Veterinary Client Experience Specialist

Stevenson Village Veterinary; Baltimore (MD); On-site; USD 23,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

401(k) plan

Annual workwear stipend

Employee pet discounts

Job summary

Stevenson Village Veterinary Hospital in Baltimore, MD seeks a compassionate Veterinary Client Service Representative. You will be the welcoming face at the front desk, answer phones, schedule appointments, and coordinate with the medical team to ensure a smooth client and patient experience.

The role requires at least one year of veterinary receptionist or client service experience, familiarity with Cornerstone, and excellent communication skills.

Qualifications

• At least one year of veterinary reception or veterinary client service experience.
• Experience with veterinary practice management software; Cornerstone experience preferred.
• Familiarity with veterinary terminology, common appointment types, vaccination protocols, and prescription refill workflows
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to remain calm, compassionate, and professional during busy periods or emotionally difficult conversations.
• Comfort working around dogs and cats of varying sizes, breeds, and temperaments.

Responsibilities

• Welcome clients and patients warmly and professionally, both in person and over the phone.
• Manage a multi-line telephone system and respond to questions about appointments, prescriptions, medical records, and hospital services.
• Listen carefully to client concerns and ensure questions and messages reach the appropriate medical team member.
• Approach sensitive conversations with empathy and discretion.
• Schedule appointments, confirm visits, and maintain an organized appointment book.
• Process payments, explain invoices, and schedule follow-up care; maintain client/patient records in the practice management software.
• Coordinate with the medical team to support efficient patient flow and minimize communication gaps.
• Maintain a clean, organized, and welcoming reception area.
• Communicate client concerns promptly and identify urgent messages for appropriate medical team review.
• Complete assigned responsibilities accurately and within expected timeframes.
• Follow hospital policies and workflows; take responsibility for tasks and communicate needs.
• Protect client confidentiality and work with the team to ensure outstanding items are handed off.

Skills

Veterinary reception

Client service

Communication skills

Organizational skills

Compassion

Tools

Cornerstone

Job description

Stevenson Village Veterinary Hospital in Baltimore, MD seeks a compassionate Veterinary Client Service Representative. You will be the welcoming face at the front desk, answer phones, schedule appointments, and coordinate with the medical team to ensure a smooth client and patient experience.

The role requires at least one year of veterinary receptionist or client service experience, familiarity with Cornerstone, and excellent communication skills.