Client Service Representative

Customer Service Representative (CSR) Full Time (30-40 hours per week)

The Customer Service Representative (CSR) is often the first and last point of contact for our clients and plays an essential role in creating an exceptional experience for every client and patient who enters our hospital.

The CSR serves as a key connection between our clients and the medical team. This position requires excellent communication, organization, professionalism, compassion, and the ability to manage multiple priorities in a busy veterinary hospital environment.

Our CSRs are expected to take ownership of the client experience from the initial phone call through checkout and follow‑up. Successful team members are welcoming, dependable, solutions-focused, comfortable receiving feedback, and committed to supporting both clients and coworkers.

• Greet every client and patient promptly, warmly, and professionally.
• Provide compassionate and respectful service during both routine and emotionally difficult situations.
• Answer incoming telephone calls promptly and professionally.
• Listen carefully to client concerns and gather accurate information to determine the appropriate next steps.
• Communicate clearly with clients regarding appointments, hospital processes, general policies, and expectations.
• Maintain professionalism when working with upset, frustrated, or emotional clients and involve hospital leadership or the medical team when appropriate.
• Help create a welcoming, organized, and supportive environment for clients and patients.
• Protect client and patient confidentiality at all times.

• Schedule appointments accurately according to hospital scheduling guidelines and doctor preferences.
• Understand the different appointment types and ensure the appropriate amount of time and resources are scheduled.
• Confirm appointments according to hospital procedures.
• Contact surgery and sedation clients directly to review drop-off times, fasting instructions, medication instructions, and other information provided by the medical team.
• Partner with the medical team in real time when questions arise regarding medical instructions.
• Support advanced/future booking by helping clients schedule recommended follow‑up care before leaving the hospital and through outbound client communication.
• Identify opportunities to schedule overdue or recommended services while assisting clients.

• Maintain accurate and complete client and patient information within the hospital's practice management system.
• Document client communications clearly and appropriately.
• Update contact information, patient information, alerts, and other account details as needed.
• Review records and account information carefully before making changes.
• Follow hospital procedures regarding ownership changes, account access, confidentiality, and client authorization.

• Prepare for scheduled appointments and anticipate client and patient needs.
• Check clients and patients in accurately and notify the appropriate medical team members of their arrival.
• Review invoices and charges carefully during checkout.
• Collect payment according to hospital policies.
• Schedule recommended follow‑up appointments before the client leaves whenever possible.
• Provide clients with applicable discharge information, receipts, medication information, and other materials as directed by the medical team.
• Maintain appropriate cash-handling and register procedures.

• Assist with prescription and food pickup according to hospital procedures.
• Ensure prescriptions are properly completed and ready before providing them to clients.
• Com…