Client Services Representative (BLANK AST 2)

About the Role

The Client Service Representative (CSR) provides essential administrative and client-facing support within the Veterinary Medical Teaching Hospital (VMTH). This role serves as the primary point of contact for clients, referring veterinarians, clinicians, and students, delivering compassionate, professional, and efficient service in a fast-paced, 24-hour hospital environment. The CSR floats between the Small Animal Clinic (SAC) and Large Animal Clinic (LAC) as operational needs require and may involve evenings, weekends, or holidays. This position is critical in supporting the hospital’s teaching mission while ensuring a positive client experience and facilitating high-quality patient care.

Key Responsibilities

• 60% - Customer Service, Scheduling, Admissions, Phones and Medical Records
• 30% - Discharge, Billing, and Cashiering
• 10% - Training and Mentorship

Requirements & Tech Stack

• Reception experience in a veterinary or medical office setting.
• Experience using multi-line phone systems in a high-volume environment.
• Demonstrated experience with invoicing, estimates, deposits, and payment processing with a high level of accuracy.
• Ability to multitask, prioritize, and remain organized in a fast-paced environment.
• Proven ability to work collaboratively within a team setting.
• Strong interpersonal communication and customer service skills to interact professionally and effectively with individuals of diverse ages, backgrounds, and perspectives.
• Ability to communicate clearly in person, by phone, and via email.

Qualifications

• No license requirement.
• No educational requirement.
• Knowledge of animal anatomy and medical terminology sufficient to provide general information and make appropriate referrals for both small and large animal services.
• Knowledge of VMTH policies, procedures, standards, disease processes, and scientific terminology related to admissions, records, and billing.
• Familiarity with veterinary hospital admissions, medical records, cashiering, and confidentiality requirements.
• Demonstrated conflict resolution and de-escalation skills.

Work Environment & Physical Demands

• This is a 100% on-site position.
• May require working with or around areas with sick animals, hazardous materials, and/or infectious diseases, and distraught clients.
• Maintain a working schedule coordinated with team members including variable hours, weekends, holidays, and occasional overtime, to provide coverage for a 24-hour/7-day week coverage in client services to meet operational needs.
• May require working variable hours and occasional overtime.
• Physical demands include occasional standing, walking, lifting/carrying 0-25 lbs, pushing/pulling 0-25 lbs, bending/stooping, squatting/kneeling, twisting, climbing, overhead reaching, and frequent sitting and keyboard use/repetitive motion.
• Mental demands include sustained attention and concentration, complex problem-solving/reasoning, ability to organize & prioritize, communication skills, numerical skills, and constant interaction with customers/patients involving multiple concurrent tasks.

Special Requirements

• This is a critical position and employment is contingent upon clearing criminal background check(s), which may include drug screening, medical evaluation clearance, and functional capacity assessment.
• The duties include the handling of cash (or cash equivalents).
• Misconduct Disclosure Requirement: Final candidates will be required to disclose any misconduct history as per UC policy.