Veterinary Client Service Representative

We are a group of enthusiastic pet heroes who go beyond expectations at providing a personalized experience for all patient-guests and their parents. We currently provide dermatology, internal medicine, medical oncology, neurology, surgery, physical rehabilitation, ophthalmology, emergency, and urgent care services. Our quality of care and diverse specialty offerings makes VRCCO's team the leaders in advanced pet care for Central Oregon. To improve the experience for our patients and help support our amazing team, we have created a purpose built veterinary hospital campus, with over 26,000 sq. ft. to serve our community. This facility has all the advanced diagnostic and therapeutic capabilities (MRI, CT, Fluoroscopy, chemotherapy, etc ). It also has a campus-like feeling for employees and clients with food trucks, childcare for staff, beer garden, and an upstairs balcony.

At the Veterinary Referral Center of Central Oregon, we believe that teamwork, superior patient and client care, education, and fun are the secret to a wonderful career. From day one we have known our staff has to come first to make this happen. We are pretty sure we are the first ever, and perhaps still the only, Veterinary Specialty Hospital to be Great Place To Work Certified (). Come see the difference for yourself and be a part of our team.

Job Summary:

The Veterinary Customer Service Representative (CSR) plays a crucial role in ensuring exceptional client experiences. As the first point of contact, the CSR provides compassionate and professional service to pet parents, ensuring their needs are addressed promptly and accurately. This role requires the ability to multitask in a fast-paced environment while maintaining a calm and courteous demeanor, especially in emergency situations. The CSR supports veterinary teams by efficiently managing client communications, appointment scheduling, and the accurate handling of patient records. The ideal candidate is customer-focused, detail-oriented, and possesses excellent communication skills.

In this role, the CSR will be responsible for fostering a positive environment, acting as a liaison between clients and veterinary staff. The CSR must be comfortable working with a diverse group of individuals, including doctors, technicians, and assistants, and must be able to handle stressful situations with professionalism. The ability to empathize with clients while managing time-sensitive requests is essential for success in this position.

Essential Functions:

• Greet, welcome, and check patients into the hospital, providing a compassionate and professional experience.


• Ensure the lobby is clean, organized, and comfortable for clients, offering drinks and snacks as appropriate.


• Update and reassure clients on the status of patients during their stay.


• Handle dogs and cats when needed for owners, technicians, and/or doctors.


• Answer incoming phone calls, providing general information or forwarding calls to technicians or doctors as necessary.


• Schedule appointments using a cloud-based medical records management system, ensuring accuracy and providing clients with basic information about their appointment.


• Process and settle bills, handling financial transactions with accuracy.


• Maintain accurate patient records, ensuring all contact information and medical history is up to date.


• Perform administrative tasks such as photocopying, faxing records, and ordering supplies to support the overall hospital operations.


• Maintain a positive attitude and professionalism, even in stressful or emergency situations.


• Assist in managing client expectations and inquiries, especially during emergency situations, with empathy and professionalism.

Other

• Other duties as assigned

Education & Experience:

• Technical knowledge in a clinical setting acquired through apprenticeship, degree pursuit, or professional certification.


• Minimum education requirement: high school diploma or equivalent


• Preferred: hands on experience working in veterinary general practice, or veterinary multi-specialty hospital.

Knowledge, skills, and abilities and/ or competencies:

• Calm and reassuring in stressful situations


• Customer service and people skills

Physical demands:

• Lift and carry up to 40 lbs


• Team lift and carry up to 150 lbs


• Apply common sense understanding to carry out instructions, deal with problems with concrete variables and draw appropriate/accurate conclusions.


• Ability to stand, walk, and move around the hospital for extended periods.


• Frequent sitting, standing, bending, and reaching during tasks such as filing, handling animals, or working at a desk.


• Manual dexterity sufficient to accurately work with small, delicate pieces of equipment or large heavy objects/containers/machinery.


• Wear all protective gear including mask, gloves, gown, hairnet, safety goggles etc.


• Work within an environment that has high levels of animal sounds, bodily fluids that need disposal, and open wound management.


• Tolerance for potential exposure to allergens, pet dander, and various cleaning or disinfecting products.


• Frequent use of hands and fingers for typing, using phone systems, and performing administrative duties.


• Visual acuity to read detailed information from computer screens and patient records.

The above duties are not an exclusive list. As the CSR's knowledge base and skill set grow, training will be provided for more advanced duties.

EEO Statement:

VRCCO believes that a diverse and inclusive workforce is essential to our One Team success. All employment decisions are based on merit, experience, ability, performance, and business needs.

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