Position Summary The Customer Service Representative (CSR) is an essential member of the veterinary hospital team and serves as the primary point of contact for clients and their pets. The CSR is responsible for creating a welcoming, compassionate, and professional client experience while supporting the hospital’s daily operations. This position requires excellent communication, organization, attention to detail, and the ability to remain calm and professional in a fast-paced medical environment. The CSR works closely with doctors, veterinary technicians, assistants, and hospital leadership to ensure efficient patient flow and a positive experience for both clients and team members. We are looking for someone to join our team, as well as the team of our sister locations, as a floating customer service representative. Essential Responsibilities Client Service & Communication Welcome clients and patients warmly and professionally upon arrival. Answer incoming phone calls, emails, and other client communications promptly and courteously. Schedule, confirm, and modify appointments according to hospital protocols and doctor availability. Communicate appointment expectations, hospital policies, and required information clearly to clients. Assist clients with questions regarding services, medications, medical records, referrals, and general hospital processes. Maintain a compassionate and professional demeanor when working with clients experiencing stressful or emotional situations. Recognize client concerns and appropriately escalate medical or service-related issues to the appropriate team member or hospital leadership. Provide clear communication regarding estimated costs, payment expectations, and available payment options. Check-In & Check-Out Accurately check patients in and out of the hospital. Verify and update client and patient information, including contact information, patient history, and referring veterinarian information. Confirm appointment details and ensure appropriate paperwork and consent forms are completed. Prepare invoices and review charges with clients at checkout. Process payments accurately using approved payment methods. Provide receipts, medication instructions, medical records, and other appropriate discharge materials. Ensure outstanding balances and financial concerns are addressed according to hospital policy. Scheduling & Patient Flow Maintain an organized and efficient appointment schedule. Coordinate appointments between doctors, technicians, procedures, drop-offs, and other hospital services. Identify scheduling conflicts and communicate with the medical team to resolve them. Confirm upcoming appointments and follow established protocols for reducing missed appointments and cancellations. Assist with managing patient flow throughout the hospital to help minimize client wait times. Coordinate referrals, outside diagnostics, specialty appointments, and medical record requests as needed. Medical Records & Administrative Support Maintain accurate and complete client and patient records. Scan, upload, and organize medical documents and outside records. Request medical records from referring hospitals and specialty facilities when needed. Assist with prescription and medication refill requests according to hospital protocols. Communicate refill requests to the appropriate medical team member. Maintain confidentiality of client and patient information. Complete administrative tasks accurately and within established timelines. Hospital Operations Maintain a clean, organized, and professional reception and client-service area. Monitor supplies and notify hospital leadership when front-desk or client-service supplies need replenishment. Support hospital protocols related to safety, infection control, controlled substances, client privacy, and workplace standards. Assist the medical team with appropriate non-medical administrative tasks during busy periods. Communicate effectively with the CSR, technician, assistant, and doctor teams to support smooth hospital operations. Participate in staff meetings, training, and continuing education as requested. Follow all hospital policies, procedures, and established workflows. Client Experience & Relationship Building Help create a positive, welcoming experience for every client and patient. Demonstrate empathy and professionalism during difficult conversations, including discussions involving finances, medical concerns, unexpected outcomes, or end-of-life care. Educate clients about hospital services, preventive care recommendations, wellness plans, and other appropriate services. Identify opportunities to improve the client experience and communicate suggestions to hospital leadership. Build strong, respectful relationships with clients and members of the veterinary team. Represent the hospital’s values and standards in every client interaction. Qualifications Required: High school diploma or equivalent. Excellent verbal and written communication skills. Strong customer service skills. Strong organizational and multitasking abilities. Ability to work effectively in a fast-paced environment. Ability to handle sensitive or emotional client interactions professionally. Basic computer proficiency. Strong attention to detail and accuracy. Ability to work collaboratively as part of a multidisciplinary veterinary team. Preferred: Previous veterinary hospital, animal care, medical, dental, or healthcare experience. Previous veterinary receptionist or customer service experience. Familiarity with veterinary terminology and common veterinary services. Experience with veterinary practice management software. Experience handling medical records and financial transactions. Physical & Work Environment Ability to remain on your feet for extended periods. Ability to sit, stand, bend, and move throughout the hospital during the workday. Ability to safely interact with dogs, cats, and other animals in a veterinary hospital environment. May occasionally be exposed to animal hair, bodily fluids, odors, cleaning products, and other materials commonly encountered in veterinary medicine. Ability to work in a fast-paced environment where priorities may change throughout the day. May be required to work weekends, holidays, or extended hours depending on hospital needs. Core Competencies Client-centered service Compassion and empathy Professional communication Organization and attention to detail Teamwork and collaboration Problem-solving Adaptability Reliability and accountability Time management Professionalism Confidentiality Ability to remain calm under pressure Success in This Role A successful CSR understands that excellent veterinary client service is more than answering phones and checking clients in and out. The CSR helps connect the client, patient, and medical team while keeping the hospital organized, efficient, and welcoming. The ideal candidate is proactive, dependable, compassionate, and comfortable asking questions, communicating concerns, and looking for ways to support both clients and coworkers. They take ownership of their responsibilities and understand that every interaction contributes to the overall client and patient experience. If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs. Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more! The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development). We are proud to be an Equal Opportunity Employer. For a complete EEO statement please see our career page at vcacareers.com. A leader in veterinary care, VCA Animal Hospitals is committed to taking care of the future of veterinary medicine. We are a family of hometown animal hospitals determined to positively impact pets, people and our communities. From primary care to emergency, urgent and specialty care, VCA delivers world-class medicine and hometown care to more than four million pets each year. We invest in cutting-edge tools, training and technology that enable Associates across our national network of hospitals to lead the industry today and into tomorrow. Among our talented 35,000 Associates are nearly 7,000 veterinarians – including 500 who are board-certified specialists – nearly 4,000 credentialed technicians and over 10,000 veterinary assistants – all dedicated to giving pets the very best in medical care. The future of veterinary medicine is in our hands. Join us.

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