Client Service Representative

Client Services Representative

Southern Oregon Veterinary Specialty Center (SOVSC), located in Central Point, Oregon, is the premier 24/7 Specialty + Emergency veterinary hospital serving a 250-mile radius. Our team includes board-certified specialists in Surgery, Emergency and Critical Care, Internal Medicine, and more. With advanced capabilities like blood transfusions, chemotherapy, and complex surgical procedures, we offer comprehensive, compassionate care to pets and their families.

Our mission is to support the special bond between pets and their humans by providing expert care and guidance during every step of their journey with us. We are seeking individuals with strong communication skills, critical thinking abilities, and a genuine passion for helping others to join our Client Services team. If you thrive in a fast-paced environment and enjoy making a difference, we want to hear from you!

The Client Services Representative (CSR) is the first point of contact for clients and plays a critical role in ensuring a seamless and welcoming experience at Southern Oregon Veterinary Specialty Center (SOVSC). This position is responsible for managing client check‑ins, processing payments, and facilitating effective communication between clients, veterinarians, and hospital staff. CSRs provide essential administrative support while maintaining an organized and professional front office environment.

As a key member of our Client Services team, the Client Services Representative proactively anticipates client needs, provides accurate information, and ensures hospital operations run efficiently. This role requires strong communication skills, attention to detail, and a commitment to excellent customer service.

• Checking in all appointments and ER arrivals with accuracy and efficiency.
• Ensuring all client and patient information is correctly entered and up to date.
• Communicating effectively with veterinary technicians, doctors, and fellow team members to facilitate smooth hospital workflow.
• Presenting treatment plans with confidence and assisting in financial discussions.
• Monitoring client wait times and providing timely updates regarding pet status.
• Explaining the triage process to clients and managing expectations for emergency visits.
• Accurately quoting exam fees and payment options based on hospital policies.
• Handling medical records requests, including faxing and emailing referral records.
• Providing accurate directions to the hospital for clients traveling from different areas.
• Identifying potential contagious cases and implementing appropriate protocols to minimize exposure.
• Processing euthanasia requests with professionalism and compassion.
• Preparing and processing all client paperwork for scheduled and emergency cases.
• Ensuring accurate processing of financial transactions, including deposits, payments, and refunds.
• Utilizing Smart Flow & Ezy Vet software to manage records, scheduling, and invoicing.
• Scanning, renaming, and attaching client documents into Smart Flow & Ezy Vet.
• Assisting clients with Care Credit applications and payment processing.
• Calling in prescriptions as directed by a veterinarian and ensuring proper documentation.
• Filing and organizing signed client and financial documents.
• Following up with clients regarding pet ashes and coordinating pick‑up.
• Using the intercom system to transfer calls and direct inquiries appropriately.
• Handling incoming records, lab work, and radiographs for upcoming appointments and following up as needed.
• Ensuring radiographs are sent to the radiologist for review as required.
• Adhering to hospital policies as outlined in the Employee Handbook.

• Preparing and sending sympathy cards to grieving pet owners.
• Maintaining a clean and organized front office, Client Services area, and exam rooms.
• Stocking and cleaning the coffee bar for client use.
• Ensuring Client Services area walls, floors, chairs, and rugs remain clean and clutter‑free.
• Disinfecting and restocking exam rooms according to hospital protocols.
• Maintaining hospital bathrooms in a clean and stocked condition.
• Ensuring front‑office printers are stocked and functioning.