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Company: Pathway Vet Alliance
Location: Nantucket
Posted on: January 15, 2022

Job Description:

Description Position at Offshore Animal Hospital Position OverviewThe purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff. The CSR attends to clients at the front desk, as well as handles client phone calls. CSR will supply information regarding the hospital to clients. CSR also provides support to the veterinarians, technical staff, and boarding staff. CSRs are expected to know veterinary medical terminology and concepts.The CSR empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. CSR remains calm and collected in the face of emergency situations. Ultimately, it is the CSR who creates a good first and last impression on our clients. The importance of this role cannot be over-emphasized.Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.Primary ResponsibilitiesTelephone CommunicationClient Relations and Personal ServiceFollows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills. Uses active-listening skills to obtain all necessary medical and personal information from the client. Discerns any potential client problems, complaints, or questions and handles them appropriately.Relays medical instructions; itemizes the client's statement; reviews it orally with the client; and informs the client about hospital policies, such as pre-operative instructions, payment and credit policies, and vaccination policies. Communicates with clients as needed regarding invoices and the medical status of their pets. Maintains knowledge of current wellness-care standards and common medical problems and completes at least 10 hours of continuing education a year to keep up-to-date on veterinary knowledge.Provide friendly, quality client care to the patients and clients of Offshore.Requires strong communication and client service skills. Considerable tact and diplomacy is required.Monitors appointment schedule and communicates with clients about wait times.Uses the client's and pet's names to personalize communication.Schedules outpatient, surgical, hospitalized patient, and boarding appointments using a computerized scheduling program. Learn Cornerstone or other case management system to access patient/client records as needed, manage billing and accounts receivable and refill medications.Familiarize self with medical records and SOAPS to answer questions before approaching a DVM to the extent possible.Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual. Triages urgent-care patients and communicates with the medical team as appropriate.Cash-handlingAssists staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client and employee restrooms, and exam rooms. Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.RequirementsEducation equivalent to the completion of the 12th grade preferred.Knowledge of general office practices and procedures, Client Services Representative (CSR) duties, and telephone techniques.Demonstrates ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, and handle cash and other forms of payment.Ability to complete assigned tasks in the time allotted without direct supervision.Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.Excellent interpersonal communication skills.A commitment to outstanding client service.Ability to stay on task and work energetically for entire shift, sometimes exceeding 10 hours per day.Preferred: Knowledge of veterinary medical terminology and procedures and general computer skills.Preferred: At least two years' recent experience in an office or medical environment, with increasing responsibilities.Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relating information regarding patient's condition, and compiling and submitting data on patients treated.Requires sometimes dealing with unpleasant, angry, discourteous, or emotional people.Physical Requirements Frequently positions self and moves about the reception area to use office equipment, check on clients and pets and assist clients with merchandise. Frequently transports inventory to stock shelves. Frequent handling of packages 30-50lbs. Often transports patients to the scale or back to the treatment area. On occasion called upon to assist in holding a patient, clip nails, transport bodies, and possibly to help with CPR.**Possibility of moving/relocation expenses covered**We offer an INCREDIBLE benefits package that includes health, dental, vision, life, 401k, and paid time off as well as a pet benefits package!

Keywords: Pathway Vet Alliance, Nantucket , Receptionist, Administration, Clerical , Nantucket, Massachusetts

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