Lead Client Service Representative

Department: Customer Servuice

Education: High School Diploma or equivalent

Work Schedule: To be determined as needed

Job Status: Full-Time

Experience: 3+ years Veterinary emergency hospital receptionist exp

Job Location: Lakewood, CO

Hourly Rate: $19/hr-$22/hr

JOB SUMMARY

We are seeking an outgoing, enthusiastic Veterinary Emergency Lead CSR (Client Services Representative) to join our passionate veterinary team. Experience in customer service and a fast-paced and hands-on environment is a must. The Lead CSR must be able to manage and train other CSRs on the team. They will also be assisting in helping with accounts receivable and accounts payable, as well as scheduling ultrasounds or surgeries through third-party organizations for patients.

JOB DUTIES AND RESPONSIBILITIES:

General Knowledge:

• Competently speak and write the English language, Spanish a plus
• Must possess exceptional organizational and management skills
• Excellent verbal and written communication skills, especially to a diverse range of audiences and settings

General Tasks:

• Ability to manage current CSRs and train new CSRs
• Assist CSRs with client complaints in the absence of supervisors
• Possess and express a genuine love for animals and for working in an animal care environment
• Always be prepared to work by the start of each scheduled shift
• Maintain a professional, friendly demeanor while on the job
• Perform job tasks efficiently, promptly, and efficiently when asked while promoting a positive attitude amongst the staff
• Show respect for clients, team members, and animals at all times and in all situations
• Engage in productive work during slow periods
• Participate in your performance appraisal, and, as requested, in those of others
• Participate in staff and training meetings
• Ability to work in a highly collaborative environment and commit to building relationships with colleagues, clients, and community 
• Display tact and diplomacy with staff members and clients even when busy or hectic
• Weekly CSR schedules and finding coverage during a callout
• Assisting in accounts receivable and accounts payable
• Assisting in scheduling diagnostics for patients such as ultrasounds and surgeries when necessary

Front Office Tasks:

• Answering and correctly handling phone calls
• Know basic triage concepts and understand when appropriate to forward phone call to technician or veterinarian
• Know phone functions, including hold, intercom, and taking and returning messages
• Can answer telephone and handle calls quickly, efficiently, and in a professional and friendly manner, using a multi-line telephone system
• Keeping the reception area and room(s) clean and tidy as well as properly stock supplies as needed 
• Access client information within the practice-management software system (EzyVet) and enter and retrieve client and patient data in the computer as needed
• Check clients and visitors in and out of the hospital
• Accurately manage financial transactions such as processing bills, taking payments, ordering, and checking in supplies
• Call to remind clients of their appointments and rescheduling as necessary
• Computer skills including typing, organizing, data entry, and communicating while utilizing common computer software and programs

Patient-Admittance/Discharge Tasks:

• Advise clients of special call-in times to check on patients or speak with doctors
• Explain delays that affect clients and support comfort of clients and patients during their waits by offering water and/or coffee
• Reschedule or accelerate appointments as needed
• Willingness and ability to present and explain fees during checkout while discharging patients and processing payments
• Outline costs and fees in a positive light while supporting hospital payment policies

Medical-Record Management Tasks:

• Understand electronic medical records system (Ezyvet)
• Understand and use billing system (Payjunction)
• Managing medical records, reports, and correspondence

Reporting Relationship:

• Reports to: Veterinary Office Manager

Benefits of working at Evolution Veterinary Specialists

• We work in a caring and supportive environment in a geographic location that offers an outstanding quality of life.
• Full-time benefits include health with an optional 50% employer-paid plan, 100% dental,100% vision, 100% disability and life insurances, 401(k), Employee Assistance Program, paid time off, uniforms, CE allowances, Signing and discretionary bonuses, and Trupanion Insurance for employee pets.