Client Service Representative (Overnight)

Position Overview: The purpose of this position is to serve as a receptionist at Pacific and Santa Cruz Veterinary Specialists, to perform record-keeping duties, to perform clerical duties related to animal patient care and treatment, and to provide miscellaneous support to the veterinary practice manager and staff.   This position requires a practical knowledge of hospital organization and services, the basic rules and regulations governing visitors and animal patient treatment, data entry, word processing, mail service, and a practical knowledge of the standard procedures, veterinary records, and terminology used in the hospital.

Primary Job Responsibilities

• Open the practice and set up for the morning as directed.
• Close the practice for the evening as directed.
• Clean and straighten the public areas of the practice including the front desk, reception area, waiting area, office, public bathroom and exam rooms.
• Welcome clients and patients to the practice and provide for their comfort while they are in the practice.  This includes greeting clients, offering coffee, showing them to waiting area, etc.
• Answer incoming telephone calls utilizing proper telephone etiquette.  Screen those calls that are handled by other staff members and take care of routine calls.  Routine calls include those seeking information about veterinary services.  
• Provide knowledgeable sub-professional advice concerning the care and treatment of animals including questions regarding hospital services, fees, animal care and treatment in accordance with hospital policies.  
• Appropriately direct other questions and communication to a veterinarian, practice manager, or other staff members.
• Access company email throughout the day and correspond as needed.
• Prepare to receive appointments by reviewing client and patient records and preparing needed forms in advance of clients’ arrival.  
• Complete required forms such as new client form, trial pet insurance, pre exam checklist, tracking sheets, consent forms, payment agreements, etc. and obtain all necessary information.
• Scanning and attaching medical documents into the electronic medical record.
• Handle emergency situations by following established clinic policies and procedures in referring clients for immediate treatment of their animals when requests are accompanied by complaints of acute symptoms.  
• Determine nature of injury/illness and attempt to reassure distressed pet owners.  
• Follow hospital policies regarding patient admittance.  
• Determine whether immunizations/tests are current.  
• Recommend update of necessary immunizations/tests to clients.
• Notify doctors and technicians of patient arrival.  
• Ensure patient’s discharge instructions are electronically signed.  
• Ensure that future reminders are set up in the computer system for the patient.
• Present clients with medications, instructions, new client kits and any other items to take home.
• Review the services that were rendered to the pet (verbally itemize the client receipt) and inform client of the total amount due.  Assure that owners meet all financial obligations or that acceptable arrangements have been made.
• Accept payments from the client.  
• Accurately process cash, checks, charge card payments and Care Credit and Scratch pay account payments.
• Schedule appointments for the clinic after obtaining all necessary data concerning the animal and owner.  
• Prepare all required forms such as animal clinical records, health certificates, immunization certificates, lab reports and euthanasia certificates in advance, if possible.
• Perform over the counter selling of pet foods and supplies.  
• Exercise a technical knowledge of products sold. Must be able to lift up to 28 lbs.
• Enter data into the computer system as required.
• Retrieve and modify stored records.  
• Assist in the updating of client/patient files as needed including name, address, telephone numbers, email addresses and vaccination and heartworm history. 
• Retrieve and scan medical records accurately and promptly.
• Perform an end of day procedure each evening.  
• This would include reconciling invoices and balancing the cash drawer, running end-of day computer reports, preparing the bank deposit and presenting the reports and deposit information to the practice manger or owner.
• Performs other duties as assigned.

Controls Over Work
The Client Services Representative works under the direct supervision of the Client Services Supervisor who will indicate general assignments, limitations and priorities. Recurring assignments are performed independently. Completed work is reviewed for technical accuracy and compliance with established procedures.

Other Significant Facts

Skills and Knowledge:    

• Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
• Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests.
• Knowledge of scanning , faxing, emailing and importing data into practice management system.
• Personal contacts are with animal owners affected by a variety of problems, visitors and other staff members.
• Considerable tact and diplomacy is required.
• Must accurately relay owner’s account on the medical complaint(s) of the animal(s) involved to the staff members who will be involved in treating the patient(s).