Client Service Representative

VCA Animal Hospitals; Wexford (Allegheny County); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Medical, dental, vision

Paid vacation/sick days

401(k)

Employee pet discounts

Job summary

VCA Animal Hospitals seeks a friendly receptionist to be the first point of contact for clients and their pets. The role emphasizes compassionate client care, accurate data entry, scheduling, and clear communication with the team.

This position offers benefits including medical, dental, vision, paid time off, 401(k), and employee pet discounts; experience in veterinary or customer service is valued.

Qualifications

• Cordially greet Clients on the phone or in person by name.
• Record messages with caller details and urgent notifications.
• Understand daily medical-record preparation processes.
• Know the services, medications and species treated.
• Schedule exams, rechecks, surgeries and procedures.
• Follow security and privacy procedures for data and payments.

Responsibilities

• Greet Clients on the phone or when arriving to the Hospital, addressing them and their pets by name.
• Differentiate routine cases from emergency cases and direct accordingly.
• Schedule appointments and manage the calendar to maximize efficiency.
• Enter Client, Patient, and financial data into the computer system.
• Generate invoices and explain them to Clients.
• Process payments and manage medical records with accuracy.
• Routinely inspect the lobby and reception area for cleanliness and readiness.
• Assist Doctors and staff when needed, including handling unruly pets.
• Ensure security of Patients, Staff, data, revenue, and facility.

Skills

Organizational skills

Compassion for animals and owners

Calm under pressure

Excellent communication

Job description

Receptionists are the customer-relations experts in a Veterinary Hospital. They are the Client's first impression of the practice, on the phone or in person. Receptionists must possess strong organizational skills, and the ability to remain calm under pressure. Receptionists must have compassion for animals and their owners and understand the stress that Patients and Clients endure.
Receptionists are responsible for greeting clients; differentiating routine cases from emergency cases; scheduling appointments; entering Client, Patient, and financial data into the computer; generating invoices and explaining them to Clients; processing payments; and managing medical records.
The general knowledge and tasks expected of Receptionists includes but is not limited to:

• Cordially greet Clients on the phone or when arriving to the Hospital, addressing them and their pets each by name.
• Accurately record messages for Doctors and staff. Note the caller's name, contact number and detailed message. Notify recipients of urgent messages immediately.
• Understand and follow the process for daily medical-record preparation.
• Know the range of services, medications and products provided and the species they treat.
• Follow scheduling guidelines to maximize efficiency when booking Clients. Properly utilize emergency situations and time overruns.
• Know standard medical and business abbreviations.
• Use proper medical terminology when speaking or documenting patient charts.
• Schedule appointments for exams, rechecks, surgeries and medical procedures.
• Understand the life cycle and pathology of common parasites and our Doctors' preferred preventatives, as well as how they are to be administered.
• Be familiar with zoonotic (contagious) diseases, including their prevention and steps to reduce or eliminate transmission.
• Communicate with Clients about the various pet-identification systems (tags, chips) available.
• Know the policies regarding provision of veterinary care, treatment of stray animals, hospitalized Patients, payments, credits, pet health insurance, and fees for services or products provided.
• Routinely inspect the lobby and reception area to ensure it is clean and presentable for Clients.
• Clean urinary and fecal accidents in the waiting room immediately.
• Smile and maintain an even, friendly demeanor while on the job.
• Show respect for Clients, team members, and animals (alive or deceased) at all times.
• Prioritize tasks to maximize Client satisfaction and Patient health.
• Maintain a list of tasks and engage in productive work during slow periods.
• Assist our Doctors and their Technicians when needed.
• Assist Clients with unruly or unrestrained pets.
• Follow established procedures to ensure the security of Patients, Staff, data, revenue, inventory and the facility.
• When in doubt, ask another team member!

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com