Veterinary Client Service Representative

Part Time

El Centro Pet Medical Center: 1202 S W S Young Dr, Killeen, TX 76543

The purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff.

Client Service Representative

Part Time

El Centro Pet Medical Center: 1202 S W S Young Dr, Killeen, TX 76543

Position Overview:

The purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff. The CSR enjoys working with people and diverse clients and is caring, friendly, and efficient.

Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions.

Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients. Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the CSR who creates a good first and last impression on our clients.

The importance of this role cannot be overemphasized.

Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.

Directly reports to the CSR Lead and/or Practice Manager. Will receive direction from the Practice Manager and veterinarians.

• Answer and route calls using a multi-line phone system
• Greet clients and patients warmly and professionally
• Schedule appointments and provide pre-visit instructions
• Address client questions or concerns and elevate when needed
• Review and explain invoices, take payments, and manage client records
• Assist with check-in and discharge of patients
• Communicate medical instructions from the team to clients
• Monitor appointment schedules and client wait times
• Ensure accurate and up-to-date records
• Triage urgent cases and notify medical staff appropriately
• Enter patient charges and reminders in the system
• Perform daily financial tasks and end-of-day reporting
• Handle correspondence and follow up communication
• Maintain cleanliness in reception and exam areas
• Restock supplies and maintain front desk materials
• Adhere to hospital and company policies, standards, and procedures
• Maintain knowledge of products and services
• Attend all staff and departmental meetings and trainings as requested

• Assist with veterinary technician responsibilities as needed
• Perform other duties as required

• High School diploma or equivalent
• Minimum of one year veterinary medicine experience required
• Customer service experience required
• Knowledge of general office practices and procedures, Client Care Specialist (receptionist) duties, and telephone techniques
• Demonstrated ability to perform clerical work with speed and accuracy, use a multi-line telephone system, and handle cash and other forms of payment
• Experience assembling patient records, obtaining relevant information from clients, and accurately entering a variety of information in patient records
• Ability to complete assigned tasks in the time allotted without direct supervision
• Demonstrated ability to show empathy toward clients and treat animals with respect and compassion
• Excellent interpersonal communication skills
• A commitment to outstanding client service
• Ability to safely lift objects weighing up to 40 pounds independently and objects over 40 pounds with assistance, with or without reasonable accommodation
• Ability to stay on task and work energetically for the entire shift, sometimes exceeding 10…