Bishop Ranch Veterinary Center & Urgent Care is now accepting applications for a key role in our people-focused organization. Although our focus is always on pets’ well-being and comfort, it’s our people who make all the difference. Our doctors and staff are committed to the belief that pets deserve medical care as advanced as their owners receive, yet as personal as the friendship they provide us. Our mission is to continue to be the premier veterinary hospital in the San Ramon and Tri-Valley community. We are committed to high levels of customer service and ethical standards, and we are devoted to providing a caring environment that treats people and animals with dignity, compassion and respect. If you feel the same way we do and have clinical experience, this job might be just right for you!
Reception CSRs are responsible for promoting the Bishop Ranch Veterinary Center culture by being the front line of communication for clients in the office and over the phone.
Essential Functions
Reception CSRs work under the supervision of the Reception Supervisor. The primary responsibilities of this role include keeping accurate medical records, clerical work, client education, promotion of hospital products and services, and support of hospital managers and other team members. This includes, but is not limited to:
- Communicating with various department staff and clients using walkie-talkies, Slack, Google whiteboard, BRVC phone system, Outlook email, Smartsheet, AllyDVM, and Formstack.
- Following established hospital policies and procedures when interacting with clients and staff.
- Triaging incoming appointment types, checking in patients, preparing any needed documents, and communicating appointment needs to staff and technicians as needed.
- Confirming pre-appointment recommendations (such as feeding schedule) the day of the procedure, appropriate drop-off time at BRVC, expected go-home time (if known), etc.
- Answering business and personal phone calls and voicemails in a friendly and professional manner. Routing calls and messages to the proper staff members and answering inquiries about services and/or products.
- Replying to business and personal emails and faxes in a friendly and professional manner. Routing emails to the proper staff members, updating patient records with new information, and sending helpful correspondence and resources to clients when appropriate.
- Acquiring and demonstrating knowledge of our Advice Tech and Boarding services, including booking services and communicating follow up expectations to clients.
- Acquiring and demonstrating knowledge of our Procedure scheduling and Pharmacy policies, including submitting requests for service and communicating follow up expectations to clients.
- Preparing invoices, collecting and processing payments. This will include making change, processing online payments, and processing credit and debit card payments in person and over the phone.
- Knowing the fees for routine services so clients will be properly informed.
- Explaining all invoices in detail to clients. Seeking input from the attending doctor or shift lead when unable to answer client questions.
- Preparing all required forms including clinical records, health and immunization certificates, laboratory reports and euthanasia authorization forms in advance if possible.
- Monitoring the appointment schedule and informing a lead of any potential issues. Assisting other staff in receiving clients, outpatients, procedures, emergencies, and animals to be euthanized.
- Ensuring all treatment, surgery, and boarding forms are signed and an emergency number is left.
- Updating patient records.
- Rescheduling of appointments for clients who arrive late for services.
- Scheduling exams, follow up services, outpatient services, technician appointments, and urgent care services.
- Maintaining records for patient pet insurance. Filing insurance claims upon request.
- Collecting specimens that clients bring in for laboratory analysis, label and take to the lab area.
- Promoting in-hospital ancillary services such as boarding, grooming, etc.
- Promoting and selling over-the-counter pet accessories, explaining and demonstrating products, answering questions, recording sales, making change, and wrapping/bagging merchandise.
- Promoting practice protocols through client education using the appropriate terminology. Acquiring and demonstrating knowledge in subjects of parasites, vaccinations, routine surgeries, heartworm and flea prevention, etc.
- Maintaining records for cremated pets and tracking cremains. Presenting owners with cremation remains.
- Giving messages to doctors as needed.
Qualifications
The following experience/education is required.
- High School Diploma or its equivalent
- Basic computer proficiency for data transcribing and word processing
- General knowledge of the standard procedures, records, and terminology used in a veterinary hospital
- Practical knowledge of BRVC procedures and policies, services, client and patient treatment protocols
- Strong interpersonal and communication skills for interacting with employees and clients
Competencies
- Ethics and Values, with demonstrated actions that consistently demonstrate those ethics and values.
- Action Oriented, working with urgency, energy and enthusiasm and taking initiative to complete work.
- Communication in receiving and delivering important information, both oral and written.
- Conflict Resolution to de-escalate emotionally charged situations & find mutually agreeable solutions.
- Customer Focus to meet the needs of internal and external customers.
- Functional/Technical Skills related to all aspects of people engagement, safety, and performance.
- Nimble Learning to stretch self and continually develop.
- Problem Solving to support clients, patients, doctors and co-workers.
- Resilience to bounce back from disappointments and to handle challenging work situations.
- Self-Awareness to invite and accept feedback and consider the impact of words/actions on others.
Daily Deliverables
Reception CSRs will be held accountable for handling the following tasks each day and will be trained to complete these tasks in alignment with BRVC processes, protocols, and ethics/values.
- Meets client needs at arrival and departure. Anticipates future patient needs and recommends services and products to meet those needs.
- Maintains clear and open communication with other CSRs and hospital staff throughout the shift
- Routinely and proactively checking communication channels for critical needs or changes for the day
- Ensures that voicemails and emails are addressed and that messages are properly routed to person(s) necessary.
- Makes adjustments to wait times, and outgoing messages are made as needed to support business level and staff scheduling.
Additional Requirements
The nature of Reception CSRs role requires the following to complete work tasks:
- An ability to sit and type on a keyboard for extended periods of time.
- Ability to stand, walk, reach with arms and hands, climb, balance, stoop, crouch, kneel, and crawl.
- Strong communication skills in written and spoken English.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.
Compensation, benefits, and schedule:
- Night and weekend availability
- 8hr shifts
- Full time or Part Time
- $18-24/hour
- Employee pet discount
*The following benefits are available for full time employees
Job Types: Full-time, Part-time
Pay: $18.00 - $24.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Night shift
- Weekends as needed
Work setting:
Application Question(s):
- Are you applying to work Part Time or Full Time? (Please do not skip this question.)
- This position requires weekend and night (as late as 12:30pm-9pm) availability, does this align with your availability?
Experience:
- Customer service: 1 year (Preferred)
Work Location: In person