Client Services Representative

National Veterinary Associates; Invermere; On-site; CAD 34,000 - 42,000; Full time

Job summary

NVA Canada is seeking a Client Services Representative to join our hospital team in Invermere, BC. You will work with the Hospital Manager and medical staff to ensure outstanding client service while maintaining smooth flow of clients and patients.

Responsibilities include greeting clients, scheduling, chart updates, and assist in prescriptions and product needs. Strong communication and organization are essential for success in this role at NVA Canada.

Qualifications

• High school diploma or GED; bachelor’s degree preferred.
• Prior client service experience preferred but not required.
• Excellent telephone etiquette and client service excellence.
• Basic veterinary knowledge of products and services.
• Strong oral and written communication skills.
• Basic computer skills (Microsoft Office, e-mail, practice management software).
• Strong organizational skills with ability to multi-task.

Responsibilities

• Greet clients, determine needs, and complete check-in/check-out.
• Schedule patients for treatments, vaccinations, surgeries, and other services as needed.
• Assist with client reminders for annual health assessments and other care.
• Pull patient charts and update information; create new charts when needed.
• Assist with prescriptions and owner instructions for medications.
• Perform over-the-counter sales and advise on products.
• Invoice clients and handle payments per hospital policy.
• Provide information on emergencies and transport if needed.
• Maintain waiting area cleanliness and supplies.
• Prepare and send welcome letters and other client communications.
• Demonstrate knowledge of practice management software.

Skills

Telephone etiquette

Client service

Veterinary knowledge

Communication skills

Multi-tasking

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Microsoft Office

Practice management software

Job description

The Client Services Representative is an invaluable member of the hospital team who works directly with a Hospital Manager and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through the animal hospital.

Job Responsibilities

• Responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. Models a professional and courteous manner with staff and clients.
• Follows established policy 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.
• Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.
• Pulls patient charts for daily scheduled appointments and collects information to make necessary updates, including the creation of new charts, when appropriate.
• Assists technician in filling prescriptions with appropriate medication and providing routine instructions to owners on the proper administration of the medication.
• Performs over-the-counter sales of merchandise such as food and special diets, shampoos, flea and tick control products, heartworm, etc. Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs.
• Invoices clients, collects fees, makes change, imprints credit card forms, and obtains authorization for credit charges following the credit policies of the hospital.
• Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.
• Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc.
• Prepares and sends welcome letters, new client information packets, referral and thank you letters, condolences, long wait notes, and other correspondence for the doctors and/or Hospital Manager.
• Demonstrates a full working knowledge of PIMS procedures and functional applications.

Skills and Basic Qualifications

• High school diploma or GED required. Bachelor’s degree preferred.
• Prior client service experience in related area preferred but not required
• Proper telephone etiquette and client service excellence
• Basic veterinary medical knowledge, including products and services
• Excellent oral and written communication skills
• Basic computer skills (Microsoft Office, e-mail, and practice management software experience preferred)
• Strong organizational skills with ability to multi-task and still attend to details

At NVA Canada diversity and inclusion are an important part of our everyday reality.

At NVA Canada, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us:

• We’ll always reach out via verified LinkedIn profiles or emails ending in @nva.com
• All job opportunities and applications are hosted on our official careers sites: careers.nvacanada.ca
• There is no cost or confidential information required to apply or be considered for a position

If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at [e-mail]. Thank you for exploring opportunities at NVA Canada!

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NVA Canada is committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the recruitment process, please let us know and we will work with you to meet your needs.

We are committed to fostering an open and inclusive environment where everyone belongs, our people feel comfortable and confident to be themselves and reach their full potential regardless of age, race, national or ethnic origin, gender identity or expression, marital and family status, religion or other belief, culture, sexual orientation, or disability.