Overview
Lead Customer Service Representative Jobs in Brentwood, NH at Community Veterinary Partners
The Lead Customer Service Receptionist (“LCSR”) is a leader in the Hospital and works in partnership with the Practice Manager (PM), Lead Doctor (LD) and Lead Technician (LT)to ensure an excellent experience for our clients and their pets. The LCSR manages all activities related to the front desk.
The LCSR reports to the Practice Manager. Key responsibilities include:
Ensuring an excellent customer experience for all clients in all interactions with the Hospital.
Giving critical feedback to front-desk personnel and participating in reviews of front-desk personnel.
Assist PM in hiring new receptionists, along with managing and training receptionists.
Scheduling front-desk personnel in an efficient manner consistent with budgetary goals.
Ensuring an accurate end-of-day transaction procedure, including reconciling invoices, balancing the cash drawer and preparing the deposit.
Organizing and managing regular team meetings and in-house continuing education.
Participating in hospital leadership meetings and sharing results with the CSR team.
Documenting and addressing client complaints concerning front desk.
Escalating complaints, as appropriate, to the Practice Manager.
Practicing and promoting efficient and effective communication between clients, doctors, and technical staff.
Maintaining positive working relationships (team approach) between front desk and clinicians, front desk and technical staff.
Assisting in triaging medical needs for patients by phone to manage appropriate appointment schedules
In addition, the LCSR will be responsible for daily reception shifts. Responsibilities during the reception shifts include:
Generally: Ensuring an excellent customer experience for all clients.
Phone Reception: Answering client questions, scheduling appointments and surgeries, recording messages for doctors and staff.
Greeting Clients: Warmly greeting clients as they enter the Hospital, checking in patients, dispensing medications and prescriptions and invoicing clients.
Checking Out Clients: Reviewing in detail the invoice for each client, taking payment and making change and scheduling follow-up appointments.
Supporting Team Members: As necessary, helping other Hospital team members in performance of their duties.
Benefits- Shift differential, PTO, CE, Uniform allowance, Health, Dental, Vision, Pet Discount
Title: Lead Customer Service Representative
Company: Community Veterinary Partners
Location: Brentwood, NH
