Client Services Representative (BLANK AST 2)

Client Services Representative

Under general supervision, the Client Service Representative (CSR) provides essential administrative and client-facing support within the Veterinary Medical Teaching Hospital (VMTH). Serving as the primary point of contact for clients, referring veterinarians, clinicians, and students, the CSR delivers compassionate, professional, and efficient service in a fast-paced, 24-hour hospital environment. Responsibilities include scheduling appointments, managing admissions and discharges, maintaining accurate medical records, processing charges and payments, and responding to high-volume, multi-line phone systems. This role floats between the Small Animal Clinic (SAC) and Large Animal Clinic (LAC) as operational needs require and may involve evenings, weekends, or holidays. The CSR plays a critical role in supporting the hospital's teaching mission while ensuring a positive client experience and facilitating high-quality patient care.

Qualifications

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

No minimum license requirement. No minimum education required. Reception experience in a veterinary or medical office setting. Experience using multi-line phone systems in a high-volume environment. Demonstrated experience with invoicing, estimates, deposits, and payment processing with a high level of accuracy. Ability to multitask, prioritize, and remain organized in a fast-paced environment. Proven ability to work collaboratively within a team setting. Strong interpersonal communication and customer service skills to interact professionally and effectively with individuals of diverse ages, backgrounds, and perspectives. Ability to communicate clearly in person, by phone, and via email to gather information, resolve concerns, make referrals, and provide assistance in a courteous and positive manner.

Preferred Qualifications

Knowledge of animal anatomy and medical terminology sufficient to provide general information and make appropriate referrals for both small and large animal services. Knowledge of VMTH policies, procedures, standards, disease processes, and scientific terminology related to admissions, records, and billing. Familiarity with veterinary hospital admissions, medical records, cashiering, and confidentiality requirements. Demonstrated conflict resolution and de-escalation skills.

Key Responsibilities

60% - Customer Service, Scheduling, Admissions, Phones and Medical Records 30% - Discharge, Billing, and Cashiering 10% - Training and Mentorship

Department Overview

The Veterinary Medical Teaching Hospital (VMTH) is a unit that provides medical care for patients on a 24-hour basis. We support the teaching programs throughout the School of Veterinary Medicine which has a primary objective to train professional (veterinary) students, graduate clinical students (interns and residents), and graduate academic students; and to provide veterinary services to the public. Our Client Services team is a critical piece to the hospital to provide an excellent level of customer service for our clients and referring veterinarians. We offer compassionate and empathic support to our clients during their time of need. We have the first interaction with our clients to provide needed information to help their patient needs and to help facilitate the scheduling needs for each client. This position is part of a dedicated team who takes pride in building our client relationship bonds in order for our medical team to provide the best medical care for each patient.

Salary or Pay Range: $ 25.45 - $36.05 (Department Budgeted Starting Salary: Step 3, $26.58 /hourly)

This position is 100% on-site