Weekday Evening CSR

Weekday Evening Veterinary Client Service Representative (CSR)

Schedule

• Evening shift
• Emergency and specialty veterinary hospital setting

Some of the responsibilities you will own in this role:

• Greet clients and their pets with a compassionate, professional, and welcoming approach in a fast-paced veterinary emergency hospital.
• Answer incoming phone calls, respond to client questions, and provide exceptional veterinary customer service.
• Serve as a key liaison between clients, veterinarians, veterinary technicians, and referring primary care veterinarians (pDVMs).
• Provide timely patient updates and communicate care information under the direction of the veterinary medical team.
• Support clients with empathy and professionalism during stressful, emotional, and emergency situations.

• Collect deposits and process payments for emergency veterinary services, procedures, and hospitalizations.
• Clearly explain estimates, pricing, payment policies, and financial requirements to clients.
• Educate clients about available third-party financing options, including CareCredit and Scratchpay.
• Review charges and perform basic financial audits to help ensure accurate and complete invoices.

• Schedule and coordinate emergency veterinary visits, specialty consultations, rechecks, and patient appointments.
• Triage incoming calls and assist with coordinating urgent patient admissions under established hospital protocols.
• Maintain accurate patient information and appointment details in the electronic medical record (EMR) system.
• Coordinate patient flow, client visits, and communication between the front desk and clinical teams.

• Complete and process patient intake forms, consent forms, treatment authorizations, and other medical documentation.
• Obtain and accurately enter client and patient information into the hospital's EMR system.
• Maintain organized, accurate, and up-to-date veterinary medical records.
• Prepare documentation for specialty procedures, hospitalized patients, and emergency cases.

• Maintain a clean, organized, and professional veterinary reception area and client lobby.
• Collaborate with veterinarians, veterinary technicians, assistants, and other hospital staff to support efficient patient care and workflow.
• Assist with escorting clients and patients to exam rooms and coordinating patient visitations.
• Ensure clear and timely communication between the front desk and medical team.

• Remain calm, organized, and compassionate while assisting with emergency veterinary triage and patient intake.
• Prioritize incoming calls, client needs, and administrative responsibilities in a busy emergency environment.
• Prepare and manage documentation for emergency procedures, specialty services, and hospitalized patients.
• Support the veterinary team during urgent situations while maintaining excellent client communication.

Preferred Qualifications

Skills & Qualifications

• Previous experience as a veterinary receptionist, veterinary client service representative, veterinary assistant, or animal hospital receptionist preferred.
• Experience in a veterinary emergency hospital, specialty hospital, or fast-paced veterinary clinic is a plus.
• Strong verbal and written communication skills with a high level of empathy and emotional intelligence.
• Ability to remain calm, professional, and organized during high-stress or emergency situations.
• Excellent multitasking, problem-solving, and organizational skills.
• Basic understanding of veterinary terminology, common medical conditions, and emergency presentations preferred.
• Experience with veterinary practice management or EMR software; familiarity with Instinct or VIA is a plus.
• Comfortable handling financial transactions and discussing treatment estimates, payments, and costs with clients.
• Strong attention to detail and commitment to maintaining accurate medical and financial records.
• Dependability and a collaborative, team-oriented attitude.

Education & Physical Requirements

• High school diploma or equivalent required.
• Ability to stand and walk for extended periods throughout the shift.
• Ability to assist with and safely handle patients weighing up to 40 lbs. when needed.
• Ability to work effectively in a busy emergency and specialty veterinary hospital environment.

Benefits

• Paid time off
• Health insurance
• Dental Insurance
• Vision insurance
• Employee discounts
• Flexible schedules
• 401K with company match
• Training and Career development