Customer Service Representative - Amerivet Services Llc : Job Details

The CSR enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions. Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients. Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations Telephone Communication

• Answers incoming telephone calls by the third ring, using proper telephone etiquette. This includes using a three-part greeting and asking callers before placing them on hold.
• Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.

Client Relations

• Follows 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.
• Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
• 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.
• Makes calls to clients on a timely basis from a call-back list.
• Provides clients with any information or instructions they will need prior to their appointments.
• Contacts clients to schedule discharge appointments and recheck appointments and confirms appointments and pre-surgical instructions.

Appointment Scheduling

• Schedules outpatient, surgical, hospitalized patient, and boarding appointments using a computerized scheduling program.
• Schedules appointments in accordance with established hospital guidelines, allocating the appropriate amount of time according to the type of visit.
• Schedules appointments to meet the clients' needs and most efficiently use veterinarians' and staff members' time.

Computer Use and Maintenance

• Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
• Generates financial and other reports (e.g., call-back lists and appointment lists) using the computer

Procedures and Protocols

• Adheres to all hospital policies, standards, and procedures, as stated in the hospital procedures manual.
• Communicates basic patient preventative care protocols to clients.
• Maintains knowledge of the practice's products and services.
• Improves upon veterinary knowledge and skills by taking advantage of in-house education material and by participating in continuing education, staff meetings, and in- house training.
• Attends all staff and departmental meetings as requested.

Recordkeeping and Filing

• Updates client files and patient records as needed.
• Scans medical documents.
• Faxes medical records to requesters, with client's permission.
• Processes returned mail/postcards. Contacts client to verify and correct contact information.

At AmeriVet, your well-being, your loved ones, and your future are our top priorities. This commitment is reflected in the comprehensive range of benefits we offer, including: •Comprehensive medical, dental, and vision insurance •401(k) matching •Generous holidays and paid time off •Career development programs •Robust health and wellness initiatives •Employee referral bonus programs and much more! AmeriVet takes pride in embracing the uniqueness and diversity that every team member, pet owner, and pet brings to our community. Our unwavering dedication revolves around nurturing a culture of diversity, equity, and inclusion, where each team member not only feels a strong sense of belonging, but is also empowered to thrive.