Reception / Client Service (Now hiring)

Covingtonveterinaryhospital; Fort Wayne (IN); On-site; USD 30,000 - 45,000; Full time

Job summary

Covington Veterinary Hospital in Fort Wayne, Indiana is seeking client service representatives to provide exceptional customer service in a busy hospital environment. Responsibilities include answering phones, managing client inquiries, and maintaining patient records.

The ideal candidate will have a high school diploma and significant experience in an office environment. Experience in veterinary settings is preferred. This role requires multitasking and a compassionate approach towards clients and their pets.

Qualifications

• Genuine liking for animals and animal care environment.
• Ability to stay organized in a busy office.
• Understanding of veterinary terms and basic lab tests.

Responsibilities

• Answer and triage phone calls effectively.
• Manage client interactions and inquiries.
• Maintain professional appearance and office organization.

Skills

Communication

Multi-tasking

Critical thinking

Customer service

Education

High school diploma or equivalent

Tools

Practice management software

Job description

The client service representatives are the first impression of the hospital and as such should always maintain a warm and inviting, but professional, manner. They need to be proficient in hospital protocols and able to answer client questions. They need to be efficient, able to multi-task and provide good communication between the client and the rest of the team while upholding the mission and vision of Covington Veterinary Hospital.

RESPONSIBILITIES

• Answer and triage phone calls from clients, in a professional and friendly manner, using a multi-line phone system.
• Answer client’s inquiries about hospital policies, basic pet care questions and standard costs.
• Receives and transmits phone and fax messages accurately and promptly.
• Greets clients, enters or updates client and pet information into the computer system, then escorts to the exam room.
• Monitor schedule and appointment flow.
• Proper medical records maintenance including documenting conversations with clients and scanning documents and filing as necessary.
• Manage record requests from boarding or grooming facilities or other hospitals.
• Prepares immunization certificates and appointment paperwork.
• Prepares client invoices and obtains payments after services performed.
• Maintains the appearance of the business office; professional appearance with clean scrubs and name tag.
• Required to stay up front to greet clients.
• Identify and work compassionately with clients in various emotional states.
• Work patiently with distressed, frustrated, or disgruntled clients.
• Attends clinic sponsored events such as client education events, community outreach, and any other events requested by management.
• Performs other duties as assigned in regards to front desk organization, teamwork, problem-solving, staff meetings, and special projects and assignments as needed.
• Assist in cleaning the hospital including but not limited to: keeping reception desk area and lobby clean and sanitary, taking out the trash and recycling, laundry, cleaning floors, bathrooms, exam rooms, kitchen and kennels if needed.

PERSONAL REQUIREMENTS

• Feel and express a genuine liking for animals and for working in an animal care environment.
• Promote a Fear Free pet and client experience, in accordance with Covington Veterinary Hospital philosophy.
• Deal intelligibly, pleasantly and efficiently with clients on the telephone and in person, often doing several things at one time.
• Display tact and diplomacy with staff members and clients.
• Show professionalism and maturity to other staff members.
• Understand and carry out oral and written directions.
• Good critical thinking and problem-solving skills.
• Be flexible in attitude and work habits.
• Learn how to pronounce, spell and know the meaning of commonly used veterinary terms.
• Understand vaccinations, basic lab tests, common diseases and pet behavior.
• Able to use computer systems, word processing programs, email, web search and other skills needed to utilize the practice management software.
• Work does require sitting or standing for extended periods of time, ability to safely lift up to 30#, squatting, and/or twisting.

EDUCATION/EXPERIENCE REQUIREMENTS

• High school diploma or equivalent
• Significant experience with basic office functions in a busy office environment.
• Veterinary experience preferred
• Complete 1 hour of continuing education per quarter.

6104 Covington Road, Fort Wayne, Indiana 46804, United States