Client Service Representative/Reception Job at VetEvolve
Description:
- Open the practice and set up for the morning as directed. Assist in keeping the clinic clean, disinfected and free of odor as much as possible. Schedule appointments, obtaining all necessary data concerning the patient and owner. Prepare all required forms in advance when possible. Prepare to receive appointments by retrieving client records, preparing needed forms in advance of clients’ arrival. Complete required forms such as new client form, patient visit form, client report, consent forms, estimates, payment agreements, etc. and obtain all necessary information.
- Notify doctors / medical team of patient arrival. Relay all necessary information to the doctors and technicians. Discharge patients which includes reviewing all entered charges for miss or corrections, review discharge instructions and medications. Ensure that all future reminders are set up in the computer system for the patient and that the next appointment is scheduled. Accurately process and collect client fees, make change, process credit card transactions, and post and record payments. Assure that all financial obligations are met by owners.
- Assist in the updating of client files. Follow-up with clients when clinic records indicate no recent visits. Assist in making count of cash drawer and the running of end of day transactions. Retrieve and re-file (either physically or electronically) medical records accurately and promptly. Perform a variety of clerical duties, receiving, sorting, distributing mail, sending out mailings, cleaning, organizing reception area, type memos, correspondence, reports and other documents. Assist in the ordering, receiving, stocking and distribution of supplies. Close the practice for the evening as directed.
- Welcome clients and patients to the practice with a warm and friendly demeanor and provide for their comfort while they are in the practice. This includes greeting clients, offering coffee, showing them to the waiting area, etc. Maintain an up-to-date magazine selection in the waiting area.
- Answer incoming telephone calls utilizing proper telephone etiquette. Screen those calls that are handled by other healthcare team members and take care of routine calls. Routine calls include those seeking information about veterinary services. Offer to send a hospital brochure to any telephone shopper call the hospital Provide knowledgeable sub-professional advice concerning the care and treatment of animals including questions regarding hospital services, fees, animal care and treatment in accordance with hospital policies. Appropriately direct other questions and communication to a veterinarian, practice manager, office manager or other health care team member. Review the services that were rendered to the pet (verbally itemize the client receipt) and inform client of the total amount due. Assure the owners meet all financial obligations or that acceptable arrangements have been made.
- Follow established hospital policies regarding patient admittance. Determine whether the immunization and or tests are current. Recommend update of necessary immunizations / tests to clients.
- Follow established hospital policies and procedures in referring clients for immediate treatment of their pets when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure distressed pet owners. Determine whether immunizations and/or tests are current. Recommend update of necessary immunizations and/or tests to clients when applicable.
- Handle all request for prescription refills in accordance with hospital policies and procedures.
- Re-fill veterinary prescriptions that have been approved for CSR’s to handle without doctor’s personal approval. Ensure that all hospital policies and procedures are following regarding said refills. Provide routine instructions to owners concerning prescriptions for medications. Perform over-the-counter selling of specialty merchandise comprised of pet grooming aids and veterinary retail items. Exercise technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products, answer questions concerning products purchase/ use.
- Discharge patients. Review charts of patients being discharged from the clinic for completeness of information, make new appointments or note changes in patient status, as necessary. Enter charges and set up future reminders in system. Present clients with medications, instruction. Collect lab specimens from pet owners, match patient record to the sample and submit samples to veterinary technician or nurse.
- As required, enter data into the computer system, retrieve and modify computerized records. Use practice management software to create reminder lists, receipt and invoice, update medical / client records. Use word processing software to produce general correspondence or special mailings.
- Possession of strong organizational skills.
- Basic computer knowledge
- Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
- Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.
- Understanding the implications of new information for both current and future problem-solving and decision-making.
- Ability to work independently on assigned tasks as well as to accept direction on given assignments.
- Regular attendance and timeliness are an essential function in order to fulfill the requirements of this position.
- Performs other duties as assigned.
- Ability to multi-task
- Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.
- Requires strong client service skills. Personal contacts are with pet owners affected by a variety of problems, visitors and other healthcare team members. Considerable tact and diplomacy is required. Must accurately relay owner’s account of the medical complaint(s) of the pet(s) involved to the healthcare team member who will be involved in treating the patient(s).
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Requires active listening skills, giving full attention to what other people are saying, taking time to understand the points be made, asking questions as appropriate and not interrupting at inappropriate times.
- Requires telephone conversations· Requires use of electronic mail. Requires face-to-face discussions with individuals or team members
- Work well with all employees and ensure that your actions support the hospital, the doctors, and the practice philosophy.
- Monitoring/Assessing performance of yourself, other individuals or the practice to make improvements or take corrective action.
- Ability to adjust actions in relation to other’s actions· Teaching others how to perform a task. Actively looking for ways to help others. Being aware of others’ reactions and understanding why they react as they do.
- Requires dealing with unpleasant, angry or discourteous people in a professional manner
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