Lead Customer Service Representative (Lead Receptionist)
- Maintain and uphold the Core Values and Mission Statement of MVP.
- Greet clients and pets by name with a smile and a positive, solution-oriented attitude.
- Answer phones promptly and professionally using a multi-line phone system; answering client inquiries about basic animal care and routine procedures, questions about veterinary services and products, and provide knowledgeable advice about wellness, prevention, and diseases.
- Screen and route calls to appropriate staff; take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information.
- Schedule appointments and surgeries according hospital scheduling guidelines and make surgery and appointment confirmation calls.
- Note in medical records the details discussed during client conservations including the date, time, key points of the discussion and any required information.
- Train new employees using level training method.
- Foster collaborative relationships with other team members and departments.
- Enter accurate charges; explain invoices to show value for care provided, stating all services and products provided before the total; echo doctors' recommendations when checking out clients.
- Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks.
- Verify the eligibility of clients with charge accounts.
- Balance the cash drawer at end of each day.
- Check medical and computer records for accurate client addresses, phone numbers, e-mail addresses and scan appropriate new documents to patient's medical records.
- Fill prescriptions refill forms and provide routine administrations instructions to clients.
- Advise clients on flea/tick preventative, heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products, and other retail items.
- Lead, manage and hold CSRs accountable. Maintain responsibility for the overall direction, coordination, and evaluation of the team.
- Develop minimum acceptable standards for CSRs and make sure all CSRs are competent in these standards
- Develop the strengths of individual CSRs and coach them on improving any deficiencies.
- Deliver reviews & performance critiques positively to empower growth. Create and implement training guides for CSRs.
- Oversee the training of CSRs. The training may be delegated to another team member if still overseen by the Lead role.
- Review CSR & phase training documents annually and make any necessary adjustments
- Create a work schedule that is consistent with Shiloh Animal Hospital's core values and adequately supports the team.
- Communicate with team members and/or management to address complaints as they arise and help manage individual or team stress.
- Plan, schedule and lead team meetings; keep communication updated between meetings.
- Stay current on new products and services offered.
- Work alongside management to interview and select new team members.
- Ensure PIMS is properly utilized, and medical records are accurate and complete.
- Ensure that equipment & office supplies for administrative tasks are in working order.
- High school diploma or equivalent.
- Prior experience in customer service/reception in veterinary field required.
- Demonstrated commitment to MVP core values.
- Computer knowledge required- keyboarding and use of communication tools (e-mail/internet).
- Working knowledge of veterinary terminology- must be able to pronounce, spell, and know the meaning.
- Must have excellent spelling and grammar.
- Ability to handle varied and sometimes difficult conditions: will be exposed to highly emotional situations, unpleasant odors, noises and animal excrement.
- Ability to display tact and respect with clients and team members, even when busy or hectic.
- Ability to conduct oneself in a confident, calm, and professional manner with clients and staff when situations are stressful and/or focused on individual tasks.
- Must feel and express a genuine liking for animals and their owners and for working in an animal care field.
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