Client Services Representative

National Veterinary Associates, Inc.; Dennis Township (NJ); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Bonus potential

Benefits for full-time employees

Job summary

National Veterinary Associates is seeking a Client Services Specialist to join our veterinary hospital team. You will work closely with the Hospital Manager and medical staff to deliver exceptional customer service and ensure a smooth flow of clients and patients.

You will greet clients, schedule visits, manage charts, assist with prescriptions, and support the reception area while maintaining a professional image and accurate recordkeeping.

Qualifications

• High school diploma or GED required; bachelor’s degree preferred.
• Prior client service experience preferred.
• Good telephone etiquette and client service excellence.
• Basic veterinary knowledge of products and services.
• Excellent oral and written communication skills.
• Basic computer skills including MS Office and practice management software experience preferred.
• Strong organizational skills with ability to multi-task and attend to details.

Responsibilities

• Greet clients, determine needs, and check-in/check-out with courtesy.
• Schedule clients for treatments, vaccinations, procedures, and in-hospital care.
• Assist with client reminders for wellness visits and other services.
• Pull and update patient charts and create new charts as needed.
• Assist with dispensing prescriptions and provide administration instructions.
• Sell OTC products and assist clients with product selection.
• Invoice clients, collect payments, and process charges per hospital policy.
• Provide basic emergency information and assist in transporting patients when needed.
• Maintain waiting area cleanliness and restock supplies and educational materials.
• Prepare and send welcome letters, new client packets, referrals, and thank-you notes.
• Demonstrate working knowledge of PIMS procedures.

Skills

High school diploma

Client service

Telephone etiquette

Communication skills

Computer skills

Office software

Practice mgmt software

Organizational skills

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Practice mgmt software

Job description

The Client Services Specialist is an invaluable member of the hospital team who works directly with a Hospital Manager and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through the animal hospital.

Job Responsibilities

• Responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. Models a professional and courteous manner with staff and clients.
• 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.
• Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.
• Pulls patient charts for daily scheduled appointments and collects information to make necessary updates, including the creation of new charts, when appropriate.
• Assists technician in filling prescriptions with appropriate medication and providing routine instructions to owners on the proper administration of the medication.
• Performs over-the-counter sales of merchandise such as food and special diets, shampoos, flea and tick control products, heartworm, etc. Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs.
• Invoices clients, collects fees, makes change, imprints credit card forms, and obtains authorization for credit charges following the credit policies of the hospital.
• Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.
• Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc.
• Prepares and sends welcome letters, new client information packets, referral and thank you letters, condolences, long wait notes, and other correspondence for the doctors and/or Hospital Manager.
• Demonstrates a full working knowledge of PIMS procedures and functional applications.

Skills and Basic Qualifications

• High school diploma or GED required. Bachelor’s degree preferred.
• Prior client service experience in related area preferred but not required
• Proper telephone etiquette and client service excellence
• Basic veterinary medical knowledge, including products and services
• Excellent oral and written communication skills
• Basic computer skills (Microsoft Office, e-mail, and practice management software experience preferred)
• Strong organizational skills with ability to multi-task and still attend to details

• Compensation
• Base hourly rate of $16-$18 pending previous experience
• Eligible for periodic bonus
• Benefits available for full time employees: