Client Service Representative at Griffith Veterinary Hospital

Heartland Veterinary Partners LLC; Westland (MI); On-site; USD 21,000 - 23,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental insurance

Vision insurance

Retirement benefits

Bonus incentive

Flexible work schedules

Career and professional development

Employee Assistance Program

Employee Referral Program

Job summary

Griffith Veterinary Hospital in Westland, MI recently moved into a brand new facility with state-of-the-art equipment as of February 2024. The CSR role supports client interactions, maintains records, schedules appointments, and handles payments to deliver an exceptional client experience.

Reporting to the Practice Manager, the CSR applies veterinary record knowledge and keeps processes efficient while ensuring every client and patient receives top-tier service.

Qualifications

• Must be able to work on weekends as required.
• OSHA safety techniques including proper PPE.

Responsibilities

• Lead opening and closing procedures per Manager instructions.
• Keep front desk, reception, waiting area, offices and exam rooms clean and presentable.
• Process cash, checks, and card payments; manage credits.
• Schedule clinic appointments per Doctor preferences and workflow.
• Update client/patient files and send client correspondence.
• Send reminders and perform timely recalls from a callback list.
• Backup and post daily business entries.
• Greet clients and patients with a warm, friendly demeanor to ensure a great visit.
• Answer incoming phone calls with proper etiquette.
• Provide medications, instructions, kits and take-home items to clients.
• Handle emergencies with care and according to clinic policies.
• Address client concerns professionally to ensure satisfaction.

Skills

Patience & Compassion

Collaboration & Teamwork

Communicating

Active Listening

Organization Skills

Client Satisfaction

Education

High school diploma or equivalent

Job description

Practice:

Griffith Veterinary Hospital is very fortunate to have just moved into a brand new facility with state-of-the-art equipment as of Feburary 2024. Our staff gets to enjoy working in larger areas, while doctors get to enjoy a beautiful office designed to enhance teamwork and collaboration. Every square inch of Griffith Veterinary Hospital is newly redesigned to offer a more efficient work flow and comfortable working environment. We are one of the highest-rated hospitals in Westland, MI! We also provide complementary and alternative veterinary medicine therapies that include acupuncture, Chinese herbal medicine, therapeutic nutrition, and nutritional supplements.

More about the Role:

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. Pay $15.50 - $17

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 $15.50 - USD $17.00 /Hr.