Veterinary Client Service Representative - Emergency

Veterinary Client Service Representative - Emergency

Employment Type: Full - Time

Schedule: 4 x 10- hour shifts (Days TBD, will include 1 Weekend Day, Late Swing & Overnight shifts)

Locations: La Mesa, California

Experience & Skills Requirements:

• 1+ year of veterinary clinical/hospital experience required
• Veterinary Emergency or Urgent Care 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

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
• 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:

• 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, youll be able to make connections, access opportunities and find support with ease. Support for you is as vital as the support you provide.

Youll 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 $19-$26/ 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

Vet-founded and Austin-born, Thrive Pet Healthcare has expanded to over 380 partner hospitals nationwide, united by a mission to shape the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners. We bridge general practice, urgent care, specialty, and emergency care, and our locally rooted, nationally connected hospitals benefit from Thrive's extensive resources while maintaining their unique identities. We believe that supporting our people is the key to helping pets thrive through every stage of life. Join us where #WeThriveTogether. We provide customizable professional development opportunities, a supportive work environment that values work-life rhythms, and 24/7 mental health support. At Thrive Pet Healthcare, we are committed to creating a culture where everyone from any background can be heard, respected, and valued. We pledge to build an inclusive environment nurtured by respectful curiosity to support, encourage, and celebrate the diverse voices of our teams and the communities we serve.