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Client Care Representative 


The purpose of this position is to serve as a client care representative at North Scottsdale Animal Hospital to perform record keeping duties, to perform clerical duties related to patient care and treatment, and to provide miscellaneous support to the veterinary practice manager and health care team. These service functions include but are not limited to, reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing and mail service. This position requires practical knowledge of hospital organization and services, the basic rules and regulations governing visitors and animal treatment, data transcribing, word processing, and a practical knowledge of the standard procedures, veterinary records and terminology used in the hospital.

Primary Job Responsibilities:

  • Provide friendly, quality care to the patients and clients of North Scottsdale Animal Hospital.

  • Receive, balance and follow-through on all incoming calls, screen those that are handled by other health care team professionals and manage routine calls. The routine calls include those seeking information about veterinary services (“telephone shoppers”). Provide knowledgeable advice concerning the care and treatment of animals and schedule appointments on a daily routine basis. Consult Veterinarian when required.

  • Follow established hospital policies and procedures in referring clients for immediate symptoms. Determine whether vaccinations and/or laboratory tests are current, if not recommend update to clients when applicable.

  • Schedule appointments obtaining all necessary data concerning the patient and owner. Prepare all required forms in advance when possible.

  • Prepare all necessary forms in advance of clients’ arrival. Complete required forms such as a new client forms, consent forms, estimates, etc. and obtain all necessary information.

  • Greet/check-in clients in a professional, friendly, hospitable manner. Introduce yourself. Verify personal information is current at each point of contact. Update email and check email notification.

  • When checking out patients, make new appointments or note changes in patient status as necessary.

  • Assure that all financial obligations are met by owners. Collect client fees, make change, process credit card transactions and assist in balance procedures of cash drawer, and complete end of day transactions.

  • Perform over-the-counter selling of merchandise. Exercise technical knowledge of products sold. Explain and demonstrate products, answer questions concerning products purchase/use.

  • Collect lab specimens from pet owners, match patient record to the sample and submit samples to veterinary technician or nurse.

  • Assist in the updating of client files; send digital “welcome” card to new clients. Follow-up with clients when clinic records indicate no recent visits.

  • Enter data into the computer system, retrieve and modify computerized records. The practice management software includes, but is not limited to, such areas as reminder list of patients for periodic notifications, receipt and/or invoicing to update medical/financial records; accounts receivable, billing and aging of accounts, inventory control, client records, pet records, medical records; work processing to produce letters for general correspondence and special mailings to clients, etc.

  • Perform a variety of clerical duties, receiving, sorting, distributing mail, sending out mailings, cleaning, organizing reception area, type memos, correspondence, reports and other documents. Assist in the ordering, receiving, stocking and distribution of supplies.

  • Work well with all employees and ensure that your actions support the hospital, the doctors and the practice of philosophy.

  • Perform other duties as assigned.

  • Frequently required to communicate with clients, team members and associates. Must be able to exchange accurate information.

  • Contact clients next day following exam to see if questions or concerns.

Control Over Work

The receptionist works under the direct supervision of the staff supervisor/veterinarian and/or hospital administrator, who will indicate general assignments, limitations and priorities. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor. Completed work is reviewed for technical accuracy and compliance with established procedures.

Skills and Knowledge

  • Possession of strong organized skills.

  • Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.

  • Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, and compiling and submitting data on patients treated.

  • Knowledge of spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests.

  • Requires strong client service skills. Personal contacts are with pet owners affected by a variety of problems, visitors, and other healthcare team members. Considerable tact and diplomacy is required. Must accurately relay owner’s account of the medical complaint(s) of the pet(s) involved to the healthcare team member who will be involved in treating the patient(s).

  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

  • Ability to work independently on assigned tasks as well as to accept direction on given assignments.

  • Knowledge of computers and relevant software applications including Google docs.

Physical Effort:

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job.

  • Frequently position self and move about the reception area to use office machinery such as calculator, fax machines, credit card terminals and computer, and assist clients with merchandise.

  • Frequently transport inventory to stock shelves. Frequently handling 30 pounds and occasionally handling 50 pounds.

  • Often transports patients to weigh on scales.

  • Frequently required to bend, stand, stoop, walk, sit, talk, and listen, working in a bent position, clean.


Essential Functions:

  • Professionally administer all phone calls – answering client inquiries in a prompt and friendly manner, scheduling appointments, recording messages.

  • Requires strong communication and client service skills. Considerable tact and diplomacy is required. Ability to greet clients in a professional, friendly, hospitable manner – check clients in and out.

  • Collect client fees, post and record payments, make change, process credit card transactions and run end of day transactions.

  • Input data into computer system.

  • Open and close practice. (Once key and code are provided)

  • Perform a variety of clerical duties, mailings, cleaning, organizing reception area, type memos, correspondence, reports and other documents.

  • Ability to multi-task

  • Regular attendance and timeliness are an essential function in order to fulfill the requirements of this position.

  • Perform general physical activities that require bending, standing, stooping, moving from room to room, sit, talk, and listen; may be required to walk or stand for long periods of time; will use hands to manipulate, handle, or feel; will reach with hands and arms.

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