The Veterinary Teaching Hospital at the Atlantic Veterinary College is seeking applicants to fill a permanent, full-time Client Services Representative (CSR) position. This position is a member of the wider Client Services team of the Veterinary Teaching Hospital (VTH) at the Atlantic Veterinary College (AVC). The primary focus of this position is to carry out the hospital’s reception operations while providing personalized experience for our clients and the referring veterinary community, and to facilitate efficient communication throughout the various service units in the Small Animal and Large Animal Teaching Hospitals.

Some of the duties of the CSR position include processing routine scheduled and emergency hospital admissions, generating invoices and processing payments, and working with third-party financing companies and insurance providers. This will also include maintaining detailed communication and medical records, answering, directing and triaging VTH phone calls, and providing professional and compassionate phone, email and in-person client communication.

As part of the VTH’s Client Services Team, the CSR positions also offer support to and work alongside the Referral Services Team and the hospital’s Billing Office. The CSR positions are also part of the greater VTH team and will work with over 20 specialist veterinarians, talented primary care veterinarians, and a highly-skilled team of veterinary technicians and support staff.

RESPONSIBILITIES:

• Process routine scheduled and emergency hospital admissions
• Schedule appointments and relay all necessary information to clients regarding their animal’s expected visit to the VTH
• Confirm scheduled appointments and gather all necessary referral documentation via phone, in-person, and email
• Answer, direct and triage routine and emergency calls appropriately and efficiently that come in through the main VTH phone lines
• As a primary point of contact connecting clients and hospital services, use initiative to identify and support client needs to provide exceptional client experience
• Interact professionally with and facilitate communication between clients, referring veterinarians, students, and hospital staff
• Generate invoices and process payments, including third party financing and insurance providers
• Maintain detailed electronic medical records in a veterinary emergency and specialty referral setting to ensure accurate communication logs and billing processes
• Maintain calm, compassionate and professional interactions with clients and colleagues during emotional/stressful situations
• Maintain client financial accounts within the confines of hospital financial policies
• Assist in setting up external financing for clients as needed
• Assist with processing pet insurance claims in a timely manner
• Will be required to work a rotating shift.
• Schedule includes shifts scheduled on stat holidays and during university closures, with remuneration in accordance with CUPE 1870
• Must have proven ability to work independently under pressure and have an ability to diffuse conflict and confrontational situations
• Must have proven reliability as responsibilities include times of working alone as the primary client service representative for the hospital for both routine and emergency cases

QUALIFICATIONS:

• Completion of a recognized post-secondary program in a related area or an equivalent combination of education and work experience in a veterinary emergency and/or referral setting is required
• A minimum of two (2) years’ relevant work experience, or an equivalent combination of training / experience in a high-volume, client-facing customer service role
• Excellent communication and interpersonal skills
• Business / customer service / cash handling experience in a veterinary hospital setting
• Strong computer and word processing abilities
• Demonstrated abilities in customer service and reception skills in a veterinary setting
• Ability to remain calm and professional while helping clients through emotional interactions
• Veterinary medical terminology diploma or equivalent veterinary clinical experience is preferred
• Experience using group text messaging software in a professional and educational setting is an asset
• Experience using electronic medical records and scheduling software is required with preference given to those with experience using RxWorks
• Preference given to candidates with experience in veterinary hospital reception, especially in an emergency and/or referral hospital setting, and in an academic institution