Client Service Representative

VCA Southridge Animal Hospital, an AAHA Accredited hospital located in Kennewick, WA, is seeking a Full‑Time Client Service Representative to join its front office staff.

Client Service Representative

Front Office Staff

Non-Exempt (Full-Time)

Meet and greet clients and pets, coordinate and represent all facets of client services, and serve as a goodwill ambassador for the hospital.

• Excellent client and phone service skills
• Friendly, outgoing, people-oriented
• Strong communication and teamwork abilities
• Well-groomed, organized, detail-oriented
• Ability to take direction and handle money accurately
• Sound decision‑making; capable of multi‑tasking in a stressful environment
• Basic computer skills preferred

• High School Diploma or equivalent
• Experience interacting with the public (e.g., restaurant, retail, or service industry)
• Veterinary hospital or doctor's office experience is a plus

• Schedule appointments and emergencies
• Delay disputed charges until supervisor review
• Resolve client service issues within guidelines

• Dependable attendance
• All animal allergies controllable via medication
• Lift up to 40 pounds
• Willingness to work long or irregular hours under pressure
• Walk, bend, stand and reach constantly during an 8‑hour day
• Sufficient visual, hearing, and fine‑motor skills for recordkeeping and office equipment

• Practice VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service
• Ensure clients and pets feel welcome and comfortable
• Act as an ambassador creating and maintaining goodwill for the hospital
• Build rapport and greet clients and pets by name
• Understand client needs and initiate meeting those needs
• Help new clients complete registration and inform them of available services
• Provide updates on delays and waiting times
• Educate clients on general pet care: diet, vaccines, dental care, routine laboratory tests, heartworm preventatives, housebreaking, flea and tick control
• Generate, present and explain fee estimates for treatment/surgery
• Handle client complaints with concern and diplomacy
• Accurately communicate medical/surgical information
• Send client cards, letters, and client education materials as directed

• Exhibit a “come in now” attitude toward clients and patients
• Answer telephone promptly and use excellent etiquette
• Encourage appointment creation for any concerning issues
• Schedule and manage appointments, re‑check appointments, surgeries, and drop‑offs
• Reschedule missed appointments
• Call clients to confirm, remind of missed appointments, laboratory results, and procedure callbacks
• Refuse to diagnose pet health problems over the phone

• Keep charts and records updated with current client and patient information
• Prepare charts for new clients and patients
• Ensure necessary forms, authorizations, and instructions are included
• Maintain neat, legible handwriting
• Open or start an invoice as clients enter; recommend services as needed
• Calculate and collect payments; file charts appropriately
• Perform routine computer reports and backups

• Promote retail products (dietary, flea products, shampoos) to clients
• Fill prescriptions and dispense medications as directed by a veterinarian
• Explain prescription directions to clients

• Participate in, promote, and support planned VCA marketing events and programs
• Present marketing promotions to clients professionally

• Ensure front desk, reception, waiting areas, and exam rooms are neat and clean
• Check outside areas for feces/urine and maintain cleanliness
• Keep client refreshment area stocked and operational
• Maintain personal appearance, clean uniform, and nametag
• Keep waiting area reading materials current and orderly
• Water office plants as needed

• Accurately enter services and products into computer systems
• Collect deposits and payments at time of service
• Ensure clients pay before leaving, or follow appropriate protocol for unpaid balances
• Print receipts and provide to clients
• Balan…