Provides excellent and expeditious client experience; greets clients, responds to questions; processes incoming and outgoing patients, and handles billing and payments. Answers phone calls, which may involve answering moderately complex questions, initial triage of patient needs including emergent cases, and scheduling appointments. Handles incoming and outgoing mail and e-mail. Monitors client waiting area to ensure cleanliness. Documents and maintains client information, service data and other pertinent information within practice management software. Escalates complex matters to senior staff. Minimum of 3 years related experience required.

Title: Client Service Representative

Reports to: CSR Supervisor

Summary:

The Client Care Representative is the client’s first contact when calling or visiting the practice and, as such, represents the professional image of the practice to callers and visitors. The CSR answers telephones, greets clients, prepares patient files, receives, and relays client correspondence, and updates client records.

 

Pay Scale/Wages:

                Salary for this job ranges from $18-$26 depending on experience and qualifications.  The CSR will be scheduled to work 30-40 hours per week including mornings, evenings and weekends.    Team members will have the opportunity to earn overtime pay for hours worked over 40 per week.  Full time employees will be eligible for benefits.


Benefits- Health, Vision, Dental, 401k (Fulltime)

Position Requirements:

 

Physical Effort:

               

                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, walk, sit, talk, and listen; may be required to sit or stand for long periods of time; will use hands to manipulate, handle, or feel; will reach with hands and arms. The employee is often required to lift and carry animals or materials weighing up to 35lbs.

Work Environment:

 

                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. Most of the CSR job functions takes place in the front desk.

 

 

Major Duties:

 

Provide excellent customer service – Greeting and assisting clients in person, phone, email and text message. Helping them check in, out, and answer any questions. Process payments and refunds. Takes and Relates Messages accurately and comprehensibly – The CSR is a point of communication between Clients and Doctors and assistants. It is of great importance to accurately relay these messages professionally and with proper grammar and medical terminology. Understands what task must be prioritized – Prioritizing is a key and essential part of the job. Clients are reaching out through various methods of communication with different concerns reasons. Refrains from excessive conversation that distracts from the task at hand – You are in the eye of the public and must maintain proper professional conversations at all times. Ability to maintain a positive, cooperative relationship with coworkers and clients – The job duties and tasks can be stressful and might build up stress over time. Maintaining positivity will help you and the others around you. Gives respect to coworkers even when busy or hectic. Treating client concerns with a proactive approach over a reactive one by full informing yourself of the situation or what has lead up to the concerns before arriving to a conclusion. Ensures daily checklist is completed, up to date and turns in checklists accordingly. Direct the flow of traffic to ensure appointments are running on time - Communicate with team and clients if running behind. Find solutions to minimize wait times for clients. Check on clients or calls observed to be waiting for extended periods of time. Has a strong working knowledge of Cornerstone - Ability to logically schedule appointments depending on patient needs. Must recognize gaps in the schedule and address them accordingly. Ability to bond with clients and patients – Clients look for a familiar friendly face especially when experiencing distress caused by their ill pet. The bond you create over time with patients and pets facilitates all transactions that have to take place. Implementing and ensuring all new and old policies/procedures are followed consistently. CSR must keep up to date and informed by talking to management, email and or Slack Promoting the hospital’s vision statement. In charge of the hospital’s appearance to the public.  (i.e., outside grounds, waiting room, retail area) Always concerned with practice appearance and promptly tends to any areas of concern.