Customer Service Representative (CSR)

Job description

We are rapidly growing and currently hiring for a full-time permanent position to be primarily a customer service representative, but to be cross trained as a veterinary assistant/technician to join our small family-like team and business. We are a high-quality, customer and patient focused equine veterinary practice. The candidate must be very comfortable around horses and handling them. Veterinary experience is not required, but preferred; we can teach you the medical stuff! We offer paid time off, uniform allowance, health insurance 100% paid, paid holidays, 401K, and continuing education.

Experienced CVTs are encouraged to apply. Pay DOE.

Job Description Customer Service Representative (CSR):

The purpose of this position is to serve as a CSR at Black Diamond Equine, to perform record-keeping duties, to perform clerical duties related to patient care and treatment, and to provide miscellaneous support to the veterinary practice owners and health care team. These service functions include, but are not limited to, reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing and mail service. This position requires a practical knowledge of the clinic organization and services, the basic rules and regulations governing visitors and animal patient treatment, data transcribing, word processing, and a practical knowledge of the standard procedures, veterinary records and terminology used in the hospital.

PRIMARY JOB RESPONSIBILITIES

• Provide friendly, quality client care to the patients and clients of Black Diamond Equine.

• Receive incoming calls, screen those that are handled by other health care team members and take care of routine calls. The routine calls include those seeking information about veterinary services (“telephone shoppers”). Provide knowledgeable basic advice concerning the care and treatment of animals.

• Follow established clinic policies and procedures in referring clients for immediate treatment of their horses when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure distressed horse owners. Determine whether immunizations and/or tests are current. Recommend update of necessary immunizations and/or tests to clients when applicable.

• Schedule appointments, obtaining all necessary data concerning the patient and owner. Prepare all required forms in advance when possible.

• Prepare to receive appointments by retrieving client records if needed. Complete required forms such as new client form, consent forms, estimates, discuss payment policy, etc and obtain all necessary information.

• Check clients in - Greet clients in a professional, friendly, hospitable manner.

• Discharge patients. Review charts of patients being discharged from the clinic for completeness of information, make new appointments or note changes in patient status as necessary. Enter charges and set up future reminders in the system. Present clients with medications, instruction.

• Assure that all financial obligations are met by owners. Collect client fees, make change, process credit card transactions and assist in making count of the cash drawer, run end of day transactions.

• Perform over-the-counter selling of specialty merchandise comprising horse grooming aids and sundry veterinary items. Exercise technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products, answer questions concerning products purchase/ use.

• Fill veterinary prescriptions with appropriate medication; provide routine instructions to owners concerning prescriptions for medications.

• Collect lab specimens from horse owners, match patient records to the sample and submit samples to veterinary technician or nurse.

• Assist in the updating of client files; prepare and mail thank you cards and, reminders. Follow-up with clients when clinic records indicate no recent visits.

• As required, enter data into the computer system, retrieve and modify computerized records. The practice management software includes, but is not limited to, such areas as reminder list of patients for periodic notifications, receipt and/ or invoicing to update medical/financial records; accounting to include the general ledger, accounts payable, accounts receivable, billing and aging of accounts, income distribution, inventory control, client records, horse records, medical records, payroll; word processing to produce letters for general correspondence and special mailings to clients, etc.

• Perform a variety of clerical duties, receiving, sorting, distributing mail, sending out mailings, cleaning, organizing reception area, type memos, correspondence, reports and other documents. Assist in the ordering, receiving, stocking and distribution of supplies.

• Work well with all employees and ensure that your actions support the hospital, the doctors, and the practice philosophy.

• Perform other duties as assigned.

CONTROLS OVER WORK

The CSR works under the direct supervision of the office manager or practice owners, who will indicate general assignments, limitations and priorities. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor. Completed work is reviewed for technical accuracy and compliance with established procedures.

SKILLS AND KNOWLEDGE

• Possession of strong organizational skills.

• Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.

• Knowledge of clinic procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.

• Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.

