At Vale Park Animal Hospital, the staff has a variety of tasks to handle every day. One of the most important departments to make sure that happens consistently is the Client Service Representative team.
Kyrsten McCoy, client service representative, helps manage several different responsibilities as a member of this team.
“Our team has the responsibilities of having general knowledge of vaccines and treatments, medical terminology, surgical protocols, Fear Free practices, financial management and systems, time management for exams, and many others,” McCoy said. “We also need to be knowledgeable of preventatives for heartworm, fleas, and ticks. We’re the first to assess the severity of an emergency exam, while also preparing appointment charts and discussing concerns from the clients.”
The Client Service Representative team also has the responsibility of preparing referral forms to specialty centers, planning and preparing Health Certificates (domestic and international), and giving a warm welcome to their clients and their pets.
Each station in the Client Service Representative team has slightly different roles from one another. The front desk greets patients, offers calming solutions, receives updated client information, and maintains a clean lobby. The phone room handles calls, and emails and sends out proper records for the patients. The lodge desk greets patients but focuses on scheduling, boarding, and grooming services as well.
In total, there are eight members of the Client Service Representative team at Vale Park Animal Hospital. The staff includes Kyrsten, Jeni, Gina, Erica, Carla, Brittany, Sara, and Megan. They are the group that handles the bulk of the responsibilities from these three stations.
“We also help the other departments by watching for fear, anxiety, and stress signs in the lobby,” McCoy said. “If we notice any of these signs, we will load the client or patient into the exam room and collect a current weigh-in. We also have a few members of the team that have learned how to help with packaging blood work and taking X-rays.”
Communication and relationship management are probably the two most important qualities to have as a member of the Client Service Representative team.
“This helps us establish relationships with our clients and the rest of our clinic,” McCoy said. “We wouldn’t be able to provide the care and support needed for our patients without it. We act as a ‘middle-man’ between our clients and doctors most of the time so we must be able to effectively collect info and ask correlating questions to relay information back to the owners or the doctors.”
There are plenty of roles that the Client Service Representative team accounts for in order for Vale Park Animal Hospital to be a safe place for pets to receive the care they need.
“From calling in to discuss concerns with a doctor or checking in at the front desk, the Client Service Representative team is the first impression that clients and patients receive at Vale Park,” McCoy said. “We try to create a calm and understanding environment specific to each client and patient since every situation can be different.”
There’s nothing that brings a brighter smile to the faces of the Client Service Representative team than seeing happy puppies and kittens. They’re always looking for ways to improve upon techniques and communicate in the best way possible to bring the best care and positive news to their clients.
For more information on Vale Park Animal Hospital, you can visit its website.
