Customer Service Representative - Bloomington, United States - Kruger Animal Hospital

Description

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INTRODUCTION_

As a CSR, duties will include but may not be limited to keeping accurate medical records, clerical work, and client education, promotion of hospital products and services and team support of The Medical Director, The Practice Manager, The Lead CSR and all other team members.

This position requires practical knowledge of hospital procedures, policies and services; client and patient treatment protocols; data transcribing and word processing; and the standard procedures, records and terminology used in the veterinary hospital.

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PRIMARY JOBS AND RESPONSIBILITIES:_


Client Service

• Greet clients and pets by name immediately upon arrival. Pay attention to detail. Always make sure that clients waiting are comfortable and check on them often.
• Ensure the reception area, lobby and bathroom are clean and odor free.
• Rotate and maintain current reading material and client educational materials.
• Maintain and disinfect the coffee bar.
• Provide compassionate care to patients and clients.
• Conduct oneself in a confident and professional manner even when stressed and/or focused on
• Individual tasks.
• Follow daily, weekly and monthly checklists and finish in a timely manner.
• Check that addresses, phone numbers, EMAIL address, and pet records are current and correct.
• Schedule appointments and surgeries time appropriately and provide clients with preappointment recommendations i.e. fasting or medications.
• Type accurate and complete medical records in accordance hospital policy.
• Answer and route phone calls in a timely and professional manner. Use "HOLD" with caution, and only after ASKING the client if their pet is experiencing a medical emergency.
• Field questions and inquires about services, triage, and products.
• Provide knowledgeable advice concerning the care and treatment of animals.
• Know common drugs, side effects, reactions and protocols and be able to explain them to clients.
• Record all conversations with clients in the medical record.
• Maintain a clean and orderly facility, do not hesitate to clean or organize as part of a normal job duty.
• Maintain positive, cooperative relationships with other employees.
• Follow established hospital policies and procedures when handling client concerns and complaints.
• Conduct daily "Call Backs" if needed to clients for a status report on their pet.
• Explain necessary discharge and home care instructions (when a discharge technician is not available)
• Complete CSR phase training
• Admit patients following hospital policy and doctors written orders.
• Discharge patients based on the veterinarian's orders, ensuring that patients are well groomed and in a medically appropriate state. (Be sure pets go home with all belongings and medications).
• Performs other duties as assigned by Lead CSR or Practice Manager including assisting in other areas as needed. Follows PetWell established policies and protocols.

Administration:

• Maintain and provide statistical reports as requested by the Hospital Manager or Lead CSR.
• Create and save hospital forms.
• Prepare and distribute puppy and kitten packets.
• Mail sympathy and thank you cards.
• Process euthanasia and cremation paper work, be sure to log and call owners for pet remains.
• Perform and track all opening and closing cash/check and credit procedures. Notifying direct supervisor immediately of any discrepancies.
• Collect, assemble and file client records.
• Type or scan all lab reports, RDVM files/history, or medical data into the patient's case record.
• Prepare daily reconciliation reports and submit to company Controller.
• Balance the cash drawer.
• Take in inventory and participate in inventory management

QUALIFICATIONS:

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To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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EDUCATION and/or EXPERIENCE:_

High school diploma or general education degree (GED); or one to three months of related experience and/or training; or equivalent combination of education and experience.

• NVA is a growing community of general practice clinics, emergency hospitals, equine practices, specialty hospitals, and pet resorts across five countries. Our doctors and animal care teams share best practices, medical knowledge, innovation, and insights.

This collaborative approach allows each individual practice and pet resort to do what they do best:

service their local community with compassionate, best-in-class care and medicine, to enhance the lives of the animals they love while backed by the support, stability, and leadership of NVA.

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• NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible e