Veterinary Customer Service Representative - Lead

Central Maui Animal Clinic is seeking an experienced full-time LEAD Veterinary Customer Service Representative to join their team!

We are the only 24 hours Emergency Veterinary Facility on Maui!

We offer an incredible benefits package including medical, dental, vision, 401k, life insurance and fantastic pet benefits!

The purpose of this position is to provide outstanding client service, answer the phone, differentiate between routine and emergency cases, schedule appointments, greet clients, admit and check out patients, process payments, manage financial information, and communicate information between clients and staff. To succeed in this role you will be someone who enjoys working with people and diverse clients and is caring, friendly, and efficient.

You will create a warm and welcoming impression, remain professional and courteous while handling multiple tasks with many interruptions.

Operates a multiple-line telephone system, answers incoming lines, places callers on hold, transfers calls, and pages staff members, takes and routes messages for veterinarians and staff members. Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills. Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies.

Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member. Communicates with clients as needed regarding invoices and the medical status of their pets. Maintains knowledge of current wellness‑care standards and common medical problems. Schedules appointments to meet the clients’ needs and most efficiently use veterinarians’ and staff members’ time. Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.

Assists staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms. Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members. Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.

Performs other duties as directed.

• Create and foster a respectful and inclusive team environment and culture by welcoming and celebrating differences to ensure a supportive, productive, and engaging experience for team members resulting in positive engagement scores and low turnover rates.
• In coordination with clinic’s leadership (Practice Manager, Medical Director, Leads, etc.) help sustain an environment that supports team members in doing their jobs well, ensuring each team member receives the prescribed training and feedback, and meets the required qualifications for their position through coaching peak levels of productivity, efficiency, and teamwork.
• Engage in the team's wellbeing, focus on personal connections and check‑ins to best understand, and implement the appropriate level of support resulting in positive job satisfaction scores.
• Address all team member concerns and issues, following up and communicating with Practice Manager.
• Address emergent issues, including client escalations and urgent requests to ensure positive client satisfaction scores, following up and communicating with Practice Manager.
• Act as the Thrive Ambassador to the clinic team by educating, modeling, and supporting company initiatives to ensure engagement and compliance with all programs.

• Prior experience working as a veterinary CSR/receptionist.
• Possess a high level of customer service, multi-tasking, and communication.
• Preferred: prior experience as a lead/supervisor or management position.
• Availability to work all shifts, including evenings and weekends.
• Ability to meet essential job function attributes including:
  • Ability to routinely lift 40+ pounds; ≥ 50 pounds with assistance.
  • Frequent/extended standing, kneeling, bending, crouching, reaching — often in awkward positions.
  • Exposure to all types of hazard situations/chemicals, including, anesthetic and sterilant gases, radiant energy, infectious diseases, potentially irritant cleaning solutions, potentially aggressive animals.
• Reliable attendance and punctuality.

At least two years’ recent experience in an office or medical environment, with increasing responsibilities.

Schedule: 4x10 hour day shifts

Compensation: $20-$22 /hour, actual rate will be determined based on your skillset and experience.

Apply today!