Veterinary Client Service Representative Lead - Emergency

Description

Lead Veterinary Client Service Representative - Emergency 

Employment Type: Full - Time 

Schedule: 4 x 10- hour shifts (Days TBD, will include Sundays, Swing/Afternoon shifts)

Locations: La Mesa, California 

Experience & Skills Requirements:  

• 5+ years of veterinary clinical/hospital experience required 
• Veterinary Emergency or Urgent Care experience highly preferred 
• Prior leadership experience highly preferred
• Ability to work Sundays and afternoon swing schedule with schedule flexibility
• Strong communication , organization, and problem-solving skills
• Ability to thrive in a fast-paced, high-pressure environment while maintaining professionalism and empathy
• High school diploma or equivalent 
• EzyVet Experience preferred

Key Role Responsibilities: 

Client Service & Communication

• Greet clients and their pets with prompt professionalism and courtesy 
• Manage a multi-line phone system, delivering clear, compassionate, and informative communication
• Educate clients on treatment plants, medications, and follow-up care
• Handle client concerns, questions, and feedback with professionalism and resolution-focused service 
• Address and de-escalate client concerns and complaints in real time, including managing high stress or emotionally charged situations with empathy, tact, and strong problem-solving skills
• Escalate complex or sensitive situations appropriately when needed while maintaining a high level of client service
• Facilitate communication between clients, veterinarians, and medical staff

Patient & Administrative Support

• Admit and discharge patients accurately and efficiently
• Maintain complete and accurate medical records using the practice management system
• Enter and update client and patient information
• Process payments and financial transactions accurately
• Obtain required client signatures on legal and medical documents
• Coordinate and obtain medical records from referring or primary veterinarians
• Send records and communications via email, fax, or other platforms

Team Leadership & Oversight

• Assign and prioritize daily CSR tasks to ensure operational efficiency
• Delegate responsibilities and oversee completion of team assignments
• Train, mentor, and provide constructive feedback to CSR team members
• Support onboarding and ongoing development of front desk staff
• Assist in the implementation and improvement of client communication and financial protocols

Operations & Workflow Management

• Support Veterinarians and medical staff to maintain efficient patient flow
• Triage client and patient needs to appropriate team members
• Ensure cleanliness, organization, and professionalism of front office areas
• Oversee end-of-day cash handling and reconciliation processes
• Assist in maintaining consistent, high-quality client service standards
• Perform other responsibilities as assigned by hospital leadership

About the Hospital: 

Pet Emergency and Specialty Center – East County   is a   large multispecialty and emergency veterinary hospital   located   in   La Mesa   focusing on   providing exemplary specialty and emergency care to our community .  

We are open  24/7. 

Serving   La Mesa, El Cajon, Spring Valley, and San Diego .  

Benefits – our care in action:

Thrive offers a suite of benefits to support team members’ emotional, physical, professional, and financial wellbeing. In addition to our health and life insurance, and short- and long- term disability plans, we offer eligible team members:   

• Competitive pay
• 401 (k) with employer match
• Mental health resources, including 24/7 access to Lyra Health
• Paid parental leave
• Purr-ental leave for when you adopt a pet
• Employer- sponsored childcare and elder care
• personalized care for every family-forming journey
• Free CE courses
• Pet Perks and veterinary service discounts
• Student loan management tools and assistance

Provide your best care with more bridges and   less   barriers.  

We listen to your needs and then meet them. Through training and free CE experiences, your career development can flourish. And in our locally rooted, nationally connected community,   you’ll   be able to make connections, access opportunities and find support with ease.  

Support for you is as vital as the support you provide.  

You’ll Thrive With Us 

At Thrive, you have the opportunity to develop your career in a way that best suits your goals.   Take advantage of our comprehensive learning and skill-building programs to enhance your   expertise . You can build your skills and earn credentials through:  

• Our vast, diverse, and free library of continuing education courses- ThriveU
• Live, virtual interactive workshops to develop valuable leadership skills
• A program designed to teach you the fundamentals of running a pet hospital
• Scholarship opportunities and tuition reimbursement
• Move into any specialty, hospital type, or environment- across the nation
• Leadership training for a thriving and long career in the veterinary profession

Compensation   negotiable based on credentials and experience with a hourly pay rate starting at?$22-$27/?hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. This pay rate includes shift differential pay.

About Thrive