Client Service Coordinator

NVA General Practice; Canton (MA); On-site; USD 24,796 - 27,552; Part time

Benefits offered by this job

Employee discount

Job summary

Canton Veterinary Hospital in Canton, MA is seeking a Part-Time Client Service Representative for early morning and evening shifts with rotating Saturdays. The CSR greets clients, schedules appointments, checks in/out, and helps maintain a smooth flow of patients through the hospital.

Experience in veterinary medicine is required. The role offers growth opportunities and a supportive team in a fast-paced clinic; standing for long periods and some heavy lifting may be involved.

Qualifications

• Experience in Veterinary Medicine is required.
• Ability to multitask efficiently in a fast-paced clinic.
• Strong communication and client-service skills.
• Capacity to handle sensitive situations with empathy.
• Willingness to stand for long periods and perform light lifting.

Responsibilities

• Greets clients and determines needs while guiding them through the check-in/check-out process.
• Schedules client appointments and answers questions including callbacks.
• Maintains waiting area appearance and overall front-office organization.
• Assists hospital staff and doctors to maintain patient flow.
• Educates clients on services and products and answers routine questions.

Skills

multitasking

communication

empathy

active listening

time management

problem solving

teamwork

professional demeanor

Job description

Canton Veterinary Hospital is currently looking to fill a Part-Time Client Service Rep position. This position is for early morning day shifts and evening shifts with rotating Saturdays. Experience in Veterinary Medicine is required. This is a great opportunity for someone who is looking for growth in the veterinary field. There are many learning opportunities available.

The CSR's main responsibility is to provide exceptional client service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. More specifically, the Veterinary Receptionist is responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. The position requires a practical knowledge of the clinic’s procedures and policies. The CSR is expected to perform the office duties related to patient care and treatment and to assist the Hospital Manager and doctors as needed.

This is a Part Time position; This position may require standing for long periods of time and some heavy lifting may be involved.

The Client Service Rep reports to the Hospital Manager and in his/her absence, the Managing doctor.

Job Requirements/ Skills/ Physical Demands

An employee in this position must have a sense of caring for animals

• Ability to multitask efficiently, and work well individually and within a team
• Must be able to handle the physical and emotional aspect of work in a veterinary clinic environment, including euthanasia
• Must have active listening, critical thinking, complex problem solving, time management, judgment and decision-making skills
• Excellent communication skills and the ability to work effectively and efficiently in a fast-paced environment.
• Models a professional and courteous manner with all staff and clients

Essential Functions

• Communicates professionally and effectively to all members of the team and clients.
• Works collaboratively with veterinarian and technician team to help maintain the flow of pets
• Provides compassionate service to clients
• Professionally receives incoming calls on the telephone, using prescribed telephone techniques. Uses service excellence to address the needs of prospective clients.
• Schedules client appointments and addresses client questions including calling clients back.
• 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.
• Contacts clients with scheduled outpatient or pre-surgery appointments to remind them of the time and appointment requirements (for example, stool samples for fecals or withholding any food and water).
• Maintains appearance and cleanliness of the waiting room and reception area through close, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc.
• Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.
• Greets clients with a cheerful and professional attitude and makes them feel welcome during their entire time in the clinic. This includes assisting them in a timely manner and ensuring that someone is in contact with the client from arrival to departure.
• Completes client check-ins and check-outs, preparing all required forms such as in-house patient and client forms, health certificates, euthanasia forms, vaccination certificates, handouts, rabies tags and certificates, consent and release forms, pre-surgery instruction sheets, etc.
• Schedules follow-up medical progress exams and/or appointments for additional healthcare as directed by a doctor.
• Assists emotional and/or grieving clients by escorting them to a private area. Demonstrates empathy for clients’ companion animals. Uses a variety of techniques shown in training, to reassure distressed pet owners.
• Invoices clients, collects fees, makes change, imprints credit card forms and obtains authorization for credit charges, following the credit policies of the hospital. Also, counsel's clients as to payment options, and help clients to fill out any necessary paperwork such as Care Credit applications or promissory notes
• Educates clients on products and services and responds to routine medical care questions (for example, vaccination schedules for puppies and kittens, worming, or flea treatment) in person or over the phone.

Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.

• Follows time clock procedures for clocking in and out at the start and end of the shift and reports to work on time for each shift.
• Ensures the front office is clean and tidy, always maintaining a professional appearance.
• Assists the Hospital Manager with special projects during slow times.
• Ensures there is a sufficient supply of hospital forms and office supplies and reorders the needed supplies on a timely basis, or notifies the Hospital Manager well in advance, so that inventory never runs out.
• Maximizes schedule based on Doctor and time needed for an appointment.
• Assists Hospital Manager with additional clinic tasks as needed.

Compensation Commensurate With Experience.

Canton Veterinary Hospital is an equal opportunity employer. We strongly and proudly support and value the uniqueness of all individuals and promote a work environment where diversity is embraced.

Job Type: Part-time

Benefits

• Employee discount

Experience

• Veterinary: 1 year (Preferred)

Shift Availability

• Day Shift (Preferred)
• Night Shift (Preferred)
• Rotating Saturday Shift

Salary

$18-20/hr (commensurate with experience)