Classification Title:
Call Center Agent I (CARE)
Job Description:
The Call Center Agent for the Small Animal Hospital is a key role within our hospital. The candidate will serve as the primary, on-site contact for clients and referring veterinarians. The candidate is expected to build and maintain a beneficial hospital-client relationship. This position will be responsible for answering all incoming calls, which range from routine appointment scheduling to emergencies. The candidate will be responsible for maintaining multiple appointment schedules for both our doctors and our clients. Other job duties may include (but are not limited to): Client registration, medical records, invoice review, and payment collection. The candidate will be required to successfully educate clients on the wide variety of services offered by the services. This role is not intended for remote work.
This position is of primary importance to the Small Animal Hospital in that the individual will be in contact with a large percentage of clients and therefore sets the theme of their continued relationship with the hospital. It requires a composed, sincere individual capable of handling a wide variety of situations even under the most stressful conditions. The individual must possess good public relations skills, excellent communication skills, initiative to problem solve, active listening skills, confidence in handling customer interactions, relationship building skills, projecting a professional image, patience and good interpersonal skills.
Duties include but not limited to
o Schedule appointments which includes new evaluations, rechecks, procedures/surgeries and cancellations
o Provide estimates for standard services
o Transfer to the appropriate individual/service for more information
o Send documents (such as directions, discharge forms)
o Provide general information for the Small Animal Hospital services
o Handle calls efficiently to minimize the time on the call
o Make interaction personal with caller by using caller’s name and pet’s name
o Be professional, courteous, and friendly
o Active Listening
o Provide accurate information with empathy and professionalism
o Transfer calls only after announcing caller and receiving the permission of the recipient
o Maintain a positive tone while on call
o Follow call etiquette protocol
• All communication shall be professional, respectful, and cordial at all times.
• All messages are documented in Cornerstone and (if necessary) sent by e-mail.
• Educate owners about the hospital services we provide including specialized procedures, utilization of the latest technology, and the most current clinical trials available.
• Able to navigate and edit the Cornerstone Medical Record for registering patients, scheduling, and answering clients/rDVM questions
• Able to appropriately and professionally answer CISCO phones
Expected Salary:
$16.00 – $17.00 / hourly
Minimum Requirements:
High school diploma or equivalent and one year of relevant experience.
Preferred Qualifications:
-Experience with veterinary medicine in a general practice environment.
-Excellent customer service skills
-Good communication skills. Specifically, verbal proficiency (telephone and person-to-person) and above-average literacy skills (ability to read and compose grammatically correct sentences) are critical to the success of this position.
-Good computer skills
-Ability to deal with the public in a tactful and courteous manner
-Ability to plan, organize and coordinate
Special Instructions to Applicants:
This position has been reposted. Previous applicants are still under consideration and need not reapply.
In order to be considered, you must upload your cover letter and resume.
Application must be submitted by 11:55 p.m. (ET) of the posting end date.
This is a CARE position offering limited benefits, including health insurance and paid time off.
This position is eligible for veteran’s preference. If you are claiming veteran’s preference, please upload a copy of your DD 214 Member Copy 4 with your application for consideration. See our Veteran’s Preference Page for more specific information.
Health Assessment Required:
Yes; Must be able to lift a minimum of 40 lbs, bend, kneel, pull, push, twist and stand for an extended period of time.
Advertised: 27 Sep 2023 Eastern Daylight Time
Applications close: 04 Oct 2023 Eastern Daylight Time