Position Overview
At Vet Partners, we call our reception team Client Service Representatives (CSRs) because they do far more than answer phones or check clients in. They are the communication hub of our hospital, playing a vital role in delivering an exceptional client experience while supporting our veterinarians and medical team.
The CSR is often the first and last impression clients have of our practice. This role is responsible for creating a welcoming, compassionate, and professional experience for every client and patient. Responsibilities include answering a high volume of phone calls, scheduling appointments, coordinating communication between clients and the medical team, processing payments, maintaining accurate records, and ensuring the smooth flow of daily hospital operations.
Success in this role requires excellent communication skills, strong attention to detail, exceptional organizational abilities, and the capacity to multitask in a fast-paced environment where priorities can change quickly. The ideal candidate is compassionate, solution-oriented, thrives under pressure, enjoys working as part of a collaborative team, and has a genuine passion for helping people and their pets.
This is much more than a traditional receptionist position. Our Client Service Representatives are trusted advocates for our clients, valued partners to our medical team, and essential contributors to the overall success of the hospital.
Primary Responsibilities
Responsibilities include, but are not limited to:
Client Experience
- Greet clients and patients warmly and professionally.
- Create a welcoming, compassionate, and positive environment for every client.
- Deliver exceptional customer service while maintaining professionalism during stressful situations.
- Build trusting relationships with clients through empathy, active listening, and effective communication.
Appointment & Communication Management
- Answer a high volume of incoming phone calls using proper phone etiquette.
- Schedule, confirm, and modify appointments efficiently while maximizing doctor schedules.
- Respond to client inquiries by phone, email, and text in a timely manner.
- Relay messages accurately between clients and the medical team.
- Educate clients on hospital policies, preventive care, wellness plans, and available services.
Administrative Responsibilities
- Register new clients and maintain accurate patient and client records.
- Process payments, invoices, estimates, deposits, and refunds accurately.
- Verify and update client information.
- Scan, file, and maintain medical records and documentation.
- Assist with medical record requests and prescription refill requests.
Team Support
- Coordinate client flow to support efficient appointments and hospital operations.
- Communicate effectively with veterinarians, technicians, assistants, kennel staff, and leadership.
- Assist with opening and closing procedures.
- Maintain clean, organized reception and lobby areas.
- Support hospital initiatives and participate in continuous improvement efforts.
Additional Duties
- Assist with client follow-up calls and reminder communications.
- Help resolve client concerns with professionalism and empathy.
- Perform other duties as assigned to support hospital operations.
Qualifications Required:
- High school diploma or equivalent.
- Previous customer service experience.
- Excellent verbal and written communication skills.
- Strong organizational skills and attention to detail.
- Ability to prioritize and multitask in a fast-paced environment.
- Comfortable working with computers and learning veterinary practice management software.
- Ability to work independently while collaborating effectively as part of a team.
- Professional appearance and positive attitude.
- Passion for providing outstanding customer service.
Physical Requirements:
- Ability to sit, stand, and walk for extended periods.
- Ability to lift up to 30 pounds.
- Ability to bend, kneel, and reach as needed.
- Comfortable working around dogs, cats, and other companion animals.
- Ability to work in an environment that may include frequent loud noises (such as barking dogs, vocalizing animals, and medical equipment) and strong odors commonly associated with veterinary medicine, including cleaning and disinfecting products, animal waste, medications, and bodily fluids.
Why You'll Love Working at Vet Partners
- No weekends
- Competitive compensation
- Supportive, collaborative team culture
- Opportunities for professional growth and development
- Work in a modern, high-quality veterinary hospital
- Make a meaningful difference in the lives of pets and their families every day
Pay: $18.00 - $21.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Uniform allowance
- Vision insurance
Work Location: In person
