Veterinary Client Service Representative Lead - Emergency

Description

Lead Veterinary Client Service Representative - Emergency

Type:
Full-Time

Schedule:

4 x 10‑hour shifts (Days TBD, will include Sundays, Swing/Afternoon shifts)

Locations:
La Mesa, California

• 5+ years of veterinary clinical/hospital experience required
• Veterinary Emergency or Urgent Care experience highly preferred
• Prior leadership experience highly preferred
• Ability to work Sundays and afternoon swing schedule with schedule flexibility
• Strong communication, organization, and problem‑solving skills
• Ability to thrive in a fast‑paced, high‑pressure environment while maintaining professionalism and empathy
• High school diploma or equivalent
• Ezy Vet experience preferred

• Greet clients and their pets with prompt professionalism and courtesy
• Manage a multi‑line phone system, delivering clear, compassionate, and informative communication
• Educate clients on treatment plans, medications, and follow‑up care
• Handle client concerns, questions, and feedback with professionalism and resolution‑focused service
• Address and de‑escalate client concerns and complaints in real time, including managing high stress or emotionally charged situations with empathy, tact, and strong problem‑solving skills
• Escalate complex or sensitive situations appropriately when needed while maintaining a high level of client service
• Facilitate communication between clients, veterinarians, and medical staff

• Admit and discharge patients accurately and efficiently
• Maintain complete and accurate medical records using the practice management system
• Enter and update client and patient information
• Process payments and financial transactions accurately
• Obtain required client signatures on legal and medical documents
• Coordinate and obtain medical records from referring or primary veterinarians
• Send records and communications via email, fax, or other platforms

• Assign and prioritize daily CSR tasks to ensure operational efficiency
• Delegate responsibilities and oversee completion of team assignments
• Train, mentor, and provide constructive feedback to CSR team members
• Support onboarding and ongoing development of front desk staff
• Assist in the implementation and improvement of client communication and financial protocols

• Support veterinarians and medical staff to maintain efficient patient flow
• Triage client and patient needs to appropriate team members
• Ensure cleanliness, organization, and professionalism of front office areas
• Oversee end‑of‑day cash handling and reconciliation processes
• Assist in maintaining consistent, high‑quality client service standards
• Perform other responsibilities as assigned by hospital leadership

Pet Emergency and Specialty Center – East County is a large multispecialty and emergency veterinary hospital located in La Mesa focusing on providing exemplary specialty and emergency care to our community.

We are open 24/7.

Serving La Mesa, El Cajon, Spring Valley, and San Diego.

• Competitive pay
• 401(k) with employer match
• Mental health resources, including 24/7 access to Lyra Health
• Paid parental leave
• Purr‑ental leave for when you adopt a pet
• Employer‑sponsored childcare and elder care
• Personalized care for every family‑forming journey
• Free CE courses
• Pet perks and veterinary service discounts
• Student loan management tools and assistance

At Thrive, you have the opportunity to develop your career in a way that best suits your goals. Take advantage of our comprehensive learning and skill‑building programs to enhance your expertise. You can build your skills and earn credentials through:

• Our vast, diverse, and free library of continuing education courses – ThriveU
• Live, virtual interactive workshops to develop valuable leadership skills
• A program designed to teach you the fundamentals of running a pet hospital
• Scholarship opportunities and tuition reimbursement
• Move into any specialty, hospital type, or environment – across the nation
• Leadership training for a thriving and long career in the veterinary profession

Compensa…