• Requires strong client service skills. Personal contacts are with horse owners affected by a variety of problems, visitors and other healthcare team members. Considerable tact and diplomacy is required. Must accurately relay the owner's account of the medical complaint(s) of the horse(s) involved to the healthcare team member who will be involved in treating the patient(s).

• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Ability to work independently on assigned tasks as well as to accept direction on given assignments.

• Knowledge of computers and relevant software applications including Google Suite.

PHYSICAL EFFORT

• The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job.

  • Frequently position self and move about the reception area to file, use office machinery such as fax machines and computers, and assist clients with merchandise.

  • Frequently transports inventory to stock shelves. Frequently handling 30 pounds and occasionally handling 50 pounds.

  • Frequently required to communicate with clients, team members and associates. Must be able to exchange accurate information.

WORK ENVIRONMENT

While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises; exposure to kicking, biting patients and animal wastes; possible exposure to contagious diseases. Follow federal and state animal health laws and regulations including OSHA and DEA.

Note: When duties and responsibilities change, job description will be reviewed and subject to changes of business necessity.

ESSENTIAL FUNCTIONS:

• Professionally administer all phone calls - answering client inquiries in a prompt and friendly manner, scheduling appointments, recording messages.

• Requires strong communication and client service skills. Considerable tact and diplomacy is required. Ability to greet clients in a professional, friendly, hospitable manner - check clients in, discharge patients.

• Collect client fees, post and record payments, make change, process credit card transactions and run end of day transactions.

• Input data into computer software system.

• Open and close practice.

• Perform a variety of clerical duties, mailings, cleaning, organizing reception area, type memos, correspondence, reports and other documents.

• Ability to multitask.

• Regular attendance and timeliness are an essential function in order to fulfill the requirements of this position.

• Perform general physical activities that require bending, standing, stooping, moving from room to room, sit, talk, and listen; may be required to walk or stand for long periods of time; will use hands to manipulate, handle, or feel; will reach with hands and arms.

• The employee must be able to occasionally / frequently lift and/or move up to 50 pounds.

The following description is intended to communicate what will be crosstrained as time permits:

Job Description Assistant Technician:

INTRODUCTION:

The Assistant assists the veterinarians with patient care and treatment, monitors hospitalized horses, maintains inventory, prepares prescriptions, performs routine in-house laboratory work, educates clients regarding veterinary care and procedures, and assists with surgical procedures at Black Diamond Equine. The Assistant operates under the supervision of the Technician Team Leader and the practice owners. Clean and straighten horse examination areas, trucks, lab areas, and offices. Restock with supplies as needed. Assist other team members to keep the public areas of the practice clean and well maintained. Clean and maintain all medical equipment as required.

PRIMARY JOB RESPONSIBILITIES

· Instruct clients as to what they should do prior to bringing their horses in for procedures, how to care for their horses after discharge from the clinic, how to administer medications, etc.

· Educate clients regarding preventive medicine and vaccination recommendations. Recommend laboratory procedures, such as pre-anesthetic profiles, geriatric screening. Give clients handouts and educational materials to take home to further their understanding of veterinary issues.

· Demonstrate warmth, courtesy, and professionalism in all interactions with clients. Exercise compassion and care in all interactions with patients.

· Restrain horses in a safe, efficient, and compassionate manner during examinations and procedures. Know how to properly handle difficult or contentious animals.

· Follow established procedures in order to assist veterinarians with examinations and facilitate the flow of clients and patients through the out-patient clinic. Consult with veterinarians on a daily basis to plan each day’s activities. Keep doctors apprised of potential problems, discussions with clients, etc.

· Review medical records and notes made by the admitting CSR in order to discern the nature of the visit and any tests or procedures that may be needed.

· Greet clients and obtain basic information on the horse and relay this information to the veterinarian.

· Discuss with the client the reason for the visit (chief complaint), any symptoms or problems being experienced, and any procedures that may need to be done (i.e. vaccinations, fecal, etc).

· Obtain any laboratory samples that may be needed from the horse or make sure that laboratory work is performed by another team member. Anticipate and prepare any medications or vaccines the doctor will need to treat the patient.

