CSR - Front Desk Admin

POSITION: Client Service Representative (CSR)

Reports to: Lead CSR or Practice Manager

OVERVIEW
The purpose of this position is to serve as a CSR, to perform record keeping duties, clerical duties related to patient care and treatment, and to provide miscellaneous support to the veterinary practice manager and health care team. These service functions include, but are not limited to, front desk (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing and mail service.

CORE VALUES
At Animal Health Partners, we are guided by our Core Values of Passion, Dedication, Humility, Compassion, and Innovation. These values shape how we work with one another, with our clients, and with the animals entrusted to our care. As an Animal Health Partners Team member, you will be expected to embody these principles daily as you grow your skills, contribute to a collaborative team, and support exceptional patient outcomes.
• We believe in being Passionate – We are driven by a deep passion for what we do. Our enthusiasm and dedication fuel our creativity and innovation, inspiring us to go above and beyond in every endeavor. We believe that passion is the key to achieving excellence and making a meaningful impact.
• We believe in being Dedicated – The unwavering commitment to a goal or purpose, characterized by consistent effort, perseverance, and a strong sense of responsibility. It involves staying focused and motivated, even in the face of challenges, and continuously striving to achieve excellence. A dedicated individual is driven by passion and determination, often going above and beyond to ensure success.
• We believe in being Humble – We believe in the power of humility. By recognizing our own limitations and valuing the contributions of others, we foster a culture of continuous learning and mutual respect. We strive to remain grounded, open to feedback, and committed to personal and professional growth.
• We believe in being Compassionate – We are committed to fostering a compassionate environment where empathy and kindness guide our actions. We prioritize understanding and supporting the needs of others, creating a culture of caring and inclusiveness. By showing compassion, we build stronger connections and make a positive impact for pets, their parents and beyond.
• We believe in being Innovative – We embrace innovation as a cornerstone of our success. By fostering a culture of curiosity and creativity, we continuously seek out new ideas and approaches. We are committed to pushing boundaries, challenging the status quo, and delivering innovative solutions that drive progress and create affordable pet care.

RESPONSIBILITIES
• Provide friendly, quality client care to the patients and clients of the Practice
• 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 sub-professional advice concerning the care and treatment of animals.
• Follow established hospital policies and procedures in referring clients for immediate treatment of their pets when requests are accompanied by complaints of acute symptoms. Determine the nature of injury/illness and attempt to reassure distressed pet 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, preparing needed forms in advance of clients’ arrival.

@ Complete required forms such as new client form, patient visit form, client report, consent forms, estimates, payment agreements, 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 and instructions.

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

@ Perform over-the-counter selling of specialty merchandise comprised of pet 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.

@ Collect lab specimens from pet owners, match patient record to the sample and submit samples to veterinary technicians.

@ Assist in the updating of client files; prepare and mail thank you cards and “welcome aboard” cards, 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, pet records, medical records, payroll; word processing to produce letters for general correspondence and special mailings to clients, etc.

@ Perform a variety of clerical duties, including receiving, sorting, distributing mail, sending out mailings, cleaning, organizing front desk area, typing 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.

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REQUIREMENTS

EDUCATION AND LICENSURE REQUIREMENTS
@ High school diploma
@ Experience with word processing software, G Suite preferred

PERSONAL REQUIREMENTS

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 front desk area to file, use office machinery such as fax machines and computer, and assist clients with merchandise.

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

Often transports patients to weigh on scales.

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.

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.

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SKILLS AND KNOWLEDGE

Possession of strong organizational skills.

Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.
Knowledge of hospital 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 alphanumeric or subject matter headings.
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 MS Office (Word).

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ESSENTIAL FUNCTIONS

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

Requires strong communication and client service skills. Considerable tact and diplomacy are required. Ability to greet clients in a professional, friendly, hospitable manner — check clients in and discharge patients. Personal contacts are with pet owners affected by a variety of problems, visitors, and other healthcare team members. Must accurately relay owner’s account of the medical complaint(s) of the pet(s) involved to the healthcare team member who will be involved in treating the patient(s).

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

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 front desk 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.

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CONTROLS OVER WORK

The CSR works under the direct supervision of the CSR team leader/office manager and/or veterinary practice manager, 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.

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