The primary function of the Customer Relations Specialist is to assume full responsibility for the immediate customer service that clients receive via phone, email, and in person. This will include booking appointments, helping out clients with requests and seeing through completion of requests, ensuring the appearance of the hospital is kept to standards, and liaising with VA / techs to ensure overall flow and efficiency of day to day hospital operations.
Required Knowledge:
The position of Customer Relations Specialist does not require specific formal education. The Customer Relations Specialist must prove they have practical experience in delivering exceptional customer service, the maintenance of medical and business records, a proactive and solutions based approach to issues, and the required knowledge of the Receptionist.
Reporting:
The Customer Relations Specialist’s primary reporting responsibility is to the Practice Manager
General Duties:
Client Relations
- Greet clients and pets by name immediately upon entering.
- Ensure that the front / sides of hospital, reception area and exam rooms are clean and odor free.
- Check that addresses, phone numbers and e-mail addresses on medical records are current.
- Schedule appointments and surgeries.
- Answer all calls in a friendly and qualified manner. You will route calls to the proper staff members, and answer inquiries about services and or products.
· Ensure all other forms of client communication (email, text) are handled promptly as we would a phone call.
· Take food orders for clients and place on hospital logs
· Take medication requests for clients and send to doctor for approval
- Record all conversations with clients including first name and time of call in medical records as dictated by clinic and CVO standards.
- Follow established clinic policies and procedures when talking with clients
- Reaffirm doctor recommendations at completion of appointment
Fees
- Collect and process payments. This will include processing credit cards and debit payments, and MVS payments.
- Know the fees for routine services so that you can inform your clients.
- Explain all invoices in detail to clients. If you cannot answer their questions regarding fees, speak with the attending RVT/Doctor or Manger.
- End of day/shift balancing of cash.
· Accounts Receivable collections and monthly service charges that are calculated (on the same date of) every month.
Inventory
· Maintain appropriate inventory levels of OTC products.
· Place daily order by designated time after reviewing for accuracy, including special order items and hospital needs
· Confirming the quantity on hand of all inventory items via bi-weekly physical counts
· Entering the order received, ensuring proper quantity, updated price and product code is current
Professional Growth and Goals
· Participate in creating a positive work environment
· Set SMART goals with Team Leader / Management to assess growth and development
· Participate in Personal Assessments and Peer Assessments