Client Service Representative

North Peninsula Veterinary Emergency Clinic (NPVEC)
Position: Client Service Representative

The following are duties and expectations related to working as a member of the PETS Team:

• Support Emergency Serviceswithinincluding Urgent Carewith emphasis on client service and patient care.
• Demonstrate excellent telephone and client communication skills, andability to triage efficiently and effectively.
• Maintain the reception area, ensuring animal safety, hospital cleanliness, restocking, and client engagement.
• Communicate with clients empathetically.
• Use professional medical language.
• Provide excellentandcompassionate client communication.
• FollowNPVECpolicies, support the chain of command, and discourage gossip or morale-lowering behavior.
• Maintain a positive and professional demeanor.
• Treat all animals, clients, and co-workers with respect and compassion.
• Work effectively in a fast-paced medical environment.
• Direct others and receive direction professionally.
• Work nights, weekends, holidays, and stay beyond scheduled times as needed due to caseload.
• Demonstrate attention to detail in written correspondence and treatment sheets.
• FollowNPVECuniform and attire requirements.
• Maintain hospital cleanliness both inside and out.
• Lift up to 40lbsalone.
• Follow safety protocols and report unsafe conditions immediately to immediate supervisor.
• Attend all scheduled staff meetings.
• Participate in continuing education whenever possible.
• Assistin onboarding and training team members.

This list is not exhaustive.

Additional responsibilities may be assigned.

• Education & Experience:
• High School Diploma required.
• Skills:
• Proficiency in veterinary hospital procedures.
• Basic medical terminology.
• Competency with computer systems and office equipment.

• Perform detailed work using arms, hands, and fingers.
• Sit, stand, walk, stoop, bend, and reach as needed.
• Must have good manual dexterity and vision (close, color, peripheral, depth perception, focus).
• Lift and/or move up to 40 lbs.
• Reasonable accommodations available per ADA.

• Exposure to chemicals, radiation, and moderate noise.
• Must manage the emotional and physical demands of a fast-paced, high-stressemergencyhospital environment.

• Emotionally mature and trustworthy.
• Team player with a respectful and courteous attitude.
• Organized, self-directed, and motivated.
• Strong communication and listening skills.
• Receptive to feedback andcommittedto learning.
• Dependable attendance and punctuality.
• Followthrough withtasks.

• General:
• Answer phones promptly (by third ring).
• Respond to emails/voicemails and check SLACK internal communications regularly (at least daily for all communications when working).
• Schedule appointments, collect/send records, manage euthanasia forms, sendreminders.
• Greet clients appropriately and with compassion.
• Enter client information ACCURATELYinto Ezy Vetand Smart Flow .
• Process payments, including Care Credit,Trupanion.
• Provide ongoing client support inthelobby and exam rooms.
• Communicate effectively with doctors and staff.
• Turn lights onin theupstairshallwaywhen it is dark out
• Patients:
• Treat all animals respectfully and with compassion.
• Never physically discipline animals.
• Assess urgency via proper triage.
• Supplies:
• Refill and restock medical and non-medical supplies as needed or instructed.
• Maintain exam rooms and cleaning supply stations.
• Clients:
• Speak to clients professionally and empathetically.
• Collect patient check-in information.
• Keep reception/lobby clean and odor-free.
• Conduct walk-throughs to ensure comfort, lighting, and cleanliness.
• Resolve concerns when ableand ask forassistancefrom lead/head tech or DOD if not able to do so.
• Cleaning:
• Cleanlobbyand reception thoroughly.
• Swiffer/vacuum floors and…