About this role
Weekday Evening Veterinary Client Service Representative (CSR) Animal Emergency & Specialty Center | Chattanooga, TN Are you passionate about helping pets and the people who love them? Animal Emergency & Specialty Center (AESC) in Chattanooga, TN, is seeking a compassionate, dependable, and detail-oriented Veterinary Client Service Representative (CSR) to join our emergency and specialty veterinary team! As the first point of contact for our clients, you'll play an essential role in providing a welcoming, supportive, and organized experience during some of the most stressful moments in a pet owner's life.
You'll work closely with our veterinarians, veterinary technicians, and support staff to ensure exceptional client communication and patient care. If you thrive in a fast-paced environment, enjoy helping people and animals, and can remain calm under pressure, we'd love to hear from you!
- Schedule Weekday Evenings | Monday–Friday Evening shift Emergency and specialty 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 hospitalizations . 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 visits, specialty consultations, rechecks, and patient appointments . 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 for specialty procedures, hospitalized patients, and emergency cases.
- Veterinary Hospital & Team Support Maintain a clean, organized, and professional veterinary reception area and client lobby . Collaborate 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 visitations.
- 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 responsibilities in a busy 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.