The VTH provides primary care services and specialty referral services for small and large animals across PEI and the Maritimes. The VTH is staffed by Client Services Representatives seven days a week, between the hours of 7:00am and 11:00pm.
The Client Services Representatives of the VTH are responsible for answering phone calls (many of which will be of an urgent/emergent nature for a primary emergency service) and triaging those phone calls appropriately to the staff and veterinarians working in the hospital. They are also responsible for other reception duties including, but not limited to, receiving patients as they present to the hospital for scheduled appointments and unscheduled emergencies, greeting clients and working to address their needs, answering client and staff enquiries, helping to set expectations for clients as they navigate the various services in the Veterinary Teaching Hospital, and collecting deposits and payments for procedures performed.
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
- Process emergency referral requests and gather all necessary referral documentation via phone, in-person, and email
- Answer, triage, and direct 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 an 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
- Coverage could be for any of the shifts on the rotating schedule
- Shifts include stat holidays and 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 case
- Comfortable working independently, including evenings
- Completion of a recognized post-secondary program in a related area or equivalent experience is required (recognized fields would be veterinary medicine, veterinary technology, veterinary assistant, medical reception)
- Minimum of two (2) years relevant work experience in a veterinary clinic, or an equivalent combination of work and training experience in a high-volume, client-facing customer service role, with preference given to those who have done veterinary reception work.
- Business/Customer Service/Cash handling experience in a veterinary hospital setting
- Strong computer and word processing abilities with experience using electronic medical records being an asset.
- Excellent communication and interpersonal skills
- Demonstrated abilities in customer service and reception skills
- Medical terminology diploma or equivalent experience
- Demonstrated ability to remain calm and professional while helping clients through emotional interactions and while under pressure/intense emergency situations
- 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 and Smartflow
- Preference given to candidates with experience in veterinary hospital reception, especially in an emergency and/or referral hospital setting, and in an academic institution