Costumer 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.

We have a strong client base and a highly skilled, long-term team of associates. If you have at least 3-5 years of veterinary CSR experience and are looking to grow within your position, please review the job description below and apply

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 skillsExcellent phone skillsComputer skillsMust be friendly, outgoing and people-orientedExcellent communication skillsAbility to work in a team-oriented environmentWell-groomed, organized and detail orientedAbility to take directionAbility to handle money accurately and honestlyPossession of sound decision-making skills and the ability to multitask while working in a stressful environmentPerform all other duties as assignedEducation and Experience:High School DiplomaExperience working with the public3-5 years experience in a veterinary hospital or other doctors office

Physical Requirements:

Dependable attendance is requiredAny allergies to animals must be controllable through medicationMust be able to lift 40 poundsMust be willing to work long or irregular hours under conditions of pressureAbility to walk, bend, stand and reach constantly during a minimum 8-hour shiftPossession of visual acuity sufficient to maintain accurate records, recognize people and understand written directionsAbility to speak and hear sufficiently to understand and give information in person and over the telephoneFine 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 etiquetteEncourage the client to make an appointment if the pet has any problem that is concerning to either the client or youRefuse to diagnose pet health care problems over the telephoneSchedule appointments and other patient visits, including re-check appointments, surgeries and drop-offsCall clients to confirm appointments and reschedule any missed appointmentsServe as an ambassador, creating and maintaining goodwill for the hospitalEnsure that clients and pets feel welcome and comfortable in waiting and/or exam roomsSend client cards and letters such as thank you notes, welcome cards and sympathy cardsQuickly understand client needs and initiate the process of meeting those needsHandle client complaints with concern and diplomacyIf there is a delay in schedules, keep clients informed of the expected waiting timeExplain prescription directions to clientsInform new clients about servicesPrepare, distribute, and explain client education materialsUnderstand, participate, promote, and support planned VCA marketing events and programsKnow 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 schedulesHousebreakingVaccinesHeartworm preventionFlea and tick prevention/controlMaintain charts and computer records:Keep charts and computer records updated with current client and patient informationPrepare charts for new clients and patientsPrepare charts for patients prior to appointment including all necessary forms, authorizations and instructions as necessaryHandwriting must be neat and legibleOpen an order or start an invoice as each client enters the hospital.

Recommend any needed servicesCalculate clients invoice and collect paymentFile digital charts appropriatelyDo routine computer reports and backupsHousekeeping/Maintenance/Cleanliness:

Verify that the front desk, reception area, waiting areas and exam rooms are always neat and cleanPeriodically 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 necessaryKeep the client refreshment area in the hospital stocked, operational, neat and clean at all timesKeep your appearance neat and cleanWear your name-tag and a clean, pressed uniform at all timesKeep 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 onthe clients order/invoiceGenerate, present and explain fee estimates for treatment/surgery to clientsCollect deposits and payments for services at the time they are renderedEnsure that clients pay their bill before they leave the hospitalFollow appropriate protocol, i.e.

credit applications or promissory notes (with approval byveterinarian) in cases where clients cannot pay their balance at the time of dismissalBalance the cash drawer with the computer summary report accuratelyPrepare deposit slips and/or cash balancing worksheet for the daily bank deposit as directed by theHospital ManagerAlways keep cash/checks etc.

secureLead Duties:

Oversee front office teamHandle all scheduling mishaps that may ariseGive team members constructive feedbackEvaluate performance of front office team members and conduct verbal and written performance evaluationsGive direction and create goalsCreate front office staff schedulesAssist with interviewsConduct orientation and training of front office policies and proceduresMaintain adequate front office supplies.

Ensure supply purchases are cost efficient and within the budget.
Open and sort office mailAttend Leadership Meetings with hospital Leadership Team.

Assist with staff meetings as neededEnsure all employee records remain confidentialPractice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job dutiesVCA 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.

Compensation is negotiable based on education, experience, and other relevant credentials.
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 moreThe 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