Job Title : Client Services Representative Department: Client Services

Reports To : CSR Manager

Status : Non-Exempt Hourly

Wage Range : $17.00-19.00 hourly

Job Description Updated: September 3, 2024

Position Summary

Client Services Representatives (CSRs) provide the first and last impression of each client’s visit to our hospital.

CSRs are responsible for client care and communication and always providing excellent client service. CSRs

perform clerical duties related to veterinary care and treatment, process invoices and payments, direct

incoming phone calls, and provide miscellaneous support to the veterinary team.

Essential Functions

• Maintain a professional, cheerful, and helpful attitude when interacting with clients.

• Answer incoming telephone calls using proper telephone etiquette, direct calls to other team members as

necessary, and take care of routine calls, such as scheduling appointments.

• Contact clients to confirm appointments, providing clients with any information or instructions they will

need prior to their appointment.

• Welcome clients and patients to the hospital, check-in patients, and provide for client and patient comfort

while in the reception area. Monitor the length of time clients are waiting, and appropriately handle

situations where there is an extended wait.

• Use veterinary management software to schedule appointments. Schedule appointments in accordance

with OPVMC guidelines, depending on the type of visit.

• Use computer system to accurately enter and retrieve records and reports, enter fees and charges, and

maintain the database. Generate call back reports, appointment lists, and other reports using the computer

system as directed.

• Exercise a technical knowledge of heartworm, flea, and parasite prevention products. Explain and

demonstrate products, answer questions concerning these products.

• Prepare client records according to established protocols in advance of clients’ arrival. Complete required

forms, such as new patient form, and obtain all necessary information. Obtain vaccination histories for

each patient. Recognize and note any vaccinations due for patient.

• Accept payments from clients. Accurately process cash, checks, and charge card payments. Know and

follow OPVMC payment policies.

• Knowledge of Care Credit process and ability to explain to clients.

• Assist other team members in keeping public areas clean and odor-free.

• Knowledge of what questions are appropriate to be directed to an LVT or doctor.

• Other tasks, as asked, by doctors or management.

• Work together with all OPVMC employees and ensure that your actions support the center, the doctors,

and the practice philosophy.

Education and Experience

• High school diploma or equivalent.

• 1+ years of experience in reception, in an animal clinic or medical reception preferred.

• Able to multitask, prioritize, and manage time efficiently.

• Proficient in Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).

• Attention to detail to maintain accurate patient records.

• Able to work nights, weekends, extended hours, and holidays.

• Basic understanding of animal behavior and health care.

• Passion for working with animals and their owners.

Knowledge, Skills, and Abilities

• Knowledge of general office practices and procedures, receptionist, and telephone techniques.

• 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 learn basic veterinary terminology.

• Effective communication skills, including writing, speaking, and active listening.

• Communicate in a clear, concise, and understandable manner.

• Possess basic computer skills, including ability to learn veterinary management software.

• Excellent customer service and interpersonal skills.

• Ability to collaborate with Veterinarians, Veterinary Technicians, Veterinary Assistants, and animal

owners.

• Advanced time management and organization skills.

• Critical thinking and data analysis.

• Problem-solving and decision-making.

• Compassion and empathy for both animals and pet owners.