Job Description:

The position of Client Care Representative is responsible for administering and providing superior client service which aligns with BVNS core values and company mission.

Essential Job Functions/Tasks:

• Client Interaction
• Manage multiple phone lines effectively, prioritize phone calls
• Cordially greet arriving clients and patients; address each by name
• Provide counseling, support and compassion for clients, answer their questions unless it is clear that the attending doctor should do so, and ensure that all admittance and follow up paperwork is properly and accurately completed.
• Maintain strict confidentiality regarding clients and patients for whom the practice provides veterinary services.
• Understand and comply with policies and procedures in regards to Client Interaction including the following:
  • Client Satisfaction and Interaction
  • Front Office Tasks
  • Medical-Record Keeping
• Manage financial tasks
  • Cash drawer reconciliation
  • Perform end of day financial reports
  • Understand and comply with policies and procedures in regards to Financial transactions
• Follow scheduling guidelines to maximize efficiency when booking clients. Properly utilize emergency or open slots in the schedule
• Reorganize daily appointment schedules as needed to account for emergency situations and time overruns
• Understand and comply with policies and procedures in regards to Scheduling including the follow:
  • Scheduling Tasks
  • Patient Care
  • Understand and comply with policies and procedures in regards to patient care including the following:
    • Emergency Care
    • Patient-Admittance Tasks
    • Patient-Discharge Tasks
  • Participate in all staff and training meetings on an as-needed basis, provide support to other BAVI/BVNS staff within your practice
  • Understand and Comply and with Safety and OSHA standards
  • Understand and comply with policies and procedures in regards to the housekeeping tasks and oraganization tasks requirements
• Qualifications, Education and Experience
  • High School Diploma or Equivalent
  • Minimum of 2 years of veterinary experience
  • Have the physical strength and ability to stand for an entire shift when needed, and be able to lift pets and objects weighing up to 50 pounds without assistance.
  • Must be willing and available to stay late or through breaks, when needed, to assist with emergency or critical-care patients.
  • Must have a broad knowledge of animal science, medicine, and husbandry.
  • Must be knowledgeable of the nervous system and understand how diseases and disorders affect patients in order to be a knowledgeable resource for clients.
  • Must built positive, professional relationships with clients and staff members.
  • Accountable and capable to own all job functions and tasks
  • Responsible completing all task on time, unless there is prior escalation to management
  • Must be flexible and react quickly in a fast-paced and dynamic atmosphere
  • Must understand and follow all internal processes that apply to you. Position Skill Set includes:
    • Handle stress and pressure with poise and tact
    • Excellent phone, written, and in-person communication skills
    • Competence with the English language
    • Strong organizational skills
    • Promote a positive attitude among staff
    • Have good listening, interpersonal and decision making skills
    • Have the ability to work diligently, using time effectively in regards to business demands
    • Show respect for clients, team members, and animals (alive or deceased) at all times.