Client Service Representative, Internal Medicine

Ethos Veterinary Health•Red Bank, NJ

2d•$20 - $25•Onsite

About The Position

The Specialty Client Service Representative (CSR) for Internal Medicine serves as the primary communication, scheduling, and workflow coordination hub for Internal Medicine Services. The role coordinates communication among clients, referring veterinarians, doctors, and technicians; manages appointment access and referral workflows; screens and escalates communications; completes protocol-based follow-up; and supports continuity of care. The CSR independently handles routine communications and approved follow-up activities, escalating matters requiring clinical intervention to the appropriate technician or veterinarian. This position does not provide direct patient care or involve hands-on animal handling. The position supports an advanced specialty veterinary hospital and is intended to improve communication efficiency and the client experience, strengthen referral relationships, and allow technicians and veterinarians to focus on patient care. It also includes administrative coordination, documentation, communication tracking, and participation in workflow improvement.

Requirements

High school diploma or equivalent.
Ability to perform the functions of a General Customer Service Representative.
At least three years of specialty veterinary experience.
Veterinary Technician, Veterinary Assistant, Veterinary CSR, or similar specialty veterinary support experience.
Demonstrated knowledge of veterinary medical terminology, disease processes, pharmacology, diagnostics, and laboratory testing.
Ability to communicate routine medical information using established department protocols and escalation guidelines.
Ability to assess the urgency of patient concerns and appropriately escalate communications.
Experience communicating with clients professionally, compassionately, and with a service-oriented approach.
Strong organizational, prioritization, and multitasking abilities.
Excellent verbal and written communication skills.
Experience working with electronic medical record systems.
Fluent English speaking and reading skills.

Nice To Haves

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

Responsibilities

Manage voicemail, email inboxes, and other communication platforms, and return client communications promptly and professionally.
Serve as the primary communication liaison among clients, doctors, technicians, and referring veterinarians.
Communicate approved non-clinical information, including scheduling updates, appointment recommendations, procedural preparation instructions, and follow-up requirements.
Complete client callbacks that do not require direct veterinarian involvement, following department protocols and approved communication guidelines.
Communicate medication instructions, preparation information, and follow-up recommendations as directed by veterinarians and department protocols.
Answer client questions about diagnostics, medications, procedures, and follow-up care using approved guidelines and escalation pathways.
Provide approved educational materials and hospital resources, and assist clients in understanding processes and next steps.
Assist with service recovery and resolution of client concerns while maintaining exceptional client service standards.
Screen and prioritize incoming communications according to department protocols, identify concerns requiring same-day review, and escalate urgent concerns appropriately.
Recognize clinical red flags and abnormal findings; handle routine communications independently and escalate complex medical questions, treatment recommendations, and clinical concerns to the appropriate technician or veterinarian.
Document communication screening, escalation activities, and client interactions in the medical record.
Coordinate new consultations, ultrasounds, rechecks, procedures, and follow-up appointments.
Manage waitlists and cancellation lists, monitor provider schedules, and identify opportunities to improve appointment utilization and access.
Ensure referral records and supporting documentation are available before appointments, and coordinate procedural scheduling requirements and client preparation instructions.
Coordinate referral intake, record acquisition, and communications with referring veterinary hospitals about appointments and required documentation.
Facilitate transfer of consultation reports and support continuity of care between RBVH and referring veterinarians; monitor referral workflows through completion and closure.
Monitor outstanding communication requests and route diagnostic results, recommendations, and client inquiries to the appropriate clinical team member.
Coordinate follow-up communications after appointments, procedures, and diagnostic testing; verify that clients receive necessary updates and escalate unresolved concerns.
Maintain ownership of assigned communication workflows from initial 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 improvement opportunities, participate in departmental projects and process-improvement initiatives, and support cross-functional operations during periods of increased volume.