:
- Maintain accurate medical records for clients/patients and perform basic administrative/clerical work necessary
- Educate clients on basic veterinary preventative and medical care
- Computer skills- The ability to learn & retain basic skills in using our computers, practice management software system, and other software programs we use. Must be flexible in learning new technologies and/or adapting to changes in technology pertaining to veterinary medicine and operations
- Must be willing to learn and must have ability to retain information- we provide formal and/or on-the-job training in veterinary technology and medicine.
- Promote TCAH hospital products and services- Must learn & retain basics on vaccination protocols, prescription diets, and medications recommended and used at TCAH.
- Support Practice Manager, as well as all other team members
- Requires a practical knowledge of the hospital’s procedures, policies and services; client and patient treatment protocols; data transcribing; word processing and the standard procedures, records and terminology used in the veterinary hospital.
- Must have emotional maturity and the ability to deal with stressful situations- CSR’s frequently encounter pet owners and TCAH staff in stressful situations, such as emergency cases, surgeries, and euthanasia, requiring them to remain calm and focused under pressure.
- Must have empathy and compassion- The ability to empathize with both animals and their owners is crucial, as CSR’s often need to comfort grieving pet owners and provide emotional support during difficult times.
- Must be able to handle grief and loss- As CSR’s we deal with grieving owners and the loss of animals, which can be emotionally challenging, requiring them to be supportive and understanding. The constant exposure to suffering and death can lead to compassion fatigue and burnout, making it essential for CSR’s to prioritize self-care and seek support.
- Must maintain a positive attitude- CSR’s need to maintain a positive attitude and enthusiasm for their work, as it can greatly impact the well-being of both animals and clients. CSR’s may encounter challenging clients who are upset, angry, or difficult to communicate with, requiring patience, tact, and strong communication skills.
Job Duties:
Client Relations Duties, 80%:
- Cordially greet clients and pets immediately upon entering (using eye contact and verbally welcoming and friendly).
- Address clients formally when possible (ex- Mr., Mrs. or Miss) and always refer to the veterinarian as doctor. Do not use the doctor’s first name in the presence of clients.
- Smile and maintain an even, friendly, and professional demeanor while on the job.
- Handle stress and pressure with poise and tact.
- Show respect for clients, team members, and animals (alive or deceased) at all times.
- Always prioritize tasks to maximize client satisfaction and patient health.
- Maintain a list of tasks and engage in productive work during slower periods.
- Ensure the reception area and exam rooms are clean and orderly (know how to clean exam rooms and help clean them as needed)
- Check medical and computer records for accurate client addresses, phone numbers, patients, and proper spelling and grammar of all.
- Weigh pet each visit and record it in medical Check-In paperwork AND on computer
- Schedule appointments and surgeries. Provide clients with pre-appointment and pre-surgical recommendations (i.e. fasting prior to surgery, providing stool samples, etc.)
- Answer phone calls in a friendly and professional manner. Provide basic information and basic pricing to callers in a manner that encourages potential clients to visit the practice. Answer routine questions or offer to refer callers to proper staff member (as needed), answer inquiries about services and/or products and provide knowledgeable advice once learned concerning the care and treatment of animals.
- Record all conversations with clients including first and last name, and time of call in medical records as dictated by clinic and industry standards.
- Follow established clinic policies and procedures when referring clients with complaints of acute symptoms. You must determine the nature of the animal’s injury or illness and reassure distressed pet owners. You also will determine whether immunizations and tests are current and recommend updates when necessary, but doing so in a kind and compassionate demeanor.
- Fill prescriptions and provide routine instructions to owners concerning medications.
- Collect specimens/samples that clients bring in for laboratory analysis, print check-in paperwork, label sample and take to the lab area. Collect payment or confirm payment method (running CC remotely, sending online payment request, etc.) Make notation of receipt of the specimen including the date and time of collection on the Check-In report and verbally delegate/transfer to technician to ensure they are done and the owner is notified of the results in a timely manner. Place corresponding medical file/paperwork in appropriate area(s)
- Reaffirm doctor recommendations at completion of appointment, phone call, or other communication with client.
Financial Duties, 10%:
- Prepare invoices, collect and process payments including making change, processing credit/debit cards, CareCredit, taking correct Check payments, and counting the cash box. You must verify the eligibility of clients with charge accounts (where applicable) or get Supervisor or Manager in event payment of services is declined by the client.
- Know the fees for routine services so you can inform clients.
- Explain all invoices in detail to clients. If you cannot answer their questions regarding fees, speak with the attending technician, doctor or manager. Do not allow any financial discrepancy to go unresolved.
- Perform End of day Duties: Print and record the end of day financial balances ensuring they are accurate, as well as running “End of Day” in Cornerstone. Report any financial discrepancies to Supervisor or Manager before EOD.
Administrative Duties, 7%:
- Enter data and retrieve and modify sorted records. You will follow specific protocols to transcribe information, scan and attach records, set up reminders. Data you will enter, modify or retrieve includes: the patient reminder lists; receipts or invoices to update, medical and financial records and accounting, client and patient alerts and/or special notes
- Ensure the efficacy of the reminder system and provide statistical results of reminders to the practice manager.
- Understand the difference between an “established” client versus non-established and/or inactive client.
- Daily and weekly backups of computer records (where applicable- End of Day and restarting server weekly)
- Maintain adequate supply of client education material at the front desk (i.e. brochures, handouts, business cards, knowledge of websites clients can visit, etc.)
- Regularly update client information/brochure area in the hospital, as well as any internal informational sheets (Vaccine Cheat Sheets, Rebate sheets, etc.)
