Relief Customer Service Representative

The Customer Service Representative (CSR) is an essential member of the veterinary hospital team and serves as the primary point of contact for clients and their pets. The CSR is responsible for creating a welcoming, compassionate, and professional client experience while supporting the hospital’s daily operations.

This position requires excellent communication, organization, attention to detail, and the ability to remain calm and professional in a fast-paced medical environment. The CSR works closely with doctors, veterinary technicians, assistants, and hospital leadership to ensure efficient patient flow and a positive experience for both clients and team members.

We are looking for someone to join our team as a relief customer service representative for a few months, with the possibility of growing into a permanent role.

• Welcome clients and patients warmly and professionally upon arrival.
• Answer incoming phone calls, emails, and other client communications promptly and courteously.
• Schedule, confirm, and modify appointments according to hospital protocols and doctor availability.
• Communicate appointment expectations, hospital policies, and required information clearly to clients.
• Assist clients with questions regarding services, medications, medical records, referrals, and general hospital processes.
• Maintain a compassionate and professional demeanor when working with clients experiencing stressful or emotional situations.
• Recognize client concerns and appropriately escalat​e medical or service‑related issues to the appropriate team member or hospital leadership.
• Provide clear communication regarding estimated costs, payment expectations, and available payment options.

• Accurately check patients in and out of the hospital.
• Verify and update client and patient information, including contact information, patient history, and referring veterinarian information.
• Confirm appointment details and ensure appropriate paperwork and consent forms are completed.
• Prepare invoices and review charges with clients at checkout.
• Process payments accurately using approved payment methods.
• Provide receipts, medication instructions, medical records, and other appropriate discharge materials.
• Ensure outstanding balances and financial concerns are addressed according to hospital policy.

• Maintain an organized and efficient appointment schedule.
• Coordinate appointments between doctors, technicians, procedures, drop-offs, and other hospital services.
• Identify scheduling conflicts and communicate with the medical team to resolve them.
• Confirm upcoming appointments and follow established protocols for reducing missed appointments and cancellations.
• Assist with managing patient flow throughout the hospital to help minimize client wait times.
• Coordinate referrals, outside diagnostics, specialty appointments, and medical record requests as needed.

• Maintain accurate and complete client and patient records.
• Scan, upload, and organize medical documents and outside records.
• Request medical records from referring hospitals and specialty facilities when needed.
• Assist with prescription and medication refill requests according to hospital protocols.
• Communicate refill requests to the appropriate medical team member.
• Maintain confidentiality of client and patient information.
• Complete administrative tasks accurately and within established timelines.

• Maintain a clean, organized, and professional reception and client-service area.
• Monitor supplies and notify hospital leadership when front-desk or client-service supplies need replenishment.
• Support hospital protocols related to…