NVA

Client Service Representative (CSR) Job Description

Position Summary

The Client Service Representative (CSR) serves as the first and last impression of the hospital, playing a critical role in delivering exceptional client service while supporting efficient hospital operations. This position combines customer service, administrative coordination, patient intake support, financial processing, and communication with both clients and the medical team.

The CSR ensures a welcoming, organized, and compassionate experience for clients and their pets while maintaining accuracy, professionalism, and adherence to hospital standards and protocols.

Key Responsibilities

Client Experience & Communication

• Greet clients and patients warmly and professionally upon arrival.
• Answer multi-line phones using established hospital protocols.
• Schedule appointments appropriately based on patient needs and hospital guidelines.
• Provide clear communication regarding services, policies, and expectations.
• Manage client inquiries including:
• Scheduling requests
• Prescription refills
• Medical questions (triaged appropriately)
• Emergency situations
• Support clients during sensitive visits including end-of-life appointments with empathy and professionalism.
• Address client concerns or complaints using established protocols and escalate when necessary.

Appointment Coordination & Front Desk Operations

• Maintain and manage appointment calendars using VetCove/PIMS software.
• Confirm upcoming appointments and manage reminders.
• Check in and check out patients efficiently and accurately.
• Ensure patient records and client information are complete and updated.
• Communicate patient arrivals to medical team members.
• Manage wait times and maintain client communication during delays.

Administrative & Financial Responsibilities

• Enter accurate charges and process invoices.
• Accept and process payments including:
• Credit cards
• Cash
• Checks
• CareCredit financing
• Provide estimates and surgical quotes following hospital guidelines.
• Prepare and reconcile daily financial tasks including deposits and end-of-day procedures.
• Batch credit card transactions and assist with financial reporting processes.
• Manage licensing payments when applicable.

Medical Support & Patient Coordination

• Demonstrate basic animal handling skills when assisting with patient intake.
• Obtain patient weights as needed.
• Support hospitalization and treatment plan documentation.
• Coordinate laboratory specimen drop-offs and outside lab orders.
• Maintain understanding of preventive care protocols including:
• Vaccination schedules
• Heartworm testing/prevention
• Flea prevention education
• Recognize potential emergencies and alert medical staff promptly.

Hospital Operations & Organization

• Maintain a clean, organized, and welcoming reception and lobby area.
• Support odor control and noise management procedures.
• Assist with opening and closing procedures.
• Maintain retail displays and restock front area supplies.
• Handle mail, correspondence, and document scanning.
• Follow OSHA safety guidelines and hospital compliance standards.

Team Collaboration

• Work closely with veterinarians, technicians, assistants, and leadership to support patient flow.
• Participate in team meetings and review hospital communications.
• Promote hospital services, wellness programs, and products appropriately.
• Support positive hospital culture through teamwork and professionalism.

Required Skills & Competencies

• Exceptional customer service and communication skills.
• Strong multitasking ability in a fast-paced environment.
• Attention to detail and organizational skills.
• Ability to remain calm and professional during stressful or emotional situations.
• Comfort working with animals and learning basic handling techniques.
• Computer proficiency and ability to learn practice management software (PIMS preferred).
• Strong problem-solving and interpersonal skills.

Preferred Qualifications

• Previous veterinary, medical, or animal care experience preferred.
• Prior client service or front desk experience.
• Familiarity with veterinary terminology is a plus.

Work Environment

• Fast-paced veterinary hospital environment.
• Regular interaction with animals of varying temperaments.
• May require standing for extended periods and handling busy client traffic.

Training & Development

New hires participate in a structured phased training program covering:

• Hospital orientation and procedures
• Client communication standards
• Scheduling and software training
• Financial processing
• Medical protocol awareness
• Emergency recognition and response
• Operational procedures and closing/opening duties