Hoffman Animal Hospital - Client Service Representative

Hoffman Animal Hospital - Client Service Representative Annapolis, Maryland Who is VetEvolve? VetEvolve is a people-first organization that provides industry know-how and reliable support to veterinary teams, enabling them to deliver exceptional patient care. We focus on creating a genuine, supportive, people-focused environment that prioritizes each individual to ensure they are achieving their career goals and are fulfilled personally, professionally, and financially. Our culture is driven by the core values Serve, Evolve, and Trust, and every day our mission is to make things better for veterinary professionals. Hear why our veterinarians are "Happy Here" on our videos page! Position Summary The Client Service Representative (CSR) plays a vital role in creating a positive first and lasting impression for our clients and their pets. The CSR is responsible for delivering exceptional service both in person and over the phone, handling client interactions with professionalism, empathy, and care. This position supports the smooth operation of the hospital by managing client communications, maintaining accurate records, and assisting the veterinary team in providing outstanding patient care. Primary Responsibilities Greet clients and patients warmly, providing professional, empathetic, and attentive service while answering in-person inquiries promptly. Complete patient check-in and check-out efficiently while serving as a liaison with hospital staff and communicating real-time patient status and flow changes. Maintain client communications via phone, email, and mail, including follow-ups and thank-you messages. Schedule, confirm and forward book appointments, routing requests appropriately; triage patients based on urgency. Communicate clearly about hospital services, wellness care, vaccinations, diagnostics, surgical aftercare, and specialty packages. Handle sensitive situations (e.g., euthanasia, test results, payments) with tact and professionalism. Maintain accurate patient records, request and attach prior records, and ensure charges are captured. Complete cash reconciliation, end-of-day financial tasks, and bank deposits while accurately processing payments and refunds, including transactions through Care Credit and credit card terminals. Fill veterinary prescriptions accurately and provide instructions to clients. Assist with over-the-counter product sales and maintain inventory. Support veterinarians, technicians, and Practice Manager with patient care and administrative tasks. Maintain a clean, organized, and safe hospital environment; follow safety and hygiene protocols. Participate in opening, closing, and weekend duties as assigned. Perform all other duties as assigned. Qualifications High school diploma or equivalent required. Previous experience working with animals preferred; veterinary or animal care background strongly valued. Basic computer proficiency, including the ability to use computer systems, email, practice management software, Microsoft Office applications, and basic scheduling tools. Able to perform basic math for cash handling, billing, and appointment management. Manual dexterity required for typing, filing, and handling patients or supplies. Strong written and verbal communication skills; able to communicate clearly with clients, team members, and veterinarians. Demonstrated ability to provide professional, empathetic, and client-focused service while maintaining composure in high-stress or emotionally challenging situations. Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds. Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday. Professional, neat appearance consistent with hospital standards. Hours Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations. Compensation and Benefits The expected compensation range for this role is $17 to $24 hourly, depending on experience, education, and skill level. We offer a comprehensive benefits package that includes medical, dental, and vision coverage. In addition, employees are eligible to participate in our 401(k) retirement plan. Other benefits include paid time off, paid holidays and access to employee assistance program. As set forth in VetEvolve’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. #J-18808-Ljbffr VetEvolve