Team Leadership and Front Desk Oversight
• Lead the CSR team by setting a professional and service-oriented example.
• Support hiring, onboarding, and ongoing training of CSR team members.
• Organize and adjust front desk schedules to maintain adequate coverage.
• Conduct performance feedback, coaching, and role development discussions in partnership with leadership.
• Identify opportunities to improve workflows and implement process enhancements.
Client Communication and Scheduling
• Oversee scheduling practices and ensure appointments are booked efficiently across providers.
• Respond to and resolve complex client concerns or complaints.
• Ensure timely and professional communication via phone, email, and digital tools.
• Reinforce and audit appointment reminder, confirmation, and follow-up systems.
Client Relations and Service Delivery
• Welcome clients and their pets warmly, ensuring a positive and consistent experience.
• Triage inquiries and ensure accurate handoff of medical concerns to clinical staff.
• Promote practice services, wellness plans, and active campaigns to increase client engagement.
• Manage service recovery when needed, addressing concerns with empathy and professionalism.
Technology and Information Management
• Maintain accurate and complete patient and client records in the practice management system.
• Oversee CSR handling of billing transactions, payment plans, and insurance processing.
• Ensure records are up-to-date and documentation standards are met.
Support of Clinical and Practice Operations
• Provide accurate post-visit instructions to clients and ensure discharge protocols are followed.
• Support inventory communication, online product education, and client navigation of virtual tools.
• Assist in maintaining cleanliness and organization of the reception area and shared spaces.