Veterinary Client Service Representative - Lead

Veterinary Client Service Representative - Lead

Central Maui Animal Clinic, the only 24‑hour emergency veterinary facility on Maui, seeks an experienced full‑time Veterinary Client Service Representative – Lead. The position offers a sign‑on bonus up to $1,000 and a benefits package that includes medical, dental, vision, 401(k), life insurance, and pet benefits.

Provide outstanding client service: answer phone, differentiate routine vs. emergency cases, schedule appointments, greet clients, admit and checkout patients, process payments, manage financial information, and communicate between clients and staff.

• Operate a multi‑line telephone system, place callers on hold, transfer calls, and page staff; take and route messages.
• Follow hospital guidelines for communicating with clients on inquiries, appointments, medical questions, emergencies, and prescription refills.
• Handle basic questions about hospital services, fees, and animal care; direct other questions to a veterinarian, Practice Manager, or staff.
• Communicate with clients regarding invoices and pets’ medical status.
• Maintain knowledge of current wellness‑care standards and common medical problems.
• Schedule appointments efficiently to meet client needs and optimize staff time.
• Accurately enter and retrieve records, reports, fees, and charges and maintain the database.
• Assist staff with cleaning and straightening public areas of the practice.
• Represent the hospital with courtesy, tact, and a positive attitude toward clients, patients, and staff.
• Seek additional work during downtime, assist other employees, and fill in as needed.
• Perform other duties as directed.

• Create and foster a respectful and inclusive team environment, celebrating differences to promote engagement and low turnover.
• Help sustain an environment that supports team members, ensuring training, feedback, and qualifications through coaching.
• Engage in team wellbeing, focus on personal connections and check‑ins to support job satisfaction.
• Address team member concerns and issue follow‑ups with the Practice Manager.
• Address emergent client escalations and urgent requests to maintain satisfaction.
• Act as Thrive Ambassador, educating, modeling, and supporting company initiatives.

• Prior experience as a veterinary CSR/receptionist.
• High level of customer service, multitasking, and communication.
• Preferred: experience as a lead/supervisor or management position.
• Availability to work all shifts, including evenings and weekends.
• Ability to routinely lift 40+ pounds; 50+ pounds with assistance.
• Frequent or extended standing, kneeling, bending, crouching, reaching – often in awkward positions.
• Exposure to hazard situations/chemicals, including anesthetic and sterilant gases, radiant energy, infectious diseases, cleaning solutions, and aggressive animals.
• Reliable attendance and punctuality.

At least two years’ recent experience in an office or medical environment with increasing responsibilities.

4×10 hour day shifts.

$20–$22 per hour; actual rate determined by skill set and experience.