About this role
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.