About this role
Austin Urban Veterinary Center | Austin, TX Join Our Veterinary Team in Downtown Austin! Austin Urban Veterinary Center is looking for an enthusiastic, dependable, and compassionate Client Service Coordinator (CSC) to join our team! This position may be part-time or full-time and is ideal for someone who loves people, cares deeply about pets, and thrives in a busy, interactive veterinary hospital environment. As the first point of contact for our clients and their pets, you'll play an important role in creating a welcoming, positive experience from the moment they walk through our doors. We consider our clients and their pets part of our family, and we're looking for someone who shares that philosophy. If you're a friendly, detail-oriented team player who enjoys helping people, solving problems, and working in a fast-paced veterinary environment, we'd love to meet you! Client Service & Veterinary Reception Welcome every client, visitor, and team member with a warm, professional greeting. Create a positive first impression through friendly body language, eye contact, and an approachable demeanor. Assess each client's needs and the pet's general condition upon arrival and appropriately prioritize concerns. Route emergency calls and promptly connect clients with the appropriate veterinary team member. Provide compassionate, professional, and solutions-oriented customer service in person and over the phone. Listen empathetically and communicate clearly, calmly, and respectfully, particularly when clients are worried or distressed. Process accurate and thorough patient admissions and check-outs, including collecting payments. Work closely with the veterinary nursing team to minimize client wait times in the lobby and exam rooms. Keep clients informed about delays and serve as a liaison between clients and hospital team members. Monitor the lobby and help maintain a clean, organized, and welcoming environment. Answer and route telephone calls using professional telephone etiquette. Respond to non-patient calls and visitors and connect them with the appropriate team member. Confirm appointments and ensure clients receive accurate information regarding appointment preparation. Cancel and reschedule appointments as needed. Document client communications accurately in the hospital's practice management software. Handle client concerns professionally and escalate complaints to management when appropriate. Patient Records & Administrative Support Prepare medical records prior to appointments. Maintain accurate client and patient records and promptly file or attach necessary documentation. Enter and update client, patient, and primary care veterinarian information accurately. Use hospital software to access and document client and patient history. Deliver and send faxes, emails, and other correspondence to the appropriate individual. Demonstrate proficiency with telephone system functions, including hold, transfer, voicemail, and overhead paging. Reconcile daily receipts with hospital system records. Maintain an accurate cash drawer and process cash, credit, and other payments. Explain payment options and assist clients with CareCredit applications. Complete accounting logs and basic financial calculations accurately. Maintain professional written communication with excellent spelling, grammar, and attention to detail. Compassionate Pet Aftercare Explain aftercare options to clients following the loss of a pet. Complete deceased pet aftercare documentation accurately. Provide emotional support and appropriate resources to grieving clients with compassion and discretion. Coordinate with service agencies and hospital team members to ensure the handling of pet remains is complete, accurate, and compassionate. Teamwork & Problem-Solving Work collaboratively with veterinarians, veterinary technicians, assistants, and other hospital team members. Take ownership of client and operational issues from identification through resolution. Proactively identify tasks and opportunities to improve client care and hospital organization. Seek assistance when needed while remaining accountable for helping facilitate a successful outcome. Maintain composure and sound judgment during emergencies and high-stress situations. Perform other duties as assigned.