Client Services Representative

About Us

Mason Family Pet Hospital is currently seeking to hire Client Service Representatives (Reception) to help support our fast paced, multi doctor veterinary practice! Over the past 20 years, we have served the Mason community by providing the highest quality of care to our patients and an excellent experience to our clients. We are aware of the stress that comes with working in the veterinary field and we pride ourselves on our ability to provide a fun, relaxed, and supportive atmosphere for our team members. If you share our love for pets and people, we would love to speak with you!

We are open to both full and part time candidates. Preference given to full-time candidates, with experience in a reception/veterinary setting being a plus.

Why choose Mason Family Pet Hospital?

Great Atmosphere – We work together as a team and believe in supporting each other to ensure the success of the hospital as a whole. We always take our job seriously, but not always ourselves!

Competitive Pay – In addition to offering a competitive hourly rate, our full-time team members are also eligible for quarterly bonuses through our Site Incentive Plan bonus program!

Excellent Benefits – Health, Dental, Vision, and additional protections included for all full-time team members as well as complimentary wellness programs such as Talk Space and SupportLinc services. 401k program with company match available to all team members.

Flexible Schedule – Closing at 6PM through the week, limited Saturday hours and no Sundays ensures that you have the time you need away from work to relax and recover. Full-time team members also enjoy paid vacation and sick time, paid holidays, and even paid time off for your birthday!

Generous Employee Discounts – All regular employees are eligible to receive our employee discount, which includes discounts on goods and services ranging from 20% - 100% off, annual scrub & uniform allowances, and even generous partner discounts at local emergency clinics!

Continued Growth – We believe in the importance of continuing to train & educate our team, whether it be through lunch and learn opportunities with our vendor partners or mentorship with our senior staff members. We also offer sponsorship opportunities to our employees through our Penn Foster partnership program.

Job Summary

The Client Services Representative is an invaluable member of the hospital team who works directly with hospital leadership and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through hospital. Some of the key responsibilities of the Client Service Representative are as follows:

Responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and checkout process. Models a professional and courteous manner with staff and clients.

Follows established policy and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in-hospital procedures, and other services that require the doctors and technicians’ time.

Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.

Pulls patient charts for daily scheduled appointments and collects information to make necessary updates, including the creation of new charts, when appropriate.

Assists technician in filling prescriptions with appropriate medication and providing routine instructions to owners on the proper administration of the medication.

Performs over-the-counter sales of merchandise such as food and special diets, shampoos, flea and tick control products, heartworm, etc. Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs.

Invoices clients, collects fees, makes change, imprints credit card forms, and obtains authorization for credit charges following the credit policies of the hospital.

Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.

Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc.

Prepares and sends welcome letters, new client information packets, referral and thank you letters, condolences, long wait notes, and other correspondence for the doctors and/or Hospital Manager.

Demonstrates a full working knowledge of PIMS procedures and functional applications.

Skills and Basic Qualifications

High school diploma or GED required. Bachelor’s degree preferred.

Prior client service experience in related area preferred but not required.

Proper telephone etiquette and client service excellence.

Basic veterinary medical knowledge, including products and services.

Excellent oral and written communication skills.

Basic computer skills (Microsoft Office, e-mail, and practice management software experience preferred).

Strong organizational skills with ability to multi-task and still attend to details.

Compensation:

• Base hourly rate of $14.00-$18.00 DOE
• Eligible for periodic bonus (where applicable)

Example of possible benefits that are to be included, if applicable

• Medical, Vision, Dental insurance
• 401(k)
• Health Savings Account
• Paid time off
• Employee discounts
• Allowances