- Job Description -
Client Service Representative
The purpose of this position is to serve as receptionist at the Santa Monica Pet Medical Center, to perform record keeping duties, to perform clerical duties related to patient care and treatment, and to provide miscellaneous support to the veterinary practice manager and health care team. This position requires a practical knowledge of hospital 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.
• Provide friendly, quality customer care to the patients and clients of Santa Monica Pet Medical Center.
• Receive incoming calls, screen those that are handled by other health care team members and take care of routine calls. 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 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 after obtaining all necessary data concerning the patient and owner. Prepare all required forms such as patient clinical records, health certificates, immunization certificates, lab reports and euthanasia certificates in advance, if possible.
• Review charts of patients being discharged from the clinic for completeness of information and make new appointments or note changes in patient status as necessary. Based on a review of patient information, refer charts for veterinarian’s determination as to whether patient is retained in various veterinary medical programs. Assure that all financial obligations are met by owners or that acceptable arrangements have been made.
• Collect client fees, make change, process credit card transactions and assist in making count of cash drawer.
• Exercise a technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products, answer questions concerning products, record sales transactions, make change and wrap or bag merchandise.
• Fill veterinary prescriptions with appropriate medication; provide routine instructions to owners concerning Rx for medications.
• Collect lab specimens from pet owners, match patient record 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 “welcome aboard” cards. Follow-up with clients when clinic records indicate no recent visits; determine whether other veterinary facilities have been used or whether the client still owns the pet(s).
• 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; word processing to produce letters for general correspondence and special mailings to clients, etc.
CONTROLS OVER WORK
Works under the direct supervision of the lead receptionist/office manager 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.
OTHER SIGNIFICANT FACTS
Skills and Knowledge:
• 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 alpha, numeric or subject matter headings.
• Personal contacts are with pet owners affected by a variety of problems, visitors and other healthcare team members. Considerable tact and diplomacy is required. 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).
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. While performing the duties of this job, the employee is frequently required to bend, stand, stoop, walk, sit, talk, and listen; will use hands to manipulate, handle, or feel; will reach with hands and arms. The employee must be able to occasionally lift and/or move up to 20 pounds.
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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