Veterinary Client Service Representative

JOB TITLE:  Client Service Representative (CSR)

Direct Supervisor: Department Leader

Direct Reports: None

Job Status: Non-Exempt

SUMMARY:

The job of a CSR is an essential part of the team at VCA Encina Veterinary Medical Center.  They are relied upon heavily to provide outstanding client care to both the clients in the hospital and also over the phone. VCA Encina is a high volume emergency, specialty and general practice hospital who takes pride in providing excellent care to all clients and patients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned. Experience working in a veterinary hospital is a MUST for this position.

• General Requirements
  • Must comply with all company policies listed in the Employee Handbook.
  • Conduct themselves professionally at all times while on campus.
  • Communicate with co-workers and clients respectfully.
  • Complete training plans within a timely manner.
  • Follow all OSHA policies and know the location of SDS binders.
• Client Service Duties
  • Maintain a clean work space, quickly picking up after yourself once your task is completed.  Work space includes front lobby, bathrooms, coffee area, reception area, and phone room.
  • Have a thorough working knowledge of PMS including scheduling appointments, recording medical record notes, entering new patients and clients into the hospital database, and checking clients in and out.
  • Alert appropriate staff upon patient arrival.
  • Must have basic medical knowledge and terminology.
  • Must be familiar with the doctors and their specialties and have the ability to communicate this with clients.
  • Accurately schedule appointments based on the needs of the client/patient.
  • Manage a multi-line phone system.  Calls must be answered and directed to the correct party accurately and professionally.
  • Confirm scheduled appointments with clients as needed.
  • Request records from referring hospitals.
  • Greet clients warmly upon arrival.
  • Manage the waiting room.  Alert appropriate team member if a client has been waiting for an extended period of time.
  • Process payments accurately with credit card, cash, and care credit.
  •  Perform opening or closing duties/responsibilities as needed.
  • Maintain electronic fax folder and link records/lab work to the appropriate client/patient account.  Communicate with doctors as needed.
  • Scan any paper records into the PMS system and link with the correct client/patient record.
  • Recognize emergency situations and bring patient immediately to the treatment room.
• Conduct
  • Team members are expected to lead by example.
  • Mentor and guide employees in training as directed by management team.
  • Communicate respectfully and calmly in all situations.
  • Provide compassionate care for all clients.
  • Alert members of management team to any concerns.
• Physical
  • Ability to lift over 20lbs.
  • Ability to kneel, bend, squat and stand for long periods of time as needed.

    Employees are expected to act in the best interest of the hospital, even if doing so requires actions or responsibilities not specifically listed in the job description.

  • We offer a comprehensive benefits plan that includes medical, dental, and vision coverage, 401(k), paid holiday and vacation time, and also personal pet care discounts. The wages range for the position is $24-$25 per hour depending on experience.
    
    The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

    If you are a current Mars associate, you should apply through our internal career site in Workday.

    The job description is subject to addition, subtraction, or revision by management as needed.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.