Veterinary Client Experience & Scheduling Specialist

AmeriVet Partners Management, Inc.; Lebanon (NH); On-site; USD 51,577,344 - 57,308,160; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Pet discounts

Career growth

Job summary

Hanover Veterinary Clinic in West Lebanon, NH is seeking a Customer Service Representative to be the frontline contact, manage appointments, handle calls and messages, and ensure smooth communication between clients and our medical team.

You will update client records, process billing, and assist with daily operations while delivering compassionate, client-focused service in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• Excellent communication and a strong desire to provide compassionate, client-focused service.
• Prior customer service experience, preferably in a veterinary or healthcare setting.
• Basic proficiency with technology, including scheduling software and online communication platforms.
• Strong organizational skills and the ability to handle multiple tasks efficiently, even during busy periods.

Responsibilities

• Answer calls and emails promptly with professional, friendly service.
• Schedule appointments based on client needs and veterinarian availability, including forward booking.
• Use technology to send appointment reminders, confirmations, and follow-up messages to keep clients informed and their pets' care on track.
• Make outbound calls to re-engage lapsed clients and encourage them to schedule appointments.
• Greet clients and pets warmly to ensure a positive experience throughout their visit.
• Use active listening to gather important medical information and triage inquiries, directing more complex questions to the medical team.
• Demonstrate empathy in all interactions, especially when dealing with upset or emotional clients, while maintaining a calm and professional demeanor.
• Promote current promotions and campaigns, keeping clients informed about special offers, services, and initiatives.
• Update client and patient records in our practice management system with accuracy and efficiency.
• Process billing transactions, including credit card payments, digital payments, financing options, and insurance claims.
• Maintain organized records of client communications and appointments to streamline operations.
• Provide clients with accurate post-visit instructions, including medication schedules and follow-up care.
• Help maintain a clean, organized reception area and assist with daily practice operations as needed.
• Inform clients about the services offered, preventive care options, and how they can conveniently book appointments online or shop for pet products through our online store.

Skills

Excellent communication

Customer service experience

Tech proficiency

Strong organizational skills

Education

High school diploma or equivalent

Tools

Scheduling software

Online communication platforms

Job description

Hanover Veterinary Clinic in West Lebanon, NH is seeking a Customer Service Representative to be the frontline contact, manage appointments, handle calls and messages, and ensure smooth communication between clients and our medical team.

You will update client records, process billing, and assist with daily operations while delivering compassionate, client-focused service in a fast-paced environment.