Client Service Representative, Oncology

Ethos Veterinary Health•Red Bank, NJ

5d•$20 - $25•Onsite

About The Position

The Client Service Representative (CSR) of Oncology at Red Bank Veterinary Hospital serves as the primary communication, scheduling, and workflow coordination hub for Oncology Services. This role leverages advanced veterinary knowledge and established departmental guidelines to act as a central point of coordination for clients and referring veterinarians. The CSR oversees appointment scheduling, referral management, communication triage and escalation, protocol-based follow-up, and continuity of care. This position does not provide direct patient care or perform hands-on animal handling. The role is designed to improve communication efficiency, enhance client experience, strengthen referral relationships, and allow technicians and veterinarians to focus on patient care activities.

Requirements

High school diploma or equivalent.
Ability to perform functions as a General Customer Service Representative (CSR)
Minimum three (3) years of specialty veterinary experience.
Veterinary technician, Veterinary Assistant, Veterinary CSR, or similar specialty veterinary support experience required.
Demonstrated knowledge of veterinary medical terminology, disease processes, pharmacology, diagnostics, and laboratory testing.
Ability to communicate routine medical information utilizing established department protocols and escalation guidelines.
Ability to assess urgency of patient concerns and appropriately escalate communications.
Experience communicating with clients in a professional, compassionate, and service-oriented manner.
Strong organizational, prioritization, and multitasking abilities.
Excellent verbal and written communication skills.
Experience working within electronic medical record systems.
Fluent English skills (speaking and reading) required.

Nice To Haves

Specialty, referral, or Emergency & Critical Care experience preferred.
EZVet experience preferred.
Experience managing high-volume client communications.
Experience coordinating patient access, waitlists, scheduling workflows, and referral communications.

Responsibilities

Manage voicemail, email inbox, and communication platforms.
Return client communications promptly and professionally.
Serve as the primary communication liaison between clients, doctors, technicians, and referring veterinarians.
Communicate approved non-clinical information including scheduling updates, appointment recommendations, procedural preparation instructions, and follow-up requirements.
Manage and complete client callbacks that do not require direct veterinarian involvement, utilizing established department protocols and approved communication guidelines.
Communicate medication instructions, procedural preparation information, and follow-up recommendations as directed by the veterinarian and in accordance with department protocols.
Answer client questions regarding diagnostics, medications, procedures, and follow-up care utilizing approved guidelines and escalation pathways.
Provide approved educational materials, hospital resources, and support client understanding of processes and next steps.
Assist with service recovery and resolution of client concerns.
Maintain exceptional client service standards.
Screen and prioritize incoming client communications utilizing established department protocols.
Identify communications requiring same-day review and escalate urgent concerns appropriately.
Recognize clinical red flags and abnormal findings requiring escalation to the Specialty team.
Handle routine communications independently while escalating complex medical questions, treatment recommendations, or clinical concerns to the appropriate technician or veterinarian.
Document all communication screening, escalation activities, and client interactions within the medical record.
Coordinate new consultations, ultrasound, rechecks, procedures and follow-up appointments.
Manage waitlists and cancellation lists proactively to maximize patient access.
Monitor provider schedules and identify opportunities to improve appointment utilization and access.
Ensure referral records and supporting documentation are available prior to appointments.
Coordinate procedural scheduling requirements and client preparation instructions.
Coordinate referral intake, record acquisition, and communication with referring veterinary hospitals regarding appointments and required documentation.
Facilitate transfer of consultation reports and support continuity of care between RBVH and referring veterinarians.
Monitor referral workflows to ensure completion and closure.
Support referral relationship management through timely communication, coordination, and exceptional service.
Monitor outstanding communication requests and ensure diagnostic results, recommendations, and client inquiries are routed to the appropriate clinical team member.
Coordinate follow-up communications after appointments, procedures, and diagnostic testing to ensure continuity of care.
Verify that clients have received necessary updates, recommendations, and next steps; escalate unresolved concerns appropriately.
Maintain ownership of assigned communication workflows from initial client contact through resolution.
Maintain departmental tracking systems and identify communication gaps and workflow barriers.
Maintain communication logs, documentation, and department communication metrics.
Assist with administrative coordination related to estimates, consent forms, and procedural preparation as assigned.
Identify workflow trends and opportunities for improvement; participate in departmental projects and process improvement initiatives.
Support cross-functional operations during periods of increased volume.