Ideal Candidate:
The ideal candidate for this position is someone who is an exceptional communicator, highly organized, can multi-task and is a believer in going above and beyond for clients and fellow staff. This role entails maintaining the flow of the clinic and understanding the importance of what excellent patient and client care means. This role is the first and last impression a client has of our clinics and is key to creating everlasting impressions. A positive attitude and flexibility are important from changes in daily tasks to the possibility of leaving work late. A person for this role should expect moments of emotion from the satisfaction of helping a client to consoling that client over the loss of a pet. The purpose of this position is to ensure that customer service is provided to all and clients have a positive experience in our clinics.
Major Goals:
- Keep organized to encourage a smooth clinic flow and productivity
- Utilize practice management software, Google and Microsoft programs
- Provide friendly, helpful and quality customer service
- Work well with fellow staff, follow mission and core values of Pine Hollow Veterinary Services
- Maintain financials and balance daily receipts for clinic
Commitment:
Full-time
Company Overview:
Pine Hollow Veterinary Services is a locally and privately-owned group of rapidly growing veterinary practices that includes: Albion Animal Center and Animal Hospital of Meadville located in NW Pennsylvania and Western Reserve Animal Clinic and Animal Hospital of Orwell located in NE Ohio. We have a dedicated and tenured team of veterinarians, registered/licensed/certified technicians, assistants, and customer service representatives, that we consider the “Pine Hollow family”.
We live in an area that offers many opportunities for all lifestyles. We have the option to take a Sunday stroll down Main Street or ride our bikes side-by-side down a country road and witness all that nature has to offer. You can find the staff at the beach in the summer or hiking a trail in the fall amongst the colored leaves. We value our winters and the many snow adventures of skiing, skating or a fun neighborhood snowball fight.
Come and enjoy the low cost of living our region provides along with the many opportunities for outdoor recreation on beautiful Lake Erie and in the Allegheny National Forest while still being in proximity of the cities of Cleveland, Buffalo, Pittsburgh, and Erie.
The clinics are open Monday thru Friday and one Saturday a month for most of the practices. We are focused on wellness preventative care and providing the best medical standards for our patients. We provide emergency care only during normal business hours. As well as working in a progressive practice, we have a team atmosphere that is fun, collaborative, and feels appreciated at the end of the day. Our Pine Hollow culture is important.
Benefits may include continuing education, uniform allowance, vacation/sick time, health, dental, and vision insurance, Simple IRA, pet care, licensing and membership fees and more depending on employee classification.
Position Overview:
The Customer Service Representative is one of the most important roles in the clinic. The purpose of this position is to ensure that customer service is provided to all and clients have a positive experience in our clinics. The responsibility of the CSR is to perform office tasks for the clinic and to ensure that all operations run effectively for best client and patient care along with clinic productivity. These tasks include phone, computer, accounting, scheduling, customer care, medical terminology and record keeping among other tasks. This position requires the knowledge and understanding of brief veterinary medical terminology and the ability to communicate with clients and fellow staff. The CSR will need to be able to differentiate the importance of a patient’s well being and urgency of client coinciding with the clinic’s schedule. Keeping up with technology for effective communication with clients via phone calls, texting and emailing and documentation of all forms in practice management system. The CSR will be responsible for proper accounting to ensure all practice management financials are accurate for all staff on a daily, weekly and monthly basis. The calmness to handle stress situations and ability to multi-task with a friendly attitude are a necessity.
Essential Skills and Knowledge:
- Requires compassionate and professional customer service skills including listening, understanding, answer questions, ability to console and go above and beyond in every scenario
- Strong verbal and written communication skills
- Organized and detailed office skills with the ability to multitask
- Ability to work effectively independently or assist fellow staff as needed
- Posses strong work ethic and positive work environment attitude
- Knowledge of medical office structure and operating procedures to make appointments, verify medical records, relay patient information and terminology
- Basic knowledge and respect of animals and their care
- Utilize practice management software, Google and Microsoft programs
- Experience in a paperless working environment
- Be willing to learn about veterinary medicine to provide knowledge to clients
Education and Experience:
- High school diploma or equivalent
- Receptionist/customer service experience
Responsibilities:
- Answer phone to schedule appointments and collect patient information for veterinary staff
- Utilize practice management software, Google and Microsoft programs
- Greet clients and patients on arrival to clinic for appointments or prescription pick ups
- Update, scan and save all documents for paperless client and patient electronic medical record keeping
- Ensure that all client forms are correctly entered into practice management system and received from clients and fellow staff
- Handle incoming and outgoing mail, faxes and email
- Process client payments, maintain balanced change box and prepare bank deposits
- Work effectively with all veterinary staff for admissions, discharges, follow up appointments, medications, lab work, etc for patients
- Assist with client education through phone calls and front desk interactions
- Be familiar with common medications, flea and tick products, nutrition and dewormers
- Provide clients with any brochures or websites to ensure proper education and financial assistance for their pet’s needs
- Be sensitive for clients regarding euthanasias, terminal illness or major medical issues
- Keep clients informed of any schedule delays or changes
- Handle all client complaints calmly and professionally and know the proper procedures to follow to ensure positive clinic image is maintained
- Maintain and assist with office and medical inventory supplies and equipment
- Maintain the cleanliness and seasonal marketing of the clinic
- Work professionally with outside sources that may need patient records
- Attend staff meeting for clinic and organization throughout the year
- Attend sponsored lunches or meetings that educate staff on veterinary products
- Be familiar with practice and veterinary professional websites to guide clients and answer questions
- Contact clients whose pet’s reminders and activity have lapsed
- Work in an effective manner with all veterinary staff
- Be timely – to work and in matters throughout the work day
- Be the first voice of the clinic
- Follow through with all issues that need to be completed
Potential Benefits:
For full-time staff:
- Health Insurance
- Vision and Dental Insurance
- Paid time off
- Short and Long Term Disability
- 401k
- Uniform Allowance
- Continuing Education reimbursement if applicable
- Staff Pet Discount
- Staff Bonuses for goals and attendance
For part-time staff:
- Paid time off
- 401k
- Uniform Allowance
- Staff Pet Discount
- Staff Bonuses for goals and attendance
How to apply:
To apply, please send your resume and cover letter via email to Rebekah Barnette at [email protected]; Tonia Pearce at [email protected]; Rosmarie Eldred at [email protected]
Other:
Receptionists must possess good critical thinking and problem solving skills, compassion, a positive attitude, follow-through and excellent communication and teamwork skills. Multitasking and accepting constructive criticism is essential. Punctuality is expected. This job description does not necessarily cover every task or duty that might be assigned. There may be additional responsibilities assigned as necessary.