Lead Veterinary Customer Service Representative - Montclair, United States - Arrow Dog and Cat Hospital

Description

Receptionist Team Leader Job Description

Position Title:

Lead Veterinary Receptionist Classification:

Nonexempt Reporting Structure:
Directly supervised by the

Practice Manager Position Type:
Full or Part-Time Expected Hours of Work: 8-hour Shifts Monday - Friday, Weekend shifts required, Overtime may be required


Education and Experience:

• High school diploma or equivalent
• Previous experience working in a veterinary practice
• Management experience

Essential Functions:

Clerical:

• Train, supervise, and assist receptionists in administrative duties
• Ensure adherence to quality standards and deadlines
• Oversee veterinary records assembly and maintenance
• Audit charts for completeness, refer questions to the Practice Manager
• Manage inventory and purchase of office supplies
• Place service calls for equipment maintenance

Technical:

• Schedule appointments and prepare required forms
• Collect client fees and process transactions
• Process Care Credit and other payment options
• Update client files and perform followups
• Perform various clerical duties and maintain reception area cleanliness
• Open and close the practice
• Ability to perform phone triage for the purposes of scheduling patients
• Positive, friendly demeanor with clients and team

Customer and Personal Service:

• Provide a spirit of service, friendly and quality client care
• Professionally administer phone calls and handle inquiries
• Greet clients and check them in
• Refrain from diagnosing, but ability to show empathy and direct calls to an RVT or schedule appropriately for the condition (ie. triage)

Veterinary Policies/Procedures:

• Ensure compliance with animal health laws and regulations
• Refer clients for immediate pet treatment when necessary
• Discharge patients and provide instructions to owners
• Sell merchandise and explain product usage
• Collect lab specimens and submit samples

Computer:

• Enter and retrieve data in the computer system
• Utilize practice management software for various tasks

Competency:

Basic Skills:

• Knowledge of hospital procedures and organizational skills
• Ability to make fair personnel recommendations
• Understanding of veterinary terminology
• Critical thinking and problemsolving abilities
• Ability to work independently and multitask

Communication Skills:

• Strong verbal and written communication skills
• Effective leadership and motivation abilities
• Active listening and interpersonal skills
• Proficiency in English language and grammar

Social Skills:

• Collaboration with colleagues and support for practice philosophy
• Monitoring and assessing performance for improvement
• Ability to adjust actions based on others' reactions
• Teaching and helping others as needed
• Ability to listen to client complaints patiently and respond or direct to manager

Technical Skills:

• Proficiency in computer usage and relevant software
• Ability to perform routine equipment maintenance

Physical Demands:

• Standing, walking, sitting, using hands, talking, and hearing are required
• Lifting up to 100 pounds with assistance may be needed
• Specific vision abilities are necessary

Work Environment:

• Exposure to hazards associated with animals, odors, noises, and diseases
• Compliance with federal and state health laws and regulations

Arrow Dog and Cat Hospital is an equal opportunity employer committed to a discrimination-free workplace.


Pay:
$ $23.64 per hour


Expected hours:
per week


Benefits:

• 401(k) matching
• Flexible schedule
• Health insurance
• Life insurance
• Uniform allowance

Schedule:

• 8 hour shift
• Monday to Friday

Work setting:

• Hospital
• Inperson

Experience:

• Veterinary experience: 2 years (required)
• Customer service: 2 years (required)

Shift availability:

• Day Shift (preferred)

Ability to Commute:

• Montclair, CA required)

Ability to Relocate:

• Montclair, CA 91763: Relocate before starting work (required)

Work Location:
In person