Client Services Representative - ARH Essendon

The Animal Referral Hospital; City of Moonee Valley; On-site; AUD 55,000 - 65,000; Full time

Benefits offered by this job

Discounts on Hills pet products

Petbarn discounts

Essendon Fields on-site discounts

Job summary

Animal Referral Hospital Essendon Fields is seeking a friendly Customer Care Representative to join our 24-hour veterinary hospital team. You will greet clients, manage high call volumes, oversee the hospital email inbox, coordinate appointments and assist with payments and insurance claims using our practice software.

We welcome applicants who have at least 2 years in fast-paced reception roles, a compassionate approach, and are comfortable with Microsoft 365.

Qualifications

• At least 2 years in a fast-paced reception/front-of-house role (vet/healthcare preferred).
• Ability to manage high call volumes and a busy reception.
• Proficiency with Microsoft 365.
• Attention to detail and accurate data entry.
• Strong communication with diverse backgrounds; compassionate and empathetic.
• Comfort handling difficult conversations and payments.

Responsibilities

• Greet clients professionally and assist in a timely, warm manner.
• Handle high volumes of inbound calls.
• Manage the hospital's general email inbox.
• Correspond with clients, referring veterinarians, suppliers and team.
• Discuss aftercare, euthanasia consent forms, and financial matters empathetically.
• Schedule and manage appointments for each department.
• Manage invoicing and payments (EFTPOS/credit card, direct debit) and third-party financing.
• Process insurance claims, including GapOnly claims.
• Enter and maintain patient and client records.
• Maintain reception area organization and cleanliness.
• Uphold ARH Essendon values and Greencross Pet Wellness Company.

Skills

Customer service experience

Multitasking

Microsoft 365

Empathy

Communication skills

Reception/front of house

RxWorks familiarity

Tools

RxWorks

Job description

Are you a people person, animal obsessed and thrive in a fast-paced environment? We are looking for a friendly face to join our team as a Customer Care Representative at Animal Referral Hospital Essendon Fields! ARH Essendon Fields is a 24-hour multi-disciplinary specialist and emergency veterinary hospital located 8 km north-west of Melbourne's central business district. Our team of exceptional veterinarians, nurses, and support staff are committed to providing the highest quality emergency, medicine, surgical, oncology, ophthalmology and diagnostic animal services to the pet owners of Melbourne.

This role is available part-time, full-time or casual!

As part of the Customer Care team your duties will include:

• Greeting and assisting clients in a professional, timely and warm manner
• Handling high volumes of inbound calls efficiently
• Managing the hospital’s general email inbox
• Correspond with clients, referring veterinarians, 3rd party suppliers and other team members, ensuring to provide appropriate and pertinent information
• Discuss difficult topics with clients, such as aftercare options, euthanasia consent forms, and financial matters, in a compassionate and empathetic manner
• Schedule and manage appointments for each department
• Managing invoicing, payments (EFTPOS/credit card, direct debit), and processing 3rd party financing (VetPay, ZipPay, etc.)
• Processing insurance claims, including GapOnly claims, through the practice management software
• Entering and maintaining accurate and complete records and data related to patients and clients
• Maintain a consistently high level of organisation and cleanliness in the reception area
• Conduct oneself in a manner that uphold the values of ARH Essendon and the Greencross Pet Wellness Company

About You:

• The ideal candidate will have at least 2 years' experience in a fast-paced reception or front of house role in the veterinary industry, health care environment or similar
• Ability to efficiently manage and prioritize multiple tasks while maintaining composure under pressure, such as high call volumes, a crowded reception waiting room, and Level 1 presenting patients
• Tech-savvy with a proficiency in Microsoft 360
• A meticulous attention to detail and a commitment to accurate data entry
• Ability to effectively communicate with people from diverse backgrounds in a compassionate and empathic way
• Ability to handle challenging and/or demanding clients with tact and professionalism
• Enjoy working and being a part of a close-knit team
• Available to work a variety of shifts including days, weekends, and evening shifts (to 1:00am)
• Available to work over Public Holidays (Christmas, Easter, New Year's etc.)
• Experience with RxWorks is highly desirable but not essential as we will train the right candidate

This position offers an opportunity to work with some of the best clinicians in their field, in a professional and challenging yet enjoyable workplace.

You can enjoy a competitive salary PLUS:

• Discounts on Hills Products for your pet
• Discounts at our Petbarn stores
• Essendon Fields specific discounts including childcare, food, car servicing, beauty services, and gym memberships - combined with the convenience of having these facilities directly on-site
• Close proximity to public transport
• Access to a wealth of continuing education
• Free annual influenza vaccination
• Free access to confidential Employee Assistance Program LifeWorks 24/7