Client Care Representative

Client Care Representative (CCR) Job Description

Title

Client Care Representative

Reports to

Client Care Representative Manager

Prerequisites

• High School Diploma
• Proficient in the English language
• Minimum of 2 years Client Care experience either within or outside of the veterinary profession
• Minimum of 18 years old
• Genuinely enjoys working with people
• Can stay calm and efficient during a medical emergency
• Is well-spoken and approaches his/her job duties in a mature and professional nature
• Excellent client communication skills
• Working Conditions: May be exposed to unpleasant odors, noises, animal vomit, urine, blood or feces. May be exposed to bites, scratches, and contagious diseases.

Summary

Our Client Care Representative will be the first line of contact for most of our patient’s families. This first impression is one of the steps to solidifying a client’s trust in our medical staff, whether it be on the phone or face to face. A CCR must be efficient and effective, able to multi-task, and act as a liaison between clients and treatment staff.

You will be faced with numerous types of personalities in a wide variety of situations. You are the only role in the hospital whose primary focus will be taking care of the people. We expect that you will empathize with each person’s unique situation as well as advocate for the people that you will develop relationships with.

It is no secret that at times, our patients’ families can be emotional. Our CCRs are the front line and are most at risk of hearing when a client may be going through a difficult time. While Client Care is your priority, your safety and well-being is Boreal’s priority. At no time will abuse be tolerated.

Essential Job Functions

• Greeting clients at the door
• Checking clients/patents in and out
• Managing phone lines (incoming and outgoing calls)
• Reviewing consent forms and admitting patients, after consent has been discussed by the RVT/DVM
• Obtaining deposits
• Reviewing euthanasia paperwork and aftercare information
• Preparing sympathy cards, and other client communication documents
• Checking in with clients in the waiting room (including managing wait time expectations)
• Showing clients into the triage or exam rooms
• Register balancing (including mid-shift reports and end of shift cash outs)
• Ensuring reception is tidy and the coffee station is stocked
• Notifying a kennel attendant if front area needs shoveling, etc
• Managing returned patient remains and keepsake items
• Electronic medical record-keeping/filing
• Booking referral appointments and rechecks
• Bolstering a positive morale amongst the team

Opportunities for Advancement

After a minimum of one year’s employment with positive performance reviews, Client Care Representatives are strongly encouraged to pursue formal continuing education opportunities to enhance both their professional and personal growth. If there is a position or opportunity that you feel would mutually benefit yourself and Boreal, please discuss this with your direct supervisor or an owner.

Job Types: Full-time, Permanent

Salary: $19.00-$22.00 per hour

Expected hours: 40 per week

Benefits:

• Dental care
• Disability insurance
• Discounted or free food
• Employee assistance program
• Extended health care
• Paid time off
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 10 hour shift
• Evening shift
• Morning shift
• Night shift
• Overtime
• Weekends as needed

Supplemental pay types:

• Overtime pay

Ability to commute/relocate:

• Edmonton, AB T6V 1N8: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (preferred)

Work Location: In person