Manchester Vets - Client Services Representative

VetEvolve•Manchester, MD

15h

About The Position

The Client Services Representative (CSR) is the first and last point of contact for clients and plays a critical role in client satisfaction, communication, and hospital flow. This position requires professionalism, empathy, attention to detail, and the ability to multitask in a fast-paced veterinary environment. CSRs support both client needs and clinical teams to ensure efficient, compassionate care for patients and their owners.

Requirements

Strong customer service and communication skills
Ability to multitask and prioritize in a fast-paced environment
Professional demeanor with strong attention to detail
Ability to handle emotionally charged situations with compassion
Basic computer proficiency
Ability to work as part of a team
Ability to sit or stand for extended periods
Ability to handle stressful and emotional situations, including end-of-life care
Comfortable working in a busy, sometimes loud environment
Flexibility with scheduling, including extended shifts as needed
May include early mornings and/or evenings depending on hospital needs

Nice To Haves

Prior experience in a veterinary hospital or medical office
Experience using Cornerstone or similar veterinary PIMS
Knowledge of veterinary terminology
Cash handling, credit card, and Care Credit experience

Responsibilities

Greet clients and patients warmly, in person, by phone, and electronically (email/text)
Schedule appointments accurately and efficiently
Manage appointment flow and communicate delays or changes
Obtain and verify client and patient information
Provide clear explanations of hospital policies, estimates, and procedures
Handle difficult or emotional client situations with empathy and professionalism
Support clients during sensitive visits, including euthanasia appointments
Process payments (cash, credit, check, and Care Credit)
Accurately enter charges, invoices, and payments in the Practice Management System (Cornerstone)
Review and confirm estimates and invoices with clients
Manage daily cash drawer and end-of-day procedures as assigned
Handle prescription refill requests and client communications per protocol
Maintain accurate medical and client records
Coordinate communication between clients and medical staff
Assist with intake, discharge instructions, and follow-up communications
Maintain front desk cleanliness and organization
Follow established hospital protocols and SOPs
Support scheduling coverage needs, including flexibility for emergencies or staffing gaps