ER Client Services Representative

Job Posting Information

• Posting Number: PG194858SP
• Internal Recruitment:
  No
• Working Title:
  
  ER Client Services Representative
• Anticipated Hiring Range: $40,000 - $43,200
• Work Schedule:
  
  Saturday-Tuesday 12:30pm-11pm, Monday-Thursday 10:30am-9pm; holidays and on call required
• Job Location:
  
  Raleigh, NC
• Department: CVM Teaching Hospital

About the Department

The NC State Veterinary Hospital (VH), established in 1983, is one of the highest rated veterinary academic medical centers in the country, serving communities throughout North Carolina as well as many other states. The hospital staffs over twenty clinical services with board certified specialists that are nationally and even internationally renowned, ensuring the VH is on the cutting edge of veterinary medicine.

Patients benefit from the combined expertise of multiple specialists utilizing a team approach to patient health care. Each year, nearly 35,000 patients are treated in the VH. The VH provides compassionate care, state of the art specialty health care, expert clinical instruction for 4th year veterinary students from College of Veterinary Medicine, and ongoing investigation of innovative techniques and procedures to further advance the field of veterinary medicine.

As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being. Review our Employee Value Proposition and learn more about what makes NC State the best place to learn and work for everyone.

What we offer:

• Medical
  , Dental
  , and Vision
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• And so much more!

Attain Work-life balance with our Childcare benefits,
Wellness & Recreation Membership
, and Wellness Programs that aim to build a thriving wolfpack community.

Disclaimer:
Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered.

As a Client Service Representative (CSR), you are the face and voice of the NC State Veterinary Hospital, serving as the primary point of contact for clients, referring veterinarians, and hospital personnel. This position requires a proactive, adaptable problem-solver who thrives in a fast-paced environment and demonstrates exceptional customer service and communication skills. The CSR coordinates and executes client intake, registration, scheduling, triage, and discharge processes while ensuring accurate, complete, and compliant medical and administrative records.

In addition to standard CSR responsibilities, the CSR serves as an emergency point of contact for urgent and critical cases, assessing patient and client needs, facilitating rapid triage, and communicating promptly with clinical staff. Utilizing advanced office technology and a thorough understanding of hospital operations, the CSR also supports departmental efficiency, assists with staff training, and provides backup coverage to maintain seamless client experiences.

Key Responsibilities

• Client Interaction & Communication:
  Greet and check in clients, manage in-person and phone inquiries, respond accurately and empathetically to complex questions, clearly explain hospital policies, estimated costs, and deposit requirements, and provide immediate support during emergency situations.
• Scheduling & Coordination:
  Schedule appointments in accordance with service guidelines, appointment type, and clinical availability, communicate real-time updates to clinical teams and referring veterinarians, and prioritize urgent and emergency cases as needed.
• Medical & Administrative Records:
  Collect, verify, and summarize information from multiple sources, maintain accurate electronic and paper medical records, consent forms, and documentation, and ensure completeness and compliance, including emergency patient records.
• Triage & Problem Solving:
  Assess client-reported concerns and hospital guidelines to determine urgency, notify clinical staff promptly, and ensure appropriate follow-up, including patient discharge, referral coordination, and emergency response support.
• Financial & Operational Support:
  Handle deposits, monitor billing accuracy, process transactions, resolve discrepancies in collaboration with the Business Office, and support operational efficiency across departments, even during high-volume or emergency situations.
• Team Collaboration & Training:
  Serve as a resource for staff and referring veterinarians, cross-train new or temporary team members, provide backup coverage for front-facing client service roles, and facilitate smooth departmental operations, including support during critical or emergency cases.

Key Qualifications

• Communication
  
  Skills:
  
  Ability to maintain professional and effective communication under pressure.
• Customer Service Excellence: A genuine passion for helping people and…