Client Service Representative at Advanced Veterinary Care Group

Heartland Veterinary Partners LLC; Canton Charter Township (MI); On-site; USD 23,000 - 26,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental insurance

Vision insurance

Retirement benefits or accounts

Bonus incentive

Flexible work schedules

Career and professional development

Employee Assistance Program

Employee Referral Program

Job summary

Heartland Veterinary Partners LLC is seeking a Client Service Representative to provide an exceptional client experience while handling front desk duties, record-keeping, and appointment management. The CSR will manage reception, medical records, cash processing, data entry, and communications in a busy veterinary setting.

The role emphasizes compassionate client interaction, accurate documentation, and adherence to practice policies to ensure every patient and client leaves satisfied.

Qualifications

• Weekend availability may be required.
• High school diploma or equivalent.
• Previous veterinary experience preferred.
• Client satisfaction references preferred.
• Practices OSHA safety techniques including proper PPE.

Responsibilities

• Leads practice opening and closing procedures per Practice Manager instructions and practice procedures.
• Ensures all public areas are clean and presentable for patients; cleans and straightens areas including the front desk, reception area, waiting area, office, public bathroom(s) and exam rooms.
• Processes cash, checks, charge card payments and credit account payments.
• Schedules appointments for the clinic adhering to practice and Doctor preferences and ensure appropriate workflow.
• Assists in the updating of client/patient files, as needed.
• Prepares and sends client correspondence.
• Sends reminder notices to clients for periodic notifications; conducts re-calls to clients on a timely basis from a call back list.
• Performs a backup of the computer system on a regular basis, as directed.
• Performs and oversees the performance of posting daily business.
• Welcomes clients and patients to the practice with a warm and friendly demeanor and ensures an excellent experience during the practice visit.
• Answers incoming telephone calls applying proper telephone etiquette.
• Presents clients with medications, instructions, new client kits and any other take home items.
• Handles emergency situations with great care, patience, and following established clinic policies and procedures.
• Addresses client concerns in a calm appropriate manner, ensuring every experience ends in satisfaction.

Skills

Patience & Compassion

Collaboration & Teamwork

Communicating

Active Listening

Organization Skills

Client Satisfaction

Education

High school diploma

Job description

Practice:

We are not your traditional veterinary hospital. We partner with your veterinarian to provide flexible case management solutions. We will only perform the diagnostics and treatments that your vet requires, leaving the ultimate case control in their hands.

Advanced Veterinary Care Group is an innovative new concept designed to redefine how high-quality veterinary healthcare is delivered. The Care Group is like your “partner across the hall,” a team of highly experienced and competent general practitioners with special interests in several key areas of medicine.

Reporting into the Practice Manager, the Client Service Representative (CSR), provides an exceptional experience to our clients during every interaction. In addition to continually engaging the client, the CSR performs practice administrative tasks such as record maintenance and appointment tracking. The CSR manages practice reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing and mail services. The CSR applies practical knowledge of practice processes and services, the basic rules and regulations governing visitors and animal patient treatment, and veterinary record requirements and terminology to ensure every patient is well‑cared for and every client has an exceptional experience.

Competencies:

• Patience & Compassion: Remaining professional while still making Doctors, teammates, clients, and patients feel as comfortable as possible regardless of the situation or challenges presented. Responding quickly and calmly to crisis while maintaining a high standard of patient care.


• Collaboration & Teamwork: Carefully coordinating actions with Doctors and practice team members. Providing feedback appropriately and in a timely manner. Quickly incorporating feedback to ensure positive results. Sharing ideas and being open to other’s ideas.


• Communicating: Conveying instructions to clients and teammates to ensure successful patient care.


• Active Listening: Following the instructions of Doctors and sometimes patient owners. Picking up the needs of Doctors and teammates based on prior experiences and feedback.


• Organization Skills: Clear tracking of lab specimens, medications, patient instructions, workflow, and other job-related items while managing multiple patients and clients.


• Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.

Essential Responsibilities:

• Leads practice opening and closing procedures per Practice Manager instructions and practice procedures.


• Ensures all public areas are clean and presentable for patients; cleans and straightens areas including the front desk, reception area, waiting area, office, public bathroom(s) and exam rooms.


• Processes cash, checks, charge card payments and credit account payments.


• Schedules appointments for the clinic adhering to practice and Doctor preferences and ensure appropriate workflow.


• Assists in the updating of client/patient files, as needed.


• Prepares and sends client correspondence.


• Sends reminder notices to clients for periodic notifications; conducts re‑calls to clients on a timely basis from a call back list.


• Performs a backup of the computer system on a regular basis, as directed.


• Performs and oversees the performance of posting daily business.


• Welcomes clients and patients to the practice with a warm and friendly demeanor and ensures an excellent experience during the practice visit.


• Answers incoming telephone calls applying proper telephone etiquette.


• Presents clients with medications, instructions, new client kits and any other take home items.


• Handles emergency situations with great care, patience, and following established clinic policies and procedures.


• Addresses client concerns in a calm appropriate manner, ensuring every experience ends in satisfaction.

Requirements/Qualifications:

• Ability to work on weekends as required


• High school diploma or equivalent


• Previous veterinary experience preferred


• Client satisfaction references preferred


• Practices OSHA safety techniques including proper PPE

Benefits Offered:

• Paid time off


• Health insurance; dental insurance; vision insurance


• Retirement benefits or accounts


• Bonus incentive


• Flexible work schedules


• Career and professional development


• Employee Assistance Program


• Employee Referral Program

Benefits offered may vary depending on full or part time employment status according to company policy.

Pay Range:

USD $17.00 - USD $19.00 /Hr.