Job Summary

• The Senior CSR oversees and provides exceptional customer service to our clients and their pets by building sustainable relationships of trust through open and interactive communication, providing accurate, valid and complete information by using trained methods/tools, keeping records of customer interactions, process customer accounts and file documents, follows communication procedures, guidelines and policies and takes the extra mile to engage customers.

General Accountabilities    

• Ensure quality client6 communication through accurate use of electronic medical record keeping, clerical duties client education.
• Promote hospital services and products; support staff members through knowledge of hospital procedures, protocols, etc.
• Establish a trust between MAH and our clients
• Maintain the established service, safety, and housekeeping standards.
• Learn effective communication skills with clients and outside contacts
• Conduct self as a professional to all employees
• Oversees patient check-in process, invoicing clients, and patient discharges.  Manages front office traffic flow.  Advanced functions in AVImark as well as Accounts Receivable, held check policy, charges, and payments.  Assists with financial problem solving – Care Credit and Payment Plans.
• Oversees telephone communications – handles difficult conversations, problem solves.
• Helps manage partner relationships, pet insurance protocols, etc.
• Manages the CSR staff and provides support and mentorship.etc.
• Upholds and set as an example hospital protocols and MAH.Standards
• Comply with safety standards within OSHA regulations.

Qualifications

• Prerequisite is CSR I, II OR five (5) years customer service experience.
• Should have strong communication skills and be an active listener
• Can multitask and prioritize
• Required High School Diploma or GED

Competencies

• Prioritizes and plans work activities; Uses time efficiently
• Problem Solving – Works well in group problem solving situations
• Oral Communication – speaks clearly; Listens and gets clarification when necessary
• Witten Communication – writes clearly and concisely; Edits work
• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality
• Adapts to changes in the work environment; Manages competing demands; Able to handle frequent change, delays, or unexpected events.

Physical Demands

• Occasionally required to sit
• Frequently required to stand and walk
• Required to use hands to finger, handle, or feel – finger dexterity and hand coordination required
• Specific vision abilities required are:  close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust or focus
• Occasionally required to reach with hands and arms
• Frequently required to talk or hear
• Occasionally required to bend, lift, or climb
• Often required to lift light weights (less than 25 pounds)
• Occasionally required to lift moderate weights (25-40 pounds)
• Infrequently required to lift, with assistance, weight 50 pounds or above

 Work Environment:

• Exposure to moving mechanical parts
• Exposure to fumes or airborne particles
• Exposure to toxic or caustic chemicals
• Possible risk of electrical shock
• Possible risk of radiation
• The noise level in the work environment is usually loud with large amount of background noise