Vacancy expired!
Are you a natural team leader? Do puppies make you smile? Alaska Veterinary Clinic wants you! Alaska Veterinary Clinic is looking for someone who can lead our team to the next level. We are a tight nit team of hardworking, passionate individuals who strive to provide top notch service to our clients. We are looking for someone who is willing to help us uphold these standards and lend a hand in our ever expanding practice!
CSR Lead
Major Responsibilities:
Perform all tasks assigned to client care specialist.
Offers decisions for client and hospital needs when a timely answer is necessary.
Ensure compliance for daily, weekly, and monthly to-do lists for receptionists.
Work in conjunction with Patient Care Team Leader(s) to ensure the flow of traffic to ensure appointments are running on time.
Develop draft of monthly staffing schedule for Client Care Team, based on hours provided by the Practice Manager.
Provide instruction and training to the receptionists.
Go-to person for team needing help to handle disgruntled clients.
Review problems / inquiries and determine immediate solutions directed to the Client Care Team that arise in the absence of the Practice Manager.
Mail out statements, sends collection notices, and follows A/R protocol
Ensure all reception staff adheres to proper safety procedures.
Document all minor disciplinary issues & report to Practice Manager within 24 hours of occurrence
Lead CSR is to be the liaison between staff and management
Lead CSR’s may have other duties as assigned to keep hospital running smoothly and provide optimal pet care.
Assist in job performance evaluation of client care team as directed by Practice Manager
Continuing education training on site and off site (CSR training)
Assist in the hiring process (complete initial phone screen/interview questions)
Ability to provide immediate basic computer troubleshooting for doctors and staff as needed
Meet weekly with Practice Manager, and monthly with Patient Care Team Leaders/Practice Manager to discuss any problems or improvements.
Perform other related duties as directed by the Practice Manager or Medical Director
Works under the direct supervision of the Practice Manager, however, may also receive direction from veterinarians on a daily basis.
Lead CSR carries out supervisory responsibilities in accordance with the hospital's policies and applicable laws. Maintains constant communication with Practice Manager when carrying out responsibilities associated with: interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. The Team Leader must accept responsibility not only for their own work, but the work of people in their department and for the general flow of the work day throughout the hospital. Any concerns with hospital rules or decisions must be discussed only with upper management. At no time will it be acceptable to share confidential information with staff members or associate doctors.
Qualifications:
Associate's degree (A. A.) or equivalent from two-year College or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before small groups of customers or employees of hospital.
Lead CSR must be experienced with basic computer and printer tasks and operations. Experience with various veterinary software helpful.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to examine situations in a neutral manner to determine the best course of action for the whole, not just an individual.
Skills and knowledge: Requires knowledge of hospital procedures outlined in the current employee manual as well as those that are implied (reasonable expectations). Knowledge of spelling and the meaning of commonly used veterinary terminology in order to accurately enter specific information into patient records. Requires strong customer service skills.
Non-exempt position
