Are you passionate about helping pets and the people who love them? We are seeking a friendly, dependable, and detail-oriented Veterinary Client Service Representative (CSR) to join our growing veterinary team. As the first point of contact for our clients, you’ll play an essential role in creating a welcoming, compassionate, and organized experience while supporting our veterinarians and technicians in delivering exceptional patient care.
If you thrive in a fast-paced veterinary clinic, enjoy providing outstanding customer service, and have excellent communication skills, we’d love to hear from you!
Schedule
Friday–Sunday | 3:00 PM–3:00 AM
- Full-time weekend schedule
- Evening/overnight hours
- Emergency veterinary hospital setting
Client Relations & Communication
- Greet clients and their pets with a compassionate, professional, and welcoming approach in a fast-paced veterinary emergency hospital.
- Answer incoming phone calls, respond to client questions, and provide exceptional veterinary customer service.
- Serve as a key liaison between clients, veterinarians, veterinary technicians, and referring primary care veterinarians (pDVMs).
- Provide timely patient updates and communicate care information under the direction of the veterinary medical team.
- Support clients with empathy and professionalism during stressful, emotional, and emergency situations.
Financial Coordination & Client Education
- Collect deposits and process payments for emergency veterinary services, procedures, and hospitalization.
- Clearly explain estimates, pricing, payment policies, and financial requirements to clients.
- Educate clients about available third-party financing options, including CareCredit and Scratchpay.
- Review charges and perform basic financial audits to help ensure accurate and complete invoices.
Appointment Scheduling & Patient Flow
- Schedule and coordinate emergency veterinary appointments, specialty consultations, rechecks, and patient visits.
- Triage incoming calls and assist with coordinating urgent patient admissions under established hospital protocols.
- Maintain accurate patient information and appointment details in the electronic medical record (EMR) system.
- Coordinate patient flow, client visits, and communication between the front desk and clinical teams.
Patient Intake & Medical Records
- Complete and process patient intake forms, consent forms, treatment authorizations, and other medical documentation.
- Obtain and accurately enter client and patient information into the hospital’s EMR system.
- Maintain organized, accurate, and up-to-date veterinary medical records.
- Prepare documentation and paperwork for specialty procedures, hospitalized patients, and emergency cases.
Veterinary Hospital & Team Support
- Maintain a clean, organized, and professional veterinary reception area and client lobby.
- Work closely with veterinarians, veterinary technicians, assistants, and other hospital staff to support efficient patient care and workflow.
- Assist with escorting clients and patients to exam rooms and coordinating patient visitation.
- Help ensure clear and timely communication between the front desk and medical team.
Emergency Veterinary Support
- Remain calm, organized, and compassionate while assisting with emergency veterinary triage and patient intake.
- Prioritize incoming calls, client needs, and administrative tasks in a high-volume emergency environment.
- Prepare and manage documentation for emergency procedures, specialty services, and hospitalized patients.
- Support the veterinary team during urgent situations while maintaining excellent client communication.
- Previous experience as a veterinary receptionist, veterinary client service representative, veterinary assistant, veterinary technician, or animal hospital receptionist preferred.
- Experience in a veterinary emergency hospital, specialty hospital, or fast-paced veterinary clinic is a plus.
- Strong verbal and written communication skills with a high level of empathy and emotional intelligence.
- Ability to remain calm, professional, and organized in high-stress or emergency situations.
- Ability to multitask and prioritize competing responsibilities in a fast-paced veterinary environment.
- Basic understanding of veterinary terminology, common medical conditions, and emergency presentations.
- Experience with veterinary practice management or EMR software; familiarity with Instinct or VIA is a plus.
- Comfortable handling financial transactions and confidently discussing estimates, payments, and treatment costs with clients.
- Strong attention to detail and ability to maintain accurate medical and financial records.
Education & Physical Requirements
- High school diploma or equivalent required.
- Ability to stand and walk for extended periods throughout the shift.
- Ability to assist with and safely handle patients weighing up to 40 lbs. when needed.
- Ability to work effectively in a busy 24-hour or emergency veterinary hospital environment.
- Paid time off
- Health insurance
- Dental Insurance
- Vision insurance
- Employee discounts
- Flexible schedules
- 401K with company match
- Training and Career development
