Educational Requirements for Client Services Representatives (CSRs)
- High School Diploma or Equivalent
Work Environment:
- Professional, positive attitude (Spreads the Joy)
- Good attendance
- A sense of urgency
- Common sense
- Works well with our Team and takes initiative when appropriate
- Physically and mentally able to handle a busy schedule with grace
- Has a desire to become an integral part of the AHS family
- Ability to multitask
- Exceptional client communication skills - verbal AND written
- Accuracy and attention to detail
- A desire to learn what is needed to excel at their position
- A good work ethic - honesty, integrity, accountability
- A good attitude
- An ability to follow instructions/directions
- An understanding of basic veterinary terminology, procedures and protocol
Client Experience:
- Driven to go over and above for our client and patient experience while actively promoting our core values (Excellent customer service and patient care)
- Facilitate good working relationships through teamwork and collaboration between departments.
- Friendly customer service - again, going above and beyond to not only provide what the clients request, but to make suggestions or market what they may NEED - overdue vaccinations, overdue heartworm prevention, etc.
- Greet owners and pets by name, confirming why they are here
Knowledge, Skills and Abilities:
- Experience with Avimark practice management software (preferred)
- Has a sense of urgency
- Common sense
- Has the ability to multitask
- Exceptional client communication skills - verbal AND written
- Accuracy and attention to detail
- A desire to learn what is needed to excel that their position
- An ability to follow instructions/directions
- An understanding of basic veterinary terminology, procedures and protocol
Job Responsibilities:
These duties are the CSRs’ main responsibilities, but there are many more! Each station has their specific duties, but these are the MAIN duties of everyone in the department at any given time:
- Scheduling appointments
- Invoicing
- Accurate record keeping
- Maintain the warm, family “feel”
- Patient care and triage basics
- Keep tabs on activity in the lobby - make sure everyone has been acknowledged, helped, etc.
- Maintain clean, fresh-smelling lobby
- Maintain coffee station and direct clients to avail themselves of it
- Prepare paperwork for the next days’ appointments
- Request and enter patients’ histories
- Answer the phone
- Update client information, including names, addresses, phone numbers and email addresses
- Do weekly and monthly checklists
- Check the mail, both incoming and outgoing
- Fill prescriptions that are printed in the reception area
- Check phone messages
- Make sick and surgery patient follow-up calls
- Understand and help market Preventive Health Care Plans and sign up or renew Plans
- Handle contracts and financial agreements
- Check clients out in exam rooms (greeter-specific)
- Make sure exam room are clean and ready to go (shared responsibility with RVTS and VPCs)
- Check and respond to all digital communications
- Assist fellow CSRs in any way necessary
- Take initiative to educate yourself
This is not an exhaustive list. As stated before, each station will have specific duties, but all CSRs need to know and understand what each station’s responsibilities are.
Schedule:
- 10-hour shift
- 8 hour shift
- Weekend availability