Client Care Representative

Position Summary:

East Dallas Vet Clinic is a fast paced hospital operation that is experiencing tremendous client growth. This position serves as the ambassador for EDVC to its clients. This role is responsible for accurately supervising the checking in of patients, processing payments, and properly discharging patients. This role is responsible for communicating client arrival and client needs for that visit to the rest of the staff.

Succeeding as a CCR will require the following core qualifications and skills

• Strong leadership ability
• Ability to lead and communicate in a busy environment
• Industry specific training
• Extensive knowledge of the patient pipeline-Check-in, Charging, and Discharging
• The flexibility to work shifts which may include days, evenings, weekends
• Previous customer service experience in social services, sales, call centers and/or office environments preferred

Successful CCR's are:

• Passionate about helping others
• Excellent customer service, written and verbal communication skills
• Dedicated to providing a meaningful customer experience
• Empathetic and able to triage crisis situations to our clinical team
• Go-getter, results-oriented and good-natured
• Driven to achieve performance success and enjoy working in a fast-paced environment
• Happy to work for a successful company that promotes from within

Responsibilities for CCR

• Answer any questions the customer care rep may have about available products and services

• Establish new customer accounts, recording account information on written forms or digitally

• Listen to customer concerns and complaints with the goal of identifying the causes of the problem and providing solution.

• Escalate appropriate complaints to the practice manager for resolution.

• Confirm daily tasks are completed by the CCR.

• Select appropriate responses to customer issues and work quickly to resolve them

• Refer advanced cases to management for resolution, providing background information as necessary

• Maintain and regularly update financial account information

• Anticipate customer needs, following up with previous customers to offer reorders or additional services

• Checking patients in, discharging and collecting payments at the time service has been rendered

• Supervise administrative duties include but are not limited to: Filing/pulling patient charts, processing medical requests, recording telephone messages for doctors and technicians, scheduling patient reminders and appointments.

• Collects outstanding balances from clients

• Enters patient charges and completes the invoicing process

• Must show initiative

• Must be able to adapt to the work environment

• Attendance and punctuality

• Bi-lingual is a plus

• Responsible for cash drawer reconciliation at the end of the shift.

• Other duties as assigned by supervisor

Qualifications for Customer Care Representative

• Doctors office or medical office, Hospital patient intake Call center or customer service experience preferred

• Flexibility to work different shifts (including evenings, weekends, or holidays)

• Willingness to participate in training before hire and on-the job

• Ability to pass a pre-employment background investigation and drug screen.

• Excellent listening skills and an empathetic voice and manner

• Dedication to customer satisfaction

• Basic knowledge of computer software(infinity & Impromed) and basic office systems

• Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer

• Familiarity with all of the goods and services offered by the company