Client Service Representative & Kennel Assistant

Practice

College Station Cat Clinic is a feline exclusive veterinary hospital located near historic downtown Wheaton.

The practice philosophy of College Station Cat Clinic is teamwork with an emphasis on communication. We believe in the delivery of up-to-date services to patients in a compassionate and humane manner while remaining sensitive to clients.

We continually strive for excellence in medicine, surgery and service in order to enrich and lengthen the special relationship between people and their cats.

More about the Role

Dual Role: CSR / Kennel TechnicianReporting into the Practice Manager, the Client Service Representative (CSR), provides an exceptional experience to our clients during every interaction. In addition to continually engaging the client, the CSR performs practice administrative tasks such as record maintenance and appointment tracking. The CSR manages practice reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing and mail services. The CSR applies practical knowledge of practice processes and services, the basic rules and regulations governing visitors and animal patient treatment, and veterinary record requirements and terminology to ensure every patient is well-cared for and every client has an exceptional experience.

• This position would have dual responsibilities as a Client Service Representative working the front desk, as well as responsibilities as a Kennel Assistant taking care of our cats in boarders.
• Prior experience in animal care/veterinary office highly, highly prefered
• Starting salary in the range of $17-$19 per hour depending on experience
• Role would be part-time with the possibility of moving full-time if meeting expectations of the role, i.e. masters the role of the front desk as well as becomes capable of taking over boarding shifts without supervision
• Expected hours to start between 20-29, exact schedule work days tbd, would include morning, evening, and weekend shifts

The Kennel Assistant provides care to address the needs of patients that are visiting the practice for boarding.  The Kennel Assistant ensures that the boarding area is clean and safe for all patients by cleaning condos, boarding areas, and washing laundry.  The Kennel Assistant feeds, waters, socializes with, and administers medication to patients (as needed and supervised by Doctor or Technician and based on confidence and experience).

• Provides great care for patients visiting the practice for boarding.
• Ensures patients are admitted noting the client’s specific instructions to ensure a quality outcome including contact information, feeding instructions, and pick up time.
• Accurately and legibly records information related to the patient such as feeding schedules, appearance, and behavior during practice visit.
• Observes patient’s appearance and activity for general physical condition, obvious signs of illness, disease and discontent.
• Appropriately handles patients and as needed.
• Socializes with patients several times a day to provide exercise and stimulation.
• Applies knowledge of normal food and liquid requirements and as required, provides special food and liquids.
• Ensures patients are clean and fresh smelling and have been checked prior to discharge; ensures patient has all personal property upon exit.
• Ensures cages and patients are properly numbered and identified and that personal property (toys, treats, blankets, leashes) are stored in the proper areas and identified.
• Regularly cleans, disinfects and maintain kennels, cages, runs and stalls as often as is necessary to ensure no cages or kennels are soiled and odors are not apparent. Performs general cleaning in other areas of the hospital to control the spread of disease. Washes and sterilizes water and food bowls.
• Launders and dries towels and blankets.
• Walks hospital regularly and cleans any trash and stool material; empties trash throughout the practice.
• Performs other duties as assigned.

Competencies

• Patience & Compassion: Remaining professional while still making Doctors, teammates, clients, and patients feel as comfortable as possible regardless of the situation or challenges presented. Responding quickly and calmly to crisis while maintaining a high standard of patient care.
• Collaboration & Teamwork: Carefully coordinating actions with Doctors and practice team members. Providing feedback appropriately and in a timely manner.  Quickly incorporating feedback to ensure positive results.  Sharing ideas and being open to other’s ideas.
• Communicating: Conveying instructions to clients and teammates to ensure successful patient care.
• Active Listening: Following the instructions of Doctors and sometimes patient owners. Picking up the needs of Doctors and teammates based on prior experiences and feedback.
• Organization Skills: Clear tracking of lab specimens, medications, patient instructions, workflow, and other job-related items while managing multiple patients and clients.
• Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.

Essential Responsibilities

• Leads practice opening and closing procedures per Practice Manager instructions and practice procedures.
• Ensures all public areas are clean and presentable for patients; cleans and straightens areas including the front desk, reception area, waiting area, office, public bathroom(s) and exam rooms.
• Processes cash, checks, charge card payments and credit account payments.
• Schedules appointments for the clinic adhering to practice and Doctor preferences and ensure appropriate workflow.
• Assists in the updating of client/patient files, as needed.
• Prepares and sends client correspondence.
• Sends reminder notices to clients for periodic notifications; conducts re-calls to clients on a timely basis from a call back list.
• Performs a backup of the computer system on a regular basis, as directed.
• Performs and oversees the performance of posting daily business.
• Welcomes clients and patients to the practice with a warm and friendly demeanor and ensures an excellent experience during the practice visit.
• Answers incoming telephone calls applying proper telephone etiquette.
• Presents clients with medications, instructions, new client kits and any other take home items.
• Handles emergency situations with great care, patience, and following established clinic policies and procedures.
• Addresses client concerns in a calm appropriate manner, ensuring every experience ends in satisfaction.

Requirements/Qualifications

• Ability to work on weekends as required
• High school diploma or equivalent
• Previous veterinary experience preferred
• Client satisfaction references preferred
• Practices OSHA safety techniques including proper PPE

Benefits Offered

• Paid time off
• Health insurance; dental insurance; vision insurance
• Retirement benefits or accounts
• Bonus incentive
• Flexible work schedules
• Career and professional development
• Employee Assistance Program
• Employee Referral Program

Benefits offered may vary depending on full or part time employment status according to company policy. 

Pay Range

USD $17.00 - USD $19.00 /Hr.

Compensation: 17 to 19 (USD)