Client Care Specialist - Veterinary Hospital - Overnight

MSPCA-Angell Careers•Boston, MA

1d•Onsite

About The Position

The Client Care Specialist (CCS) at MSPCA–Angell is the first point of contact for pet owners, providing a warm, empathetic, and professional experience during potentially emotional times. This role is crucial for delivering compassionate care and ensuring clients feel supported from arrival to discharge. The CCS is an integral part of a high-performing veterinary team within one of the country's most respected veterinary hospitals, with opportunities for growth and increased responsibility.

Requirements

1–2 years of customer service experience
Strong communication skills — clear, compassionate, confident
Ability to stay calm, organized, and focused in high-energy environments
Comfort with computers, phones, scanners, and multitasking
Ability to stand for long periods and lift up to 40 lbs
A genuine passion for helping animals and the people who love them

Nice To Haves

Additional experience or credentials may be eligible for compensation aligned with qualifications.

Responsibilities

Deliver an Exceptional Client Experience: Welcome clients with warmth, empathy, and professionalism.
Check in appointments, emergencies, and specialty cases.
Keep clients informed with clear, confident communication.
Answer phones and respond to inquiries with accuracy and care.
Own the Admission & Discharge Process: Verify client information and review estimates.
Process payments and reconcile your cash drawer.
Coordinate smooth, stress-free discharges with clear instructions.
Support pet food sales, stocking, and prescription food pickups.
Support a High-Performing Veterinary Team: Collaborate closely with veterinary staff, supervisors, and managers.
Help onboard and mentor new team members.
Stay flexible and focused in a fast-moving, high-stakes environment.
Follow safety protocols and report concerns promptly.
Register emergency, referral, and unscheduled patients.
Gather essential clinical details for triage.
Explain emergency workflows and financial expectations.
Coordinate communication between clients, veterinary teams, and Admissions.
Provide updates to clients with hospitalized pets.
Accept animal surrenders when the Shelter is closed.
Prepare and present estimates for planned and emergency admissions.
Collaborate with veterinary staff to clarify estimate details.
Assist Billing and Front Office teams with financial services and payment options.
Serve as a financial liaison during admissions.