Brittnie Delgado
Oxnard,CA
Summary
I am a knowledgeable and professional veterinary client service representative skilled in administrative support. I also have experience as a veterinary emergency doctor's assistant. I bring 10 + years of experience managing fast-paced offices, front desk operations. I demonstrate strong problem solving and communication skills. I bring a love for animals and a strong work ethic, I am committed to working as part of an amazing team. I am reliable and committed to client satisfaction.
Overview
20
20
years of professional experience
Work History
Client Service Representative
101 Pet Vet
08.2023 - Current
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with attention to client information updates.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company's resources.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Appointment, surgery and procedure scheduling.
- Assisted clients with the check-in, and check-out procedures using Avimark computer software.
- Refilled approved prescription medication requests, both online and in the hospital.
- Operated on a multi line phone system, maintained quick responses to clients via emails and other online portals such as PetDesk.
CSR / Veterinary Doctor's Assistant
Horizon Veterinary Specialists
06.2020 - 05.2023
- Educated customers about billing, payment processing and support policies and procedures.
- Trained staff on operating procedures and company services.
- Offered advice and assistance to clients, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Submitted pet insurance claims to multiple companies including Trupanion.
- Attended training meetings with a Trupanion field representative and was informed on the procedures of submitting claims and assisting clients through the process.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of patient care creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Enhanced productivity by anticipating needs of the emergency criticalist on staff.
- Answered constant flow of customer calls with minimal wait times.
- Referred to and consulted with physicians and other healthcare providers on patient care.
- Collaborated with medical and administrative personnel to maintain patient-focused, compassionate environment.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Oriented and trained new staff on proper procedures and policies.
- Explained procedures to patients to reduce anxieties and increase client cooperation.
- Collected and documented patient medical information such as blood pressure and weight.
- Conducted rounds in hospital with critical care doctors and internal medicine specialists.
- Kept detailed records of animal treatments and medications.
- Assisted with euthanasia procedures in humanely and compassionately to minimize suffering.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Collected patient biopsies and blood samples for laboratory analysis.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Answered owner animal health questions and advised on best care practices.
- Collected and processed samples for laboratory testing.
- Assisted with rescue / adoption process providing support and addressing any arising issues.
Receptionist /Pharmacy Technician
Telegraph Canyon Animal Medical Center
01.2016 - 07.2016
- Scheduled surgery and routine appointments for several doctors.
- Provided administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules.
- Answered and directed incoming calls using multi-line telephone system.
- Responded to customer concerns and issues by email and telephone.
- Processed payments for clients and updated accounts to reflect balance changes.
- Scheduled surgical appointments and gave appropriate instructions for scheduled procedure.
- Took accurate messages for staff and management to facilitate speedy communication.
- Sorted and distributed business correspondence to correct department or staff member, reducing dropped communications and enabling faster responses to key requests.
- Kept reception area clean and organized to offer positive first impression to every visitor.
- Sorted incoming mail and directed to correct personnel each day.
- Filled approved medication requests for patients.
Receptionist
Animal Dermatology Clinic
02.2010 - 01.2013
- Process financial transactions for clients.
- Reviewed pet records from daily visits and appointments, entering all important data into system.
- Set up appointments for checkups and scheduled veterinary consultations and surgical visits for approximately several animals per day.
- Maintained office supplies inventory by checking stock and ordering new supplies as needed.
- Trained new staff members in reception.
- Contacted other medical facilities to confirm medical histories and prevent inaccurate diagnoses.
- Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services in busy a office with 5 different providers.
- Filled correct dosages of approved medication refill request.
- Atteneded monthly confrences about new products and procedures.
Veterinary Receptionist
Pleasant Valley Animal Hospital
03.2004 - 05.2010
- Answered 30-40 average daily phone calls to schedule routine and surgical appointments, as well as address patient inquiries.
- Maintained office supplies inventory by checking stock and ordering new supplies as needed.
- Prepared exam rooms for appointment needs.
- Filled approved medication requests.
- Interviewed patients to collect medical information and insurance details.
- Pet sitting for clients upon request, admisintering medications and providing special care while pet owner was away.
Education
High School Diploma -
Rio Mesa High School
06.2007
Skills
- Customer service
- Organization
- Multitasking
- Caring and compassionate towards patient and patient owner
- Reliable
- Hardworking and eagar to learn quickly
- Works well with all staff members and demonstrates kindness at even the toughest of times
- Credit Card Payment Processing
- Microsoft Word
- Customer Relations
- Staff Training
- Microsoft Excel
- Refund Processing
- Managing Multiple Tasks
- Conflict Resolution
- System Implementation
- Problem-Solving Ability
- Multi-Line Telephone Operation
- Accounts Payable and Accounts Receivable
Additional Information
Server at Basil and Mint Cafe
Camarillo, CA
Jan 2017 - June 2018
Duties included customer service, food safety handling, multi-tasking and entering payments of all customers into computer system.
Timeline
Client Service Representative
101 Pet Vet
08.2023 - Current
CSR / Veterinary Doctor's Assistant
Horizon Veterinary Specialists
06.2020 - 05.2023
Receptionist /Pharmacy Technician
Telegraph Canyon Animal Medical Center
01.2016 - 07.2016
Receptionist
Animal Dermatology Clinic
02.2010 - 01.2013
Veterinary Receptionist
Pleasant Valley Animal Hospital
03.2004 - 05.2010
High School Diploma -
Rio Mesa High School
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