Rehabilitation Assistant​/Client Service Representative

Benefits

• 401(k)
• 401(k) matching
• Free uniforms
• Health insurance
• Paid time off
• Vision insurance
• Competitive Salary: Based on experience and qualifications
• Professional Growth: We prioritize our teams' growth and development, offering opportunities for professional development assistance and certifications
• Work/Life Balance: A schedule and generous PTO package that lets you enjoy a positive work/life balance so you can excel at work while also taking time for yourself.
• A Comprehensive Benefits Package: Our full-time employees receive a robust package including health, dental, and vision insurance, short-term and long-term disability, life insurance, critical illness, and accident coverage.
• Investment in Your Future: A 401k Retirement plan with employer match.
• Additional Perks: Take advantage of our Employee Assistance Program (EAP), Paid Time Off (PTO), paid holidays, paid parental leave, and a bi-annual performance-based bonus program.

• Hourly, Full-Time
• Schedule varies by location
• Weekend shifts may be required, varies by location
• Overtime may be required

As the Client Service Representative, you serve as the cornerstone for exceptional client service and the efficient management of daily appointment flow. You will support clients, coordinate appointments, and create a warm and efficient front‑desk atmosphere. This role requires multitasking, creative problem‑solving, and a genuine enjoyment of working with families to ensure the well‑being of their pets.

• Promote a client‑centered environment and facilitate programs and processes that meet client needs.
• Warmly greet clients and pets by name.
• Answer inquiries about rehabilitation services and products; explain the initial exam process and modalities.
• Utilize the Practice Management Software (PMS) to schedule, adjust, monitor, and confirm appointments.
• Audit daily patient schedules, remove blocks, and address incorrectly scheduled appointments.
• Troubleshoot patient schedule conflicts (e.g., late client, no‑show).
• Maintain patient records in the PMS; add, update, and preserve client and patient information. Record all significant conversations in the communication record.
• Request prior medical history and diagnostics from primary care and specialty veterinarians; ensure imaging files are sent and stored in the patient/client file.
• Process medication requests with the doctor and ensure prescriptions are added to the medical chart. Check in patients and direct them to the proper location.
• Assist with intake and answer messages for doctors and other staff; route calls appropriately.
• Use email and text to communicate with clients; respond to incoming text messages.
• Prepare client charges prior to appointment to ensure payment has been collected.
• Address client concerns and grievances; elevate to lead CSR, leadership, or a DVM when necessary.

• Utilize the PMS to invoice and collect payments.
• Process various forms of payment from clients (credit cards, cash, checks).
• Reconcile all transactions at the end of the day.
• Audit transactions daily and weekly; troubleshoot discrepancies.
• Know hospital pricing, fee, payment plans, and discount policies.
• Explain invoices to clients.
• Prepare estimates and invoices when needed.
• Assist with Accounts Receivable and follow up with overdue clients.
• Assist with client communications regarding pricing.

• Maintain the lobby and client‑facing areas to ensure they are clean, safe, and hospitable.
• Keep the practice clean—sanitizing rooms between appointments, washing and drying towels, break‑room cleanup, waste disposal, vacuuming, etc.
• Assist with safety and OSHA management as requested.
• Assist with office equipment maintenance and repairs.
• Assist with IT—hardware, email accounts, and shared files.
• Assist with inventory management—schedule counts, monitor expiration dates, confirm receipt of goods, review prescriptions not yet dispensed.

• Support execution of the practice‑level strategic marketing plan.
• Support reputation management.
• Assist with content development (photos, videos).
• Assist with community outreach as requested.
• Ma…