Client Services Representative

Are you a passionate veterinary receptionist? Do you thrive in a busy and hectic fast-paced environment? Do you have experience with over-the-phone triage of emergent cases? Do you love animals, and want to help foster a positive client experience from the first point of contact to check-out? As a 24/7 animal emergency and specialty hospital, we work as a team to help clients during their animal's entire journey here in the hospital. Our team cherishes the special bonds between pets and their human family. We want to find team members who possess critical thinking skills, empathy, and excellent inter-personal communication techniques to foster an environment of care and compassion. We are looking for a Full-Time, dedicated client service representative to join our team! We offer short three-day (12-hour shift) and four-day (10-hour shift) work weeks to allow our team members a longer weekend to enjoy all the Rogue Valley has to offer.
Southern Oregon Veterinary Specialty Center located in Central Point, Oregon is the only 24/7 Specialty + ER veterinary hospital in a 250-mile radius. We have board-certified veterinary specialists supporting many departments including Surgery, Emergency and Critical Care, Internal Medicine, in addition to our our newly opened Urgent Care facility. We perform advanced therapy such as blood transfusions, chemo, complex surgical procedures and more.
Open Shift:

• Department: Emergency
• Hours: Four 10-hour Shift or Three 12-hour Shift (Day or Overnight)
• Full-Time, Non-Exempt

The ideal candidate will:

• Have stellar inter-personal communication skills
• Have an open mind, and is willing to learn and take the initiative to jump in to help as needed
• Appropriately communicate with clients and support them through various situations common within the field of veterinary medicine
• Be empathetic to the various humans and animals that walk through our doors, and treat each pet as you would your own
• Be prepared to interact with clients from any and all walks of life and help explain general clerical procedures in a veterinary hospital
• Possess a positive, team-oriented mindset in a professional capacity
• Be ideally available to work weekends and holidays (significant shift differentials for weekend and holiday shifts)
• Complete, possess, and understand all: required job duties, essential and administrative functions, office maintenance duties, skill requirements and expectations, and working and physical conditions (detailed below)
  • Job Duties:
    • Check in all appointments/ ER arrivals
    • Ensure appropriate information is ready and entered correctly
    • Communicate effectively with technicians and doctors
    • Present treatment plans with a high level of confidence
    • Be at the front desk at all times to anticipate clients coming in (occasionally a situation may arise that pulls a receptionist to the back. He or She must communicate with other staff if he or she needs to finish/handle a task and needs another staff member to be up front.
    • Update owners with timeliness of an appointment or ER case
    • Keep track of owners waiting to be seen, and checking in to keep them updated regarding delays
    • Explain the triage process & quote all exam fees
    • Knows each specialist and what they specialize in & schedule specialty appointments
    • Correctly fax/email referral records requests for upcoming appointments
    • Give accurate directions from other cities/states
    • Quote common diagnostics if applicable for a specialist appointment
    • Quote for ER coming in and payment methods
    • Recognize a possible contagious animal and how to limit exposure to other pets
    • Clean a contagious room by written protocol
    • Process a Euthanasia with compassion and professionalism
    • Assist a phone caller with a financial need
  • Essential and Administrative Functions:
    • Process all paperwork for the hospital
    • Prepare paperwork for all schedule appointments
    • Prepare paperwork for all ER cases
    • Fax and/or email correctly and to appropriate person(s)
    • Correctly enter information into SmartFlow & EzyVet
    • Process deposits and finish invoices correctly
    • Use the credit card and care credit machines accurately
    • Scan, rename and attach all documents into SmartFlow & EzyVet
    • Process or help a client process a care credit application
    • Prepare Financial Agreements when approved by doctor and/or supervisor
    • Call in prescriptions as directed by a doctor and how to properly enter into SmartFlow & EzyVet
    • Properly file all signed client and financial documents
    • Prepare and send sympathy cards
    • Call owners when ashes are back in our hospital and ready to pick-up
    • Use the intercom system for transferring calls
    • Obtain correct information from anyone calling, in order to direct call to correct person
    • Field calls from solicitors
    • Correctly enter all client communications into SmartFlow & EzyVet
    • Direct all paperwork coming from the fax machine to the correct person and/or place
    • Able to transfer Radiographs from company Email
    • Correctly send radiographs that need to be reviewed to our Radiologist
    • Correctly check over incoming records, lab work and radiographs for upcoming appointments and call if any information is still needed
    • Follow Hospital Policy as stated in the Employee Handbook
  • Office Maintenance Duties:
    • Keep the front half of the hospital clean and neat
    • Keep the coffee bar stocked and clean
    • Keep the reception area walls, floors and chairs neat, clean and free of clutter
    • Keep rugs clean- vacuum as needed
    • Keep rugs free of stain and rotate out if soiled
    • Keep all exam room floors, walls and tables clean
    • Keep all items in exam rooms neat and stocked
    • Keep all floors swept and mopped when needed
    • Keep both bathrooms clean, stocked and aromatic
    • Keep printers up front stocked and running
    • Use cleaning protocols when cleaning after a contagious animal has been in a room, lobby or hallway.
    • Keep big scale and mat clean
    • Make sure each room has a thermometer and that each is free of contamination
    • Follow the "Hotlist", Daily, Swing and/or weekly checklists
    • Know who and where to communicate when office items are low and need to be ordered
  • Skill Requirements and Expectations:
    • Be prepared and on time for a scheduled shift
    • Posses hygienic habits of self-care
    • Act professionally at all times
    • Have excellent people skills
    • Be friendly yet polished
    • Be warm and welcoming
    • Be able to multi-task
    • Handle an upset client while acting professional
    • Give accurate directions from other cities/states
    • Fax and/or email correctly and to appropriate person(s)
    • Know basic typing skills
    • Read, speak and write the English language
  • Working and Physical Conditions:
    • Working conditions are normal for a veterinary hospital
    • The noise level is moderate to high and includes business machines, medical equipment and patient barking/howling
    • Work involves frequent lifting of patients and inventory up to 40 pounds
    • Work involves frequent squatting, bending, pushing and pulling
    • Equipment operation may require the use of personal protective equipment (PPE) to include but not limited to nitrile gloves.

Benefits:

• Uniform Reimbursement
• Quarterly Bonus Opportunities
• Generous Shift Differentials for weekend and overnight shifts (up to $5.00 per hour in addition to base wage)
• Paid Time Off Accrual
• Paid Sick Leave Accrual
• SIGNIFICANT Employee Pet Discount (up to 75% off all services + free vaccines)
• 100% Tuition Reimbursement for students enrolled in a Penn Foster Veterinary Technology program
• 401k + Employer Match
• Medical/Dental/Vision
• Disability Insurance
• Life Insurance
• Multiple various ancillary benefits
• And MORE!

*ALL APPLICANTS MUST BE 18 OR OLDER TO QUALIFY*
Southern Oregon Veterinary Specialty Center celebrates diversity and are committed to creating an inclusive environment for all employees. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
We appreciate your interest in Southern Oregon Veterinary Specialty Center. Southern Oregon Veterinary Specialty Center is an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Company also prohibits harassment of applicants or employees based on any of these protected categories. It is also Company's policy to comply with all applicable federal, state, and local laws respecting consideration of unemployment status in making hiring decisions.
Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the company. Please inform the company's personnel representative if you need assistance completing this application or to otherwise participate in the application process.
Your application will be active for 90 days. If you are not hired during that time period, but wish to continue to be considered for available positions, you must complete a new application.
Note to Applicants: Smoking is prohibited in all indoor areas of Company unless designated smoking areas have been established by a particular location in accordance with applicable state and local law.