Manchester Vets - Client Services Representative

Manchester Vets - Client Services Representative

Manchester, Maryland, United States

Founded in 1981 by Dr. Tim Sorrells, Manchester Veterinary Services is a long-standing and reputable companion animal practice in Manchester, Maryland. The practice recently completed a 10-year equipment and facility improvement process, and in September 2020 we opened a brand new location three minutes north of the former clinic’s site. With this new expansion and updated equipment, the practice is able to offer a broader range of services to its clients.

Along with routine veterinary work, MVS offers x-ray, dental, ultrasound, surgery, and therapy laser services, among others. Our fun, tight-knit team has strong clinical skills in the areas of wellness and dentistry and are excited to welcome new veterinary professionals!

Position Title: Client Services Representative (CSR)

Department: Client Services / Front Desk

Reports To: Practice Manager / Hospital Administrator

Employment Type: Full-time

The Client Services Representative (CSR) is the first and last point of contact for clients and plays a critical role in client satisfaction, communication, and hospital flow. This position requires professionalism, empathy, attention to detail, and the ability to multitask in a fast-paced veterinary environment. CSRs support both client needs and clinical teams to ensure efficient, compassionate care for patients and their owners.

Client Communication & Service

• Greet clients and patients warmly, in person, by phone, and electronically (email/text)
• Schedule appointments accurately and efficiently
• Manage appointment flow and communicate delays or changes
• Obtain and verify client and patient information
• Provide clear explanations of hospital policies, estimates, and procedures
• Handle difficult or emotional client situations with empathy and professionalism
• Support clients during sensitive visits, including euthanasia appointments
• Process payments (cash, credit, check, and Care Credit)
• Accurately enter charges, invoices, and payments in the Practice Management System (Cornerstone)
• Review and confirm estimates and invoices with clients
• Manage daily cash drawer and end-of-day procedures as assigned
• Handle prescription refill requests and client communications per protocol
• Maintain accurate medical and client records

Hospital Operations

• Coordinate communication between clients and medical staff
• Assist with intake, discharge instructions, and follow-up communications
• Maintain front desk cleanliness and organization
• Follow established hospital protocols and SOPs
• Support scheduling coverage needs, including flexibility for emergencies or staffing gaps

Required

• Strong customer service and communication skills
• Ability to multitask and prioritize in a fast-paced environment
• Professional demeanor with strong attention to detail
• Ability to handle emotionally charged situations with compassion
• Basic computer proficiency
• Ability to work as part of a team

Preferred

• Prior experience in a veterinary hospital or medical office
• Experience using Cornerstone or similar veterinary PIMS
• Knowledge of veterinary terminology
• Cash handling, credit card, and Care Credit experience

• Ability to sit or stand for extended periods
• Ability to handle stressful and emotional situations, including end-of-life care
• Comfortable working in a busy, sometimes loud environment
• Flexibility with scheduling, including extended shifts as needed
• May include early mornings and/or evenings depending on hospital needs

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Manchester Veterinary Services’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period…