Client Service Representative at Goodlettsville Animal Hospital

Goodlettsville Animal Hospital is proud to be a well-established practice in a great community!

Our 5-doctor team utilizes multiple exam rooms, a full lab and in-house pharmacy, digital radiology, ultrasound, and more to provide top level care to our companion animal patients. We're a busy practice with a well-established name in the community, and we look forward to continuing our legacy for years to come!

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.

Prior Customer Service experience REQUIRED. Prior veterinary experience preferred. 

-Monday 6:30am - 8pm

-Tuesday 6:30am - 6pm

-Wednesday 6:30am - 6pm

-Thursday 6:30am - 8pm

-Friday 6:30am - 6pm

-Saturday 7:30am - 4pm

Client Service Representatives typically work 10 hours shifts with a mix of opening and closing shifts. Every other Saturday is REQUIRED. CSRs are also expected to work 1 holiday shift per year where they will assist kennel or vet assistants with boarding patients.

• 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.

• →Leads practice opening and closing procedures per Practice Manager instructions and practice procedures.
• →Ensures all public areas are clean and presentable for patients; cleans and straightens areas including the front desk, reception area, waiting area, office, public bathroom(s) and exam rooms.
• →Processes cash, checks, charge card payments and credit account payments.
• →Schedules appointments for the clinic adhering to practice and Doctor preferences and ensure appropriate workflow.
• →Assists in the updating of client/patient files, as needed.
• →Prepares and sends client correspondence.
• →Sends reminder notices to clients for periodic notifications; conducts re-calls to clients on a timely basis from a call back list.
• →Performs a backup of the computer system on a regular basis, as directed.
• →Performs and oversees the performance of posting daily business.
• →Welcomes clients and patients to the practice with a warm and friendly demeanor and ensures an excellent experience during the practice visit.
• →Answers incoming telephone calls applying proper telephone etiquette.
• →Presents clients with medications, instructions, new client kits and any other take home items.
• →Handles emergency situations with great care, patience, and following established clinic policies and procedures.
• →Addresses client concerns in a calm appropriate manner, ensuring every experience ends in satisfaction.

• 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