Client Service Representative at Good Friends Animal Hospital

Practice:

AtGood Friends Animal Hospital, we consider it a true honor to play a role in this important endeavor. We are a full-service veterinary hospital offering comprehensive medical, dental, surgical, and urgent care services to the people and pets of the Urbana, IL, and Champaign, IL communities.

More importantly, we administer that care in a way that is gentle and reassuring. Ourveterinariansand support staff are skilled at calming even the most anxious of pets. As a Cat Friendly Practice, we are especially adept at working with feline patients. We’ll do whatever it takes to earn your pet’s trust because we know that’s the key to providing the best possible care.

Reporting into the Practice Manager, the Client Service Representative (CSR), provides an exceptional experience to our clients during every interaction. In addition to continually engaging the client, the CSR performs practice administrative tasks such as record maintenance and appointment tracking. The CSR manages practice reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing and mail services. The CSR applies practical knowledge of practice processes and services, the basic rules and regulations governing visitors and animal patient treatment, and veterinary record requirements and terminology to ensure every patient is well-cared for and every client has an exceptional experience.

Hours of operation:
Mon & Fri: 8:00 AM – 6:00 PM
Tue – Thu: 8:00 AM – 8:00 PM
Sat: 8:00 AM – 12:00 PM
Sun: Closed 

Anticipated work schedule:
4 day work week x 9-10 hour shifts 

Pay: $15

• Patience & Compassion: Remaining professional while still making Doctors, teammates, clients, and patients feel as comfortable as possible regardless of the situation or challenges presented. Responding quickly and calmly to crisis while maintaining a high standard of patient care.
• Collaboration & Teamwork: Carefully coordinating actions with Doctors and practice team members. Providing feedback appropriately and in a timely manner.  Quickly incorporating feedback to ensure positive results.  Sharing ideas and being open to other’s ideas.
• Communicating: Conveying instructions to clients and teammates to ensure successful patient care.
• Active Listening: Following the instructions of Doctors and sometimes patient owners. Picking up the needs of Doctors and teammates based on prior experiences and feedback.
• Organization Skills: Clear tracking of lab specimens, medications, patient instructions, workflow, and other job-related items while managing multiple patients and clients.
• Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.

Essential Responsibilities:

• Answering phones, greeting clients, and providing information about services, fees, and appointment scheduling. 
• Managing appointment flow (including check-ins, check-outs, rescheduling, and handling late arrivals/no-shows), and coordinating with veterinary staff. 
• Processing payments, generating invoices, and explaining billing procedures. 
• Maintaining accurate client and patient records, including updating information, managing medical records, and handling paperwork. 
• Providing basic information about pet care, medications, and treatment plans. Identifying and prioritizing urgent cases and ensuring clients and pets are directed to the appropriate care.  
• Ensuring the reception area is clean, organized, and welcoming for clients. 
• A friendly, compassionate, and professional demeanor is essential for interacting with clients and their pets.
• Effective verbal and written communication skills are necessary for answering phones, providing information, and interacting with staff. 
• Basic knowledge of common veterinary terms and procedures can be helpful. 
• Proficiency with veterinary software programs and general computer applications is required.
• Veterinary practices can be fast-paced, so the ability to remain calm and efficient is important. 

Requirements/Qualifications:

• Ability to work on weekends as required
• High school diploma or equivalent
• Previous veterinary experience preferred
• Client satisfaction references preferred
• Practices OSHA safety techniques including proper PPE

Benefits Offered:

• Paid time off
• Health insurance; dental insurance; vision insurance
• Retirement benefits or accounts
• Bonus incentive
• Flexible work schedules
• Career and professional development
• Employee Assistance Program
• Employee Referral Program

Benefits offered may vary depending on full or part time employment status according to company policy. 

Pay Range: