Customer Service Intake Specialist

Cassells Animal Hospital is in search of an outgoing and energetic Customer Service Representative for Part time employment (approx 17 hours/week, days only, no evenings or weekends). The CSR is an invaluable member of the hospital team who works directly with the Hospital Manager and supporting medical staff to provide exceptional client service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. More specifically, the Customer Service Representative is responsible for greeting clients, determining the needs of the clients and patients, and aiding in the check-in and check-out process. The position requires a practical knowledge of the clinic’s procedures and policies. The CSR is expected to perform the office duties related to patient care and treatment and to assist the Hospital Manager and doctors as needed.

This is part time position; scheduled days and hours may vary based on hospital need. The Client Care Specialist reports to the hospital Manager. Our current position is a 4 month contract to cover a leave, there is the possibility of renewal at the end of the 4 months.

Responsibilities:

· Greeting Clients: Greets every client immediately with a cheerful and professional attitude and makes them feel welcome during their entire visit. This includes assisting them in a timely manner and ensuring that someone is in contact with the client from arrival to departure. Assist emotional and/or grieving clients by escorting them to a private area. Demonstrates empathy for clients and withholds judgement. Respectfully handles patients, both alive and deceased. Prepared to handle any pet or facility emergency that may arise, including dog or cat fights, chocking or strangulating animals, seizing patients, etc.

· Phone Etiquette: Professionally receive incoming calls using prescribed telephone techniques. Uses excellence and good judgement to address the needs of the caller. Remains calm under pressure and able to handle difficult clients with poise and tact. Ability to provide detailed phone messages to the appropriate recipient. Ability to multitask and use a multi-line phone system.

· Professional Confidence: Follows established policy and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patient in need of vaccinations, rechecks, surgeries, in hospital procedures, and other services that require a doctor or technicians time. Educates clients on products and services and responds to routine basic medical care questions. Demonstrates basic emergency procedures and can give proper information on transporting patients to the hospital. Responsible for advising hospital staff of incoming emergencies.

· Appearance: Maintains appearance and cleanliness of the waiting room and reception area, including restocking of products, office supplies, client educational materials, hospital brochures, etc.

· Front Desk Duties: Preparing all required forms such as in-house patient and client forms, boarding forms, euthanasia forms, rabies certificates, consent and release forms, pre-surgical forms, etc. Obtaining approval and filling over the counter merchandise sales of prescription diets, shampoos, flea and tick control products, heartworm preventatives, and other approved products. Be proactive in scheduling future appointments as needed and educating clients on our online pharmacy. Completing the check in and check out process as needed.

· Computer Knowledge: Demonstrates a full working knowledge of our veterinary software, in addition to basic computer programs. Ability to demonstrate basic procedures, such as scanning and attaching, email, faxing, texting, etc. Ability to multitask between several different programs. Experience with Avimark is a plus.

· Financial Transactions: Collect fees, make change, process credit card transactions, balances out cash drawer and runs end of day reports as needed.

· Flexibility and Teamwork: Any other duties asked of you by the hospital leadership team

We thank all applicants for your interest in Cassells Animal Hospital. However, only those selected for an interview will be contacted.

Job Types: Part-time, Fixed term contract

Salary: $17.00-$20.00 per hour

Expected hours: 17 per week

Schedule:

• Day shift
• Monday to Friday
• No weekends

Work Location: In person