Veterinary Client Service Representative

Job Description

Job Description

Client Service Representative (CSR)

JOB TITLE:

Client Service Representative (CSR)

REPORTS TO:

Operational Systems Manager & Executive Director

STATUS:

Full-Time/Part-Time

REVISED:

2/11/2026

DEPARTMENT(S):

DVMS – Front Office

PRIMARY LOCATION:

Gilbert

FLSA STATUS:

Non-Exempt

EFFECTIVE DATE:

Desert Veterinary Medical Specialists is the leader in providing internal medicine, cardiology, and radiology specialty care throughout the Greater Phoenix Valley. We act in partnership with primary care providers to deliver the highest level of medical care available to our shared patients. As an extended resource of our referral hospitals, we practice in a respectful and collaborative manner. Our team of specialists and support personnel offers exceptional personalized service where the needs of the patient and their families are always the primary focus. The ideal candidate must understand the opportunities and challenges of a relationship and service-based veterinary referral practice.

Core Values:

INNOVATION – We will strive to discover and share knowledge that will continuously improve the veterinary profession.

EXCELLENCE – At DVMS our standard is excellence in all that we do and the way in which we do it.

COMPASSION – The spirit of all of our relationships will be driven by compassion.

PATIENT CARE – We are committed to providing compassionate, ethical and quality care to our patients. We treat them as if they are members of our own families.

INTEGRITY – We will conduct ourselves in a manner that will instill confidence and trust in all of our interactions

SERVICE – Service is the cornerstone of DVMS. We will strive to meet and exceed the expectations of the community we serve.

DVMS Mission Statement:

The mission of Desert Veterinary Medical Specialists is to provide the highest quality of Internal Medicine, Cardiology, and Radiology services to our patients and the people who love them.

Description: Client Service Representatives at Desert Veterinary Medical Specialists (DVMS) are essential members of our Front Office team, providing exceptional and compassionate client service in a collaborative, fast-paced environment. This position involves direct client communication, data entry and document keeping, and financial handling.

The ideal candidate is compassionate, detail-oriented, and thrives in a team that prioritizes communication, precision, and excellence in specialty veterinary medicine.

Key Responsibilities:

Communication & Coordination

• Serve as a knowledgeable point of contact and represent the practice professionally when interacting with clients, referring hospitals and departments, vendors, and co-workers through varying communication methods.
• Warmly greet all callers and welcome incoming clients and vendors.
• Help maintain smooth daily operations by ensuring accurate and timely appointment check ins and communicating expected delays between clients and the medical team.
• Efficiently schedule appointments for multiple doctors and locations.
• Confirm upcoming appointments and ensure preparation details are accurately relayed.
• Assist in answering general (non-medical) questions and route clients and vendors to the appropriate departments/staff.

• Manage a high volume of incoming and outgoing calls on a multi-line phone system.
• Send and receive electronic faxes.
• Monitor a high volume of emails across multiple inboxes.
• Monitor a high volume of text messages, ensuring timely response and accuracy when forwarding to the medical team.
• Communicate with outside clinics to request patient records, lab work, and images in preparation for upcoming appointments.
• Maintain a professional and supportive demeanor during stressful or emotional interactions.

Data Entry & Document Keeping

• Ensure that client paperwork is accurately completed, scanned and attached to the patient's chart, and information is updated in the client's profile.
• Accurately scan and attach hospital documents in a timely manner.
• Download and attach records, lab work, and images sent from outside clinics to the patient’s chart.

Financial Handling

• Accurately collect and process various payment methods such as cash, check, credit/debit card, CareCredit, and Sunbit.
• Discuss financial options with clients.

How You Will Succeed:

• Be a self-starter and actively engage in problem-solving and problem-identifying.
• Be receptive to feedback and able to take direction from veterinarians, technicians, and hospital leadership.
• Have strong organization, time management, and attention to detail.
• Communicate clearly and effectively by having excellent interpersonal, verbal, and written communication skills.
• Be comfortable utilizing various electronic software and applications.

• Have a compassionate attitude toward patients, clients, and coworkers while maintaining professionalism under pressure.
• Be a team player willing to learn new techniques and cross-train to provide support in other areas of the hospital.
• Be comfortable working around animals of various species and breeds, and in varying states of health and temperament.

Qualifications:

Education:

• Highschool Graduate or equivalent.

Experience:

• Minimum of2 years of experience in customer service. (Required)
• 1-2 years of experience in a veterinary hospital. (Preferred)

Physical Requirements:

• Able to lift at least30 pounds.
• Able to remain active by sitting, walking, and standing for long periods of time.
• Able to bend at the waist and knees.
• Able to work well under pressure and at high levels of stress.
• Exposure to supplies commonly used in a hospital setting such as anesthetic gases and radiation within appropriate OSHA standards.