ADS Level 5 - Client Services Representative - Veterinary Teaching Hospital - Atlantic Veterinary College *Amended Closing Date*

The Veterinary Teaching Hospital is staffed by client services representatives seven days a week, between the hours of 7:00am/7:30am and 11:00pm. We are currently in need of Client Services Representatives to work the following shifts: 2:45pm-10:00pm on Saturdays and Sundays.

The Client Services Representatives working on the weekends 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 working in the hospital. They are also responsible for other reception duties including, but not limited to, greeting clients, receiving patients, many of which may be unstable, and for 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
• May be required to work a rotating shift at times.
• Shifts include being scheduled on stat holidays and during 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 cases

• Completion of a recognized post-secondary program in a related area or an equivalent combination of education and work experience in a veterinary emergency and/or referral setting is required
• A minimum of two (2) years relevant work experience, or an equivalent combination of training/experience in a high-volume, client-facing customer service role
• Excellent communication and interpersonal skills
• Business /customer service/cash handling experience in a veterinary hospital setting
• Strong computer and word processing abilities
• Demonstrated abilities in customer service and reception skills in a veterinary setting
• Ability to remain calm and professional while helping clients through emotional interactions
• Veterinary medical terminology diploma or equivalent veterinary clinical experience is preferred
• 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