- Maintain and provide statistical reports to the practice manager as required.
- Schedule appointments and confirm date and time with client. Inform client of any necessary preparation prior to appointment.
- You will prepare all required forms/check-in paperwork by paper or digitally, including New Client Paperwork, Current or previous clinical records, health and immunization certificates, laboratory reports, hospital and euthanasia releases (in advance if possible)
- Review charts of all clients and patients for completeness. Review all Client and Patient Alerts for accuracy and completeness. You also must make new appointments and note changes in patient status when necessary. Based on your review, you will refer charts to a technician for further review. At that time, you must ensure that clients have met all financial obligations, or acceptable alternative arrangements have been made with Practice Manager and are documented on client file adequately.
- Maintaining the appointment schedule.
- Preparing information packets for clients (as needed)
- Receiving clients, out-patients, animals to be euthanized and emergencies.
- Ensure all treatment, surgery and boarding releases and forms are signed, accurate, and an emergency contact number is verified.
- Admit/discharge or delegate admittance/discharge of boarders/surgeries/bath services, etc. to animal care personnel.
- Maintenance of the appointment scheduler/calendar.
- Maintenance of the boarding schedule
- Retrieve, update and file paperwork (by current clinic protocols that are subject to change)
- Keep reception desk and area tidy, clean, dusted, sanitized, and restocked with supplies. Take out any trash and keep the area organized and neat.
- Check front of building routinely- Keep the entrance, stairs, and sidewalks clean, safe, and presentable. Keep windows and wall areas clean, dusted, and presentable.
- Clean up after pet accidents and/or other accidents/messes in the waiting area and/or client bathroom.
- Water and maintain indoor and outdoor plants (if applicable).
- Follow up with clients/Client Retention: Observe if clients have lapsed pets, overdue pets, no visits in several years, etc. Purge files and call, text, or send a survey to determine if they still have the pet and/or are using another veterinary practice. If client calls for records and/or if client has informed you they have left the practice, determine the circumstances surrounding their records request and/or their departure and forward the information to the practice manager. Discuss any concerns client had with their previous experience with TCAH with patience and understanding, and report information to the Practice Manager.
- Repair malfunctioning equipment or bring the malfunction to the hospital administrators’ attention.
- Assist with drug, food, and supply inventory management by following inventory-management protocols and notifying manager(s) of low stock.
- Maintain a phone and address list of local resources for training, boarding, and grooming, as well as for animal-control officers, shelters, and humane societies.
- Be prepared to always handle medical emergencies. Recognize the symptoms of pets and clients in crisis. Alert doctors and technicians to emergency situations. Prepare rooms for incoming emergencies.
- Follow scheduling guidelines to maximize efficiency when booking clients. Properly utilize emergency or open slots in the schedule.
- Reorganize daily appointment schedules as needed to account for emergency situations and time overruns.
- Add new clients and new patients to the computer system as appropriate – ALWAYS GET FULL CLIENT INFORMATION: ADDRESS, EMAIL CELL.
- Inactivate clients or patients using correct software procedures.
- Insert notes regarding important communications with clients in appropriate template in Cornerstone
- Inquire about and record vital changes in client or patient information, including weight, immunization status, microchip number, and spay/neuter status. Update the medical record in the computer.
- Input, correct, and monitor patient reminders.
- Prepare and send emails, as well as responding to basic questions via email.
- Proficiency in client communication software (texting, emailing, chat, etc.)
Client Education & Marketing Duties, 3%:
- Promote in-hospital ancillary services such as bath services and boarding, etc.
- Market and promote Parasitic prevention (Heartworm, Flea/Tick, Intestinal Parasite) and over-the-counter pet supplements and products (Dasuquin chews, Probiotics, Pill pockets). You will be required to show knowledge and salesmanship abilities. You must be able to explain and demonstrate products, answer questions, record sales, make change and wrap or bag merchandise.
- Help update client files and prepare and mail thank-you, sympathy and other digital communications (as needed).
- Promote practice protocols through client education using appropriate terminology. You must be well-versed in the subjects of wellness/preventative care- including parasites, vaccinations, pet maintenance diets, routine surgeries, heartworm and flea/tick prevention, etc.
- Be familiar with the practice’s website and online pharmacy
- Be familiar with the practice’s communication software and other partner portals
- Be familiar and stay current on client technology and convenience portals (home delivery options, prescription rebates, etc.)
Schedule Requirements
- 30-35 hours per week Mon- Friday 8:00am-5:30pm & Saturday 8:00-12:00pm
- Reliable transportation
- 90-Day Probationary Period
Benefits for Employees
- $100 initial Uniform allowance upon hire.
- After 30 days, Full-time employment status employee is eligible for Health Care Benefits
Benefits for Employees after 90-day probationary period
- Full-time employment status employee will earn 1.8 hours per month for Medical/Sick Leave (46.8 hours of paid Medical/Sick leave per calendar year).
- Full-time employment status employee will earn 80 hours of Paid Time Off annually (120 hours annually after 5 years of employment) – PTO is accrued per pay period (approx. 3.076 per pay period for under 5 years of employment, and 4.61 per pay period after 5 years of employment)
- 100% Employer Paid Employee Assistance Program (EAP) for FT and PT
- $250 Uniform allowance for FT every calendar year ($75 for PT)
- Employee Pet Service Benefits (50% discount on services, 25% discount on products, and special rates on pet dayboarding and overnight boarding)
- After 1 year of Full-time employment, employee has IRA Eligibility
Pay: $19.00 - $23.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
