Client Service Representative

Paw-Prints-Veterinary-Clinic; Westover (WV); On-site; USD 17,000 - 22,000; Full time

Job summary

Paw Prints Veterinary Clinic is seeking a Client Service Representative to greet clients, manage check-in and check-out, and support doctors and staff. The role emphasizes exceptional client service, efficient front-desk operations, and accurate handling of patient information.

Requirements include a high school diploma, strong English communication, and prior client service experience. The position demands professionalism, teamwork, and the ability to multitask in a busy veterinary setting.

Qualifications

• High school diploma required.
• Prior client service experience is required.
• English language and written skills required.

Responsibilities

• Greet clients professionally and address their needs throughout their time in the clinic.
• Handle client check-ins/outs and processing of forms, payments, and appointments.
• Educate clients on services and vaccines and assist with basic product information.

Skills

Excellent telephone skills

Excellent oral and written comunicat

Interpersonal skills

Basic computer skills

Organizational skills

Payment handling

Escalation management

De-escalation

Time management

Team player

Education

High school diploma

Job description

At Paw Prints Veterinary Clinic, the Client Service Representative’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 Client Service Representative 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 Client Service Representative 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 full time position; scheduled days and hours may vary based on hospital needs. Every other Saturday availability is required on a rotation. This position may require standing for long periods of time and some heavy lifting may be involved.

The Client Service Representatives report to the CSR Supervisor and in her absence, the Hospital Manager.

Client Service Representative Job Duties and Responsibilities

Before a Visit

Professionally receives incoming calls on the telephone, using prescribed telephone techniques. Uses service excellence to address needs of prospective clients.

Schedules client appointments and addresses client questions including calling clients back.

Creates new patient accounts, schedules appointments and collects information to make necessary updates.

Follows established policies 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, 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.

Demonstrates a full working knowledge of Vetcove procedures and functional applications.

Client Service Representative Job Duties and Responsibilities Cont.

During a Visit

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 room. Demonstrates empathy for clients’ companion animals. Uses a variety of techniques shown in training, to reassure distressed pet owners.

Invoices clients, collects payments, and makes change following the policies of the hospital. Also counsels clients as to payment options, and helps clients to fill out any necessary paperwork such as Care Credit applications.

Following a Visit

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.

Follow up with clients via phone after a patient visit/surgery or to schedule a doctor recommended treatment (This responsibility may be shared with a technician).

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

Operational

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, maintaining a professional appearance at all times.

Assists the CSR Supervisor 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 Inventory Manager well in advance, so that inventory never runs out.

Adheres to scheduling guidelines and protocols.

Makes overdue reminder and confirmation calls to clients.

Assists CSR Supervisor with additional clinic tasks as needed.

Client Service Representative Job Duties and Responsibilities Cont.

Provides cost estimates and prepares client invoices while informing clients of credit policies and any outstanding balances.

Enters charges accurately into the computer using appropriate codes and taking client payments.

Performs end of day flow daily. Including: balancing out the cash drawer at completion of the day's business, preparing bank deposits, running end of day reports in Vetcove, etc.

Medical

Knowledge of medical terms and pharmaceutical names.

Performs over the counter sales of merchandise such as food and special diets, shampoos, etc.

Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs including medical products such as microchips and can assist with pet insurance.

Conveys the clinic message related to Quality Patient Care and helps educate the client with non-medical patient care.

Success Factors/Job Competencies

Demonstrates competency in clinical judgment and client communications.

Commitment to PPVC values

Time management - the ability to organize and manage multiple priorities

Strong team player

Excellent interpersonal and communication skills

Able to take accountability for one's position and actions.

Full-time status with schedule flexibility

Strong conversational accountability skills

Qualifications

Knowledge

Basic veterinary medical knowledge, including products and services, is desired

English language and written skills required

Familiar with the use of policies, reports, and form completion

Qualifications Cont.

Skills

Excellent telephone skills

Excellent oral and written communication skills

Interpersonal skills including working in a team environment

Basic computer skills (Microsoft Office and E-mail)

Strong organizational skills with ability to multi-task and still attend to details

Payment handling and basic finance skills

Ability to handle escalated situations and client concerns.

Abilities

Professional and courteous

Flexible

Willingness to learn

Ability to remain calm under pressure

Time management

Works well in team and fast-paced environment

Adherence to procedures and protocols

Takes initiative

De-escalation

Qualifications

Education/ Experience

High school degree

Prior client service experience is required

Training

Each Client Service Representative will have a 2-3 week training program at the beginning of employment at Paw Prints Veterinary Clinic. At the completion of which she/he should be able to perform the duties required of the position. Additional training will be offered as needed to any Client Service Representative to help enhance her/his skills and efficiency.

National Veterinary Associates (NVA) is a leading North American pet health care company with nearly 1,300 locations spanning general practice veterinary hospitals, Ethos emergency and specialty hospitals, and pet resorts and equine veterinary care. With approximately 40,000 team members, we care for pets and support pet families in communities across the United States and Canada. Our purpose is to give pets and the people who love them more quality years together, and our mission is to make care more personal, easy and accessible while advancing medicine and care across every stage of life. Across NVA, we support our teams with the resources, expertise and opportunities they need to deliver exceptional care and help shape the future of veterinary and pet care.

Purpose

Give pets and the people who love them more quality years together

Mission

Transform the pet family experience to be personal, easy and accessible, while advancing medicine and care across every stage of life.

Values

Care Deeply, Do What’s Right, One Team, Own It, Shape What’s Next

One NVA: Bringing General Practice & Ethos Together

NVA is built to make care personal, easy and accessible, while advancing medicine across every stage of a pet’s life.

At National Veterinary Associates, 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
• We may also contact you via text message from an identified NVA representative for recruiting-related communication
• All job opportunities and applications are hosted on our official careers site: careers.nva.com
• 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!

NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.