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April 5, 2022Week 3 Discussion MAT543
April 5, 2022Pet Well Animal Hospital
Customer service representative job preview
By: Michaela gipson
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“Helping people help pets…Helping pets help people”
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At Pet Well Animal Hospital, we are a dedicated team of veterinary professionals aiming to partner with our clients to give their pets long and healthy lives
Our Core Values:
I- Integrity
C- Compassion
A- Accountable
R-Respect
E- Excellence and Empathy
The purpose of this position is to provide outstanding client service. The Client Care Specialist (CCS)answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff.
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The CCS enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions.
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Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous.
Remains calm and collected in the face of emergency situations.
Ultimately, it is the CCS who creates a good first and last impression on our clients. The importance of this role cannot be over-emphasized.
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Reporting structure
Directly reports to the CCS Team Leader and/or Practice Manager. Periodically receives direction from the Practice Manager and veterinarians.
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Primary Responsibilities
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Telephone communication
Client relations
Hospitality
Appointment Scheduling
Computer Use and Maintenace
Marketing and Client Education
Procedures and Protocols
Recordkeeping and Filing
Patient Admittance
Patient Discharge
Cash Handling
Facility maintenance
Personal Conduct
Additional Duties
Requirements
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Education equivalent to the completion of the 12th grade.
Knowledge of general office practices and procedures, Client Care Specialist (receptionist) duties, and telephone techniques.
Demonstrated ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, and handle cash and other forms of payment.
Experience assembling patient records, obtaining relevant information from clients, and accurately entering a variety of information in patient records.
Ability to complete assigned tasks in the time allotted without direct supervision.
Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.
Excellent interpersonal communication skills.
A commitment to outstanding client service.
Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance.
Critical Incident example:
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A client enters the clinic and ungently tells the CCS that they have an emergency and they would like their pet to be seen right away.
The CCS immediately acknowledges the client and asks for a brief description on what the symptoms are and calls for a technician to triage the pet. They will also communicate to the previous client that they will be right back to help them.
The emergency client expresses that they have limited funds and will not be able to cover the cost of the emergency treatment. The CCS empathically acknowledges the client's monetary concerns.
The CCS will thoroughly explain payment plan options with the client and help them select the best plan for their family. Once a plan it selected, the CCS will help the client apply for the payment program and answer any questions they have.
Once the pet has been taken back, the CCS should begin to obtain the client's information and collect the deposit amount. While the emergency client begins to fill out the informational documents, the CCS should return to the previous client and address their needs.
Once the client is approved, the CCS will process the payment and have the client complete all emergency authorization documents and provides an additional copy to the client. The CCS should communicate the completion of payment and documents to the attending doctor.
Thanks for watching!
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If you would like to apply to be a part of our team, please visit our website to fill out an application.
Resumes can be emailed to [email protected]
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