Veterinary Client Experience Specialist

VCA Animal Hospitals, Inc; Edmond (OK); On-site; USD 18,000 - 25,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Employee pet discounts

401(k)

Job summary

VCA Animal Hospitals, Inc is seeking a Customer Service Representative (CSR) to greet clients and pets, manage front-desk activities, and support efficient hospital operations. The CSR is the first point of contact, handling calls, scheduling, payments, and documentation with empathy and professionalism.

You will collaborate with veterinarians and staff to ensure smooth patient flow, accurate records, and excellent client service in a busy veterinary setting. Prior experience is a plus.

Qualifications

• Previous customer service or client-facing experience preferred.
• Veterinary, medical, or animal care experience is a plus.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Comfortable using computers and learning practice management and scheduling software.
• Ability to remain calm, professional, and compassionate when interacting with clients who may be stressed or concerned about their pets.
• Ability to work collaboratively as part of a team while maintaining accountability for assigned responsibilities.

Responsibilities

• Welcome clients and their pets warmly, providing compassionate, professional, and attentive customer service.
• Answer incoming phone calls, respond to client inquiries, schedule appointments, and direct calls to the appropriate team members.
• Schedule appointments efficiently, following hospital scheduling guidelines and ensuring appropriate appointment types and durations.
• Check patients in and out, maintain accurate client and patient records, and process payments and invoices.
• Communicate with clients regarding appointment reminders, follow-up care, prescription requests, and other hospital needs.
• Ensure patients with medically necessary follow-up care are scheduled for future appointments before leaving the hospital whenever possible.
• Assist with client education regarding hospital services, wellness plans, CareClub benefits, and available pharmacy options.
• Receive and appropriately route faxes, medical records, prescription requests, and other incoming documentation to the appropriate team members.
• Maintain accurate records within the hospital's practice management system.
• Collaborate with veterinarians, veterinary technicians, and hospital leadership to support efficient patient flow and a positive client experience.
• Handle client concerns professionally, demonstrating empathy and escalating issues to hospital leadership when appropriate.
• Maintain a clean, organized, and welcoming reception area.
• Follow hospital policies and procedures regarding client communication, financial transactions, confidentiality, and patient safety.
• Support hospital goals related to client satisfaction, appointment utilization, client retention, and overall operational efficiency.
• Perform additional duties as assigned to support the needs of the hospital.

Skills

Communication

Customer service

Organization

Multitasking

Computer skills

Teamwork

Tools

Practice management software

Scheduling software

Job description

VCA Animal Hospitals, Inc is seeking a Customer Service Representative (CSR) to greet clients and pets, manage front-desk activities, and support efficient hospital operations. The CSR is the first point of contact, handling calls, scheduling, payments, and documentation with empathy and professionalism.

You will collaborate with veterinarians and staff to ensure smooth patient flow, accurate records, and excellent client service in a busy veterinary setting. Prior experience is a plus.