Hoffman Animal Hospital - Client Service Representative

Hoffman Animal Hospital • Annapolis, MD

13h • Onsite

About The Position

Hoffman Animal Hospital is seeking a Client Service Representative (CSR) to join their team. The CSR is crucial in creating a positive experience for clients and their pets, handling interactions with professionalism and empathy. This role supports the hospital's operations by managing communications, maintaining records, and assisting the veterinary team. The hospital is a Fear Free Practice focused on small animal preventative care, medicine, dentistry, and basic soft tissue surgery, and is led by a Medical Director who is engaged with mentorship programs for new graduates.

Requirements

• High school diploma or equivalent required.
• Basic computer proficiency, including the ability to use computer systems, email, practice management software, Microsoft Office applications, and basic scheduling tools.
• Accurate data entry and record-keeping skills.
• Able to perform basic math for cash handling, billing, and appointment management.
• Manual dexterity required for typing, filing, and handling patients or supplies.
• Strong written and verbal communication skills; able to communicate clearly with clients, team members, and veterinarians.
• Demonstrated ability to provide professional, empathetic, and client-focused service while maintaining composure in high-stress or emotionally challenging situations.
• Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.
• Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.
• Professional, neat appearance consistent with hospital standards.

Nice To Haves

• Previous experience working with animals preferred; veterinary or animal care background strongly valued.

Responsibilities

• Greet clients and patients warmly, providing professional, empathetic, and attentive service while answering in-person inquiries promptly.
• Complete patient check-in and check-out efficiently while serving as a liaison with hospital staff and communicating real-time patient status and flow changes.
• Maintain client communications via phone, email, and mail, including follow-ups and thank-you messages.
• Schedule, confirm, and forward book appointments, routing requests appropriately; triage patients based on urgency.
• Communicate clearly about hospital services, wellness care, vaccinations, diagnostics, surgical aftercare, and specialty packages.
• Handle sensitive situations (e.g., euthanasia, test results, payments) with tact and professionalism.
• Maintain accurate patient records, request and attach prior records, and ensure charges are captured.
• Complete cash reconciliation, end-of-day financial tasks, and bank deposits while accurately processing payments and refunds, including transactions through Care Credit and credit card terminals.
• Fill veterinary prescriptions accurately and provide instructions to clients.
• Assist with over-the-counter product sales and maintain inventory.
• Support veterinarians, technicians, and Practice Manager with patient care and administrative tasks.
• Maintain a clean, organized, and safe hospital environment; follow safety and hygiene protocols.
• Participate in opening, closing, and weekend duties as assigned.
• Perform all other duties as assigned.

Benefits

• medical, dental, and vision coverage
• 401(k) retirement plan
• paid time off
• paid holidays
• employee assistance program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED