CSR Job Description:
Veterinary receptionists must possess strong organizational skills, excellent telephone and in-person communication skills and have the ability to remain calm under pressure. Veterinary receptionists must also have compassion for animals and their owners and understand the stress that patients and clients endure. Remember you are the client’s first impression of the practice, on the phone and in-person, and are often their last impression as well.
General Knowledge
• Know the range of services the practice provides and the species it treats. .
• Know the policies regarding provision of veterinary care, treatment of stray animals, deposits for hospitalized patients, payments, Care Credit.
• Friendly Greeting; immediately greet clients in a friendly and over-the-top manner; use the client’s and/or pet’s name in the greeting; bond with the client and effectively make small talk.
• Prompt Service; offer service to the client as soon and as efficiently as possible; maintain efficiency in all aspects of client service.
• Advanced and Compassionate Care; offer advanced and compassionate care as instructed by the responsible veterinarian; offer compassion and empathy to all clients and patients at all times.
•Accurately estimate weights of patients.
•Know/be able to navigate the computer software we use.
•Use proper medical terminology when speaking and writing when needed.
•Understand the life cycle and pathology of common parasites (intestinal parasites, heartworms, fleas, ticks), and know the names of most common preventatives, recommended treatments, and diagnostics.
•Be familiar with zoonotic (contagious) diseases, including their prevention and steps to reduce or eliminate transmission.
General Tasks
•Anticipate who is coming into the building so we can address our clients properly; utilize an over-the-top greeting; bond with the client; point out something nice about the client and/or pet
•While on the phone in the reception area, acknowledge the arrival of clients in the reception area with eye contact, a smile and/or hand wave; always make sure to smile while on the phone, clients can hear the difference in your voice
•Use patients’ names during conversations with clients about their pets; know each patient’s sex so the pet can be called “he” or “she”
•Understand our software systems we use to interact with clients such as Pulse, Weave, and AllyDVM.
•Provide clients with accurate and thorough information about all over-the-counter and prescription products; understand and explain internal and external parasite products; understand and explain prescription diets and dental home care products; refer product questions you are unable to fully or accurately answer to the appropriate veterinary technician or veterinarian.
•Monitor patient’s behaviors and note potentially aggressive behaviors; use caution when handling aggressive or potentially aggressive pets; request assistance when needed from the veterinary technicians and/or veterinary assistants.
•Always obtain appropriate information from all clients when scheduling appointments, including client’s first and last name; patient’s name; patient’s breed, sex and age; reason for visit; any other services that are needed; phone number and the name of any facility that may have previous records; always contact the facility before the appointment time so that records are available for review and can be entered into the computer system in a timely manner.
•Call clients scheduled for the next day to remind them of their appointment, appointment times and special instructions such as the need for fasting or withhold or administering medications.
•Running all acceptable reports needed throughout the day. This could be appointment reports, ARR reports, and closing reports.
•Making sure all of our accounts are closed and we are trying to rendure payment by the end of the day. Continue to do this on payments that have not gone through for 3 days straight prior to informing management.
•Follow the daily task list that is given at the beginning of the week.