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Customer Service Lead - Carmel, United States - VCA Animal Hospitals
Description
VCA Companion Animal Medical Center is seeking a Lead Client Service Representative to join our leadership team VCA Companion Animal Medical Center is a well-established veterinary clinic located in the heart of Downtown Carmel.
Job Summary:
Coordinate and oversee activities of the front office and front office team members to ensure compassionate and professional care to patients and clients while ensuring an effective and efficient front office work flow.
Knowledge, Skills, and Abilities:
Excellent client service skills
Excellent phone skills
Computer skills
Must be friendly, outgoing and "people-oriented"
Excellent communication skills
Ability to work in a team-oriented environment
Well-groomed, organized and detail oriented
Ability to take direction
Ability to handle money accurately and honestly
Possession of sound decision-making skills and the ability to multitask while working in a stressful environment
Perform all other duties as assigned
Education and Experience:
High School Diploma
Experience working with the public
3-5 years' experience in a veterinary hospital or other doctor's office
Physical Requirements:
Dependable attendance is required
Any allergies to animals must be controllable through medication
Must be able to lift 40 pounds
Must be willing to work long or irregular hours under conditions of pressure
Ability to walk, bend, stand and reach constantly during a minimum 8-hour shift
Possession of visual acuity sufficient to maintain accurate records, recognize people and understand written directions
Ability to speak and hear sufficiently to understand and give information in person and over the telephone
Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc.
The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed.
Job functions and job responsibility include:
Client Service:
Answer phone promptly, utilizing excellent telephone etiquette
Encourage the client to make an appointment if the pet has any problem that is concerning to either the client or you
Refuse to diagnose pet health care problems over the telephone
Schedule appointments and other patient visits, including re-check appointments, surgeries and drop-offs
Call clients to confirm appointments and reschedule any missed appointments
Serve as an "ambassador," creating and maintaining goodwill for the hospital
Ensure that clients and pets feel welcome and comfortable in waiting and/or exam rooms
Send client cards and letters such as thank you notes, welcome cards and sympathy cards
Quickly understand client needs and initiate the process of meeting those needs
Handle client complaints with concern and diplomacy
If there is a delay in schedules, keep clients informed of the expected waiting time
Explain prescription directions to clients
Inform new clients about services
Prepare, distribute, and explain client education materials
Understand, participate, promote, and support planned VCA marketing events and programs
Know enough about general animal husbandry and pet care to be able to educate clients and to answer non-medical questions that the client may have or to inform them of things their pet may need such as:
Dietary requirements and feeding schedules
Housebreaking
Vaccines
Heartworm prevention
Flea and tick prevention/control
Maintain charts and computer records:
Keep charts and computer records updated with current client and patient information
Prepare charts for new clients and patients
Prepare charts for patients prior to appointment including all necessary forms, authorizations and instructions as necessary
Handwriting must be neat and legible
Open an order or start an invoice as each client enters the hospital. Recommend any needed services
Calculate client's invoice and collect payment
File digital charts appropriately
Do routine computer reports and backups
Housekeeping/Maintenance/Cleanliness:
Verify that the front desk, reception area, waiting areas and exam rooms are always neat and clean
Periodically check the outside of the hospital for feces, urine, etc. and keep clean and neat. Also examine glass doors and windows for smudges and clean when necessary
Keep the client refreshment area in the hospital stocked, operational, neat and clean at all times
Keep your appearance neat and clean
Wear your name-tag and a clean, pressed uniform at all times
Keep the waiting area, reading and educational materials current and orderly
Financial Responsibilities:
Verify that all provided services and/or products have been accurately entered in the computer on
the client's order/invoice
Generate, present and explain fee estimates for treatment/surgery to clients
Collect deposits and payments for services at the time they are rendered
Ensure that clients pay their bill before they leave the hospital
Follow appropriate protocol, i.e. credit applications or promissory notes (with approval by
veterinarian) in cases where clients cannot pay their balance at the time of dismissal
Balance the cash drawer with the computer summary report accurately
Prepare deposit slips and/or cash balancing worksheet for the daily bank deposit as directed by the
Hospital Manager
Always keep cash/checks etc. secure
Lead Duties:
Oversee front office team
Handle all scheduling mishaps that may arise
Give team members constructive feedback
Evaluate performance of front office team members and conduct verbal and written performance evaluations
Give direction and create goals
Create front office staff schedules
Assist with interviews
Conduct orientation and training of front office policies and procedures
Maintain adequate front office supplies. Ensure supply purchases are cost efficient and within the budget.
Open and sort office mail
Attend Leadership Meetings with hospital Leadership Team. Assist with staff meetings as needed
Ensure all employee records remain confidential
Practice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job duties
VCA Animal Hospitals offers a competitive compensation and benefits package including Medical/Dental/Vision insurance, 401(k) retirement plan, pet care discounts, paid vacation, holidays and sick days, and health and well-being programs that provide resources and training.
If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.
Benefits:
We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more
The information in this position description indicates the general nature and level of work to be performed.
It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job.
Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at
