Are you a compassionate, organized, and resilient professional who thrives in a fast-paced environment? We are seeking an experienced Overnight Client Service Representative (CSR) to join our Emergency & Specialty Veterinary team. This position plays a critical role in supporting pet owners during some of the most stressful moments they may experience while ensuring exceptional client service and efficient hospital operations.
As the first point of contact for clients, referring veterinarians, and patients, you will help create a welcoming and supportive environment while coordinating communication, scheduling, financial transactions, and patient intake processes. If you excel at multitasking, maintaining composure under pressure, and providing outstanding customer service, we'd love to hear from you.
Friday–Sunday | 5:00 PM – 5:00 AM
Client Relations & Communication
- Greet clients and answer incoming calls with professionalism, empathy, and compassion.
- Serve as a liaison between clients, veterinarians, technicians, and referring veterinarians (pDVMs).
- Provide timely patient status updates under veterinary direction.
- Support pet owners during emergency and high-stress situations with patience and understanding.
- Deliver an exceptional client experience from admission through discharge.
Financial Coordination & Client Education
- Secure deposits and process payments for emergency visits, procedures, and hospitalizations.
- Explain treatment estimates, financial policies, and payment options.
- Educate clients about third-party financing resources such as CareCredit and Scratchpay.
- Perform basic charge auditing to ensure billing accuracy and completeness.
Appointment Scheduling & Patient Flow
- Schedule emergency visits, specialty consultations, and follow-up appointments.
- Triage incoming calls and coordinate urgent patient admissions.
- Manage appointment flow to support efficient hospital operations.
- Maintain accurate and detailed patient records within the hospital's electronic medical record system.
Patient Intake & Documentation
- Process intake forms, consent documents, treatment estimates, and medical records.
- Ensure all patient information is entered accurately and promptly.
- Assist with client visitation coordination and exam room preparation.
- Support the admission and discharge process for hospitalized patients.
Operational & Team Support
- Maintain a clean, organized, and professional reception and lobby area.
- Collaborate closely with veterinarians, technicians, and support staff to ensure seamless communication and workflow.
- Assist with transporting patients when needed.
- Help support specialty procedures and hospitalized patient documentation.
Emergency Support
- Remain calm, focused, and organized during emergency situations.
- Assist with triage support and patient intake processes.
- Prepare and manage documentation for emergency and specialty cases.
- Adapt quickly to changing priorities in a busy hospital environment.
- Previous experience in a veterinary clinic, emergency hospital, or specialty veterinary practice preferred.
- Strong customer service and client communication skills.
- Ability to provide compassionate support to clients during emotionally challenging situations.
- Excellent multitasking and organizational abilities.
- Comfortable working in a fast-paced, high-volume environment.
- Basic knowledge of veterinary terminology and common emergency presentations preferred.
- Experience with veterinary software systems such as Instinct, VIA, Avimark, ezyVet, or similar platforms is a plus.
- Comfortable discussing treatment costs, financial policies, and payment options with clients.
Education & Physical Requirements
- High school diploma or equivalent required.
- Ability to stand and walk for extended periods.
- Ability to assist with handling pets weighing up to 40 pounds when necessary.
