Weekend Overnight CSR @ Innovetive Petcare

Weekend Overnight Veterinary Client Service Representative (CSR) Animal Emergency & Specialty Center | Chattanooga, TN Are you a night owl with a passion for helping pets and the people who love them? Animal Emergency & Specialty Center (AESC) in Chattanooga, TN, is seeking a compassionate, dependable, and detail-oriented Weekend Overnight Veterinary Client Service Representative (CSR) to join our emergency and specialty veterinary team! As one of the first points of contact for clients during overnight emergencies, you'll play an essential role in providing reassurance, clear communication, and exceptional customer service when pet owners need it most.

You'll work closely with our veterinarians, veterinary technicians, and support staff to help ensure a smooth experience for clients and their pets throughout the night. If you thrive in a fast-paced environment, can remain calm under pressure, and enjoy making a meaningful difference for animals and their families, we'd love to hear from you!

• Schedule Weekend Overnights | Friday–Sunday Hours: 5:00 PM – 5:00 AM Three 12-hour overnight shifts per week Emergency and specialty veterinary hospital setting Weekend and overnight availability required Client Relations & Communication Welcome clients and their pets with compassion, professionalism, and empathy during emergency veterinary visits.
• Answer incoming calls, respond to client inquiries, and provide exceptional veterinary customer service.
• Serve as a liaison between clients, veterinarians, veterinary technicians, and referring primary care veterinarians (pDVMs).
• Communicate patient updates and care information under the direction of the veterinary medical team.
• Provide reassurance and emotional support to pet owners navigating stressful or unexpected medical emergencies.
• Financial Coordination & Client Education Collect deposits and process payments for emergency veterinary services, treatments, procedures, and hospitalizations.
• Explain treatment estimates, pricing, payment policies, and financial expectations clearly and professionally.
• Educate clients about third-party financing options, including CareCredit and Scratchpay.
• Review charges and assist with basic financial auditing to ensure accurate and complete invoices.
• Emergency Intake & Patient Coordination Answer and appropriately prioritize incoming emergency calls following established hospital triage protocols.
• Coordinate urgent patient arrivals, emergency admissions, and specialty consultations.
• Complete patient registration, intake forms, consent documents, and treatment authorizations.
• Maintain accurate and detailed patient information in the electronic medical record (EMR) system.
• Assist with coordinating patient flow, client visitations, and communication between the reception and clinical teams.
• Veterinary Hospital & Team Support Maintain a clean, organized, and welcoming reception area and client lobby throughout overnight shifts.
• Collaborate closely with veterinarians, veterinary technicians, and support staff to ensure efficient hospital operations.
• Assist with escorting clients and patients to exam rooms as needed.
• Prepare and manage documentation for emergency procedures, specialty services, and hospitalized patients.
• Balance incoming calls, client needs, financial transactions, and administrative responsibilities in a busy emergency environment.
• Remain calm, organized, and adaptable when responding to unexpected or time-sensitive situations.