· Notify the veterinarian when patients are ready to be seen. Advise the veterinarian of the information already known such as the nature of the visit, preventive procedures due, tests that are to be run, etc. Assist the veterinarian by restraining the animal, preparing forms, obtaining instruments, etc. 

· Work with staff to ensure all procedures rendered during the visit are documented for proper billing. Work with staff to ensure that all vaccinations, procedures, notes, etc have been documented in the medical record.

· Escort the client to the front desk to the CSR for client receipting. Prepare the exam area for the next visit.

· Prepare specimens for outside laboratories. 

· Monitor laboratory supplies and order additional laboratory supplies as needed.

· Promote the practice’s products, programs, and services. Utilize passive marketing. Make suggestions to clients about products appropriate for their horse’s condition.

· Accurately dispense prescription medications as directed by a veterinarian.

· Follow DEA and OSHA guidelines. Document controlled drug logs anytime a controlled drug is used. Follow appropriate safety and handling of hazardous materials. Follow established clinic safety guidelines regarding radiographs, controlled drugs, animal handling, etc.

· Demonstrate initiative and teamwork in everyday duties, assisting other team members within the practice.

· Organize work areas and exercise time management skills to maximize personal efficiency within the practice. Prioritize tasks and handle multiple tasks in a calm, organized manner.

· Work well with all team members and ensure that your actions support the hospital, the doctors, and the practice philosophy.

· Perform other duties as assigned.

CONTROLS OVER WORK

The practitioners provide continuing or individual assignments indicating generally what is to be done, limitations, quality and quantity expected, deadlines, and priority of assignments. The practitioners provide additional, specific instructions for new, difficult, or unusual assignments in animal health care, including suggested work methods or advice on source materials available. The Assistant uses initiative in carrying out recurring assignments independently without specific instructions but refers deviations, problems, and unfamiliar situations not covered by instructions to the practitioner for decision or help. The practitioners assure that finished work and methods used are technically accurate and in compliance with instructions or established procedures. A review of the work increases with more difficult assignments if the exam room assistant has not previously performed similar assignments. Administrative supervision may be provided.

SKILLS AND KNOWLEDGE (we can teach the medical stuff)

· Knowledge of proper methods of horse restraint.

· Apply knowledge and skills in controlling/handling individual animal temperament.

· Knowledge of the use, care, and storage of veterinary instruments, materials, and equipment.

· Knowledge of sterilization techniques to sterilize various instruments and materials.

· Knowledge of the instruments, materials, and standardized procedures used in the full variety of treatments to make preparations and provide “tableside” assistance.

· Knowledge of principles and processes for providing client and personal services. This includes client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.

· Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

· Ability to work independently on assigned tasks as well as to accept direction on given assignments. Understand and carry out oral and written directions.

PHYSICAL EFFORT

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job.

· Frequently required to bend, stand, stoop, walk, sit, jog, talk, and listen, frequently working in a bent position.

· Frequently use hands to manipulate, handle, or feel; will reach with hands and arms.

· Use strength or agility in capturing and restraining stronger, more active animals.

· Frequently lift and/or move up to 50 pounds.

WORK ENVIRONMENT

While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches, and animal wastes; possible exposure to contagious diseases. Follow federal and state animal health laws and regulations including OSHA and DEA.

ESSENTIAL FUNCTIONS:

· Receive, handle and treat patients with skill, compassion, and care.

· Accurately perform laboratory tests.

· Ability to observe animal appearance and activity for general physical condition, obvious signs of illness, disease, and discontent.

· Regular attendance and timeliness are essential functions in order to fulfill the requirements of this position.

· Strong communication and client service skills. Considerable tact and diplomacy are required. Ability to work with clients and patients in a professional, friendly, hospitable manner.

· Work well with all team members and ensure that your actions support the hospital, the doctors, and the medicine that we practice.

· Perform general physical activities that require bending, standing, stooping, moving from room to room, sit, talk, and listen; will be required to walk or stand for long periods of time; will be required to jog and trot horses for short periods of time; will use hands to manipulate, handle, or feel; will reach with hands and arms.'

Job Types: Full-time, Part-time