Description:
Role summary The Client Concierge Representative is the first impression and the steady heartbeat of the True.Vet client experience. You will welcome clients, guide them through a smooth visit, keep the schedule flowing, and remove friction for the medical team. This role is for someone who is calm under pressure, loves people (and their pets), and is obsessed with getting the details right.
What success looks like
? Clients feel welcomed, heard, and taken care of from the first call to the final checkout.
? The schedule is clean, accurate, and running on time with clear communication to the team.
? Payments, estimates, and paperwork are handled with accuracy and empathy.
? The lobby and client-facing workflow stay organized, professional, and efficient.
Key responsibilities Client experience and communication
? Greet clients and patients with warmth, confidence, and professionalism.
? Answer phones, respond to messages, and route medical questions to the appropriate team member.
? Set expectations around wait times, next steps, and follow-up with clarity and kindness.
? Communicate with empathy during stressful or emotional visits.
Scheduling and flow
? Schedule appointments and manage same-day needs while supporting an efficient clinic flow.
? Confirm appointments, update client information, and ensure required forms are completed.
? Coordinate handoffs between front desk, technicians, and doctors so visits run smoothly.
Checkout, estimates, and financial conversations
? Provide clear explanations of invoices and estimates (without giving medical advice).
? Collect payments and process refunds when needed, following clinic policies.
? Support membership plan discussions and help clients understand what is included.
? Maintain accuracy with daily cash handling and end-of-day processes.
Records and administrative support
? Maintain accurate client and patient records in the practice management system.
? Scan, upload, and organize records, referrals, and outside lab results.
? Support basic administrative tasks such as mail, inventory receiving, and document preparation.
Facility standards
? Keep the lobby and front desk area clean, organized, and welcoming.
? Ensure a professional environment that reflects True.Vet’s brand and standards.
Requirements:
Required qualifications
? 1+ year of customer service experience (healthcare or veterinary preferred, not required).
? Strong communication skills, including confident phone presence.
? Comfortable learning and using software systems and handling multiple tasks at once.
? Reliable, punctual, and able to handle fast-paced days.
? Ability to maintain confidentiality and professionalism.
Preferred qualifications
? Experience in a veterinary clinic, medical office, dental office, or hospitality setting.
? Experience with scheduling, payments, or insurance-style conversations.
? Bilingual skills are a plus.
Skills and traits we value
? Empathy with boundaries: kind, clear, and professional even when clients are stressed.
? Ownership mindset: you solve problems, not just pass them along.
? Attention to detail: you catch mistakes before they become issues.
? Team-first attitude: you make the clinic smoother for everyone.
? Calm under pressure: you can triage priorities without drama.
Physical requirements
? Ability to move throughout the clinic.
? Ability to lift up to 25 pounds occasionally.
? Ability to work around pets of all sizes with appropriate safety awareness.
Work schedule
? Clinic hours vary by location. May include weekends and some holidays depending on the hospital schedule.
