Client Services Representative, CVH

Oregon Humane•Portland, OR

12d•$24 - $26•Onsite

About The Position

The Client Services Representative is part of the Medical Services team at Oregon Humane’s Community Veterinary Hospital (CVH). This role facilitates high-quality, positive interactions between Oregon Humane and the public by providing responsive, empathetic service to hospital clients and patients, explaining organizational policies and programs, and completing work reliably and accurately. Staff are expected to support Oregon Humane’s mission and stay informed about animal welfare issues and the organization’s programs. The position handles client-facing hospital operations, including greeting clients and pets, coordinating appointments and patient flow, responding to inquiries, explaining recommendations and charges, processing payments, and maintaining accurate financial records. The representative also helps keep the reception area orderly, supports volunteers and partner teams, and follows safety and animal-handling protocols. The work involves frequent communication with staff, clients, volunteers, donors, and other stakeholders in an active office and medical-center/animal-shelter environment. Travel between Oregon Humane’s Portland and Salem campuses may be required, and work at both campuses may be required.

Requirements

At least 1 year of experience providing customer service to a broad audience in a professional work environment.
Ability to balance multiple tasks and priorities, complete tasks, and meet deadlines.
Ability to exercise discretion, judgment, impartiality, and confidentiality when handling personnel, financial, and proprietary information.
Willingness and ability to learn new tasks and become proficient quickly.
Proficiency with Microsoft Office tools, including Outlook, Word, Excel, and PowerPoint.
Availability to work weekends regularly and evenings and holidays as needed.
Ability to obtain Human CPR/First Aid certification within the first 3 months of employment and maintain it throughout employment.
Sound judgment and a professional demeanor in interactions with the public, partner agencies, donors, staff, and volunteers.
Excellent verbal and written communication skills, including the ability to communicate informatively, respectfully, and professionally with a diverse population.
Ability to remain in a stationary position for prolonged periods and respond to and perform life-saving techniques in an emergency.
Ability to lift, move, restrain, guide, or manage an animal weighing up to 150 lbs. on a leash occasionally.
Ability to lift and move objects weighing up to 50 lbs. occasionally and push or pull carted items weighing up to 100 lbs. occasionally.
Ability to perform occasional overhead reaching, use hands and arms at or above shoulder level, climb, bend, and prolonged standing, sitting, or stooping as needed.

Responsibilities

Greet clients and pets upon arrival and departure, and provide positive check-in and discharge experiences.
Check patients in, facilitate weights for canine patients, and guide patients and clients to exam rooms in coordination with the medical team.
Schedule appointments, surgeries, and other procedures and explain related pre-appointment and post-care needs.
Respond to calls, emails, and voicemails professionally and promptly, assisting clients with questions, concerns, and requests.
Handle emotionally charged situations with tact, empathy, respect, and composure.
Assess the urgency of patient concerns or injuries for scheduling purposes and refer uncertain cases to the medical team for further assessment.
Reinforce doctors’ recommendations, schedule follow-up appointments, and collect and process payments.
Explain invoices, charges, and quotes, and maintain familiarity with medical terminology, procedure charges, and diagnostic testing needs.
Explain hospital financial subsidy plans, eligibility criteria, and insurance and payment options to clients.
Support clients experiencing challenging circumstances, including houselessness, mental health issues, poverty, domestic violence, or racial inequity.
Complete opening and closing financial processes, submit daily financial reports, and check for coding or payment discrepancies and unresolved invoices.
Keep the lobby and reception area clean and orderly, promptly addressing pet accidents and other messes.
Give tours to new and prospective clients and guests.
Assist with volunteer training and work respectfully alongside volunteers.
Collaborate with and support the Client Resource Center team as needed.
Follow Oregon Humane safety, training, animal-handling, and transportation protocols.
Follow department standards, processes, and procedures to complete hospital operations efficiently and accurately.
Interact with animals of varying species, sizes, and temperaments, including animals in carriers and on leashes, and handle them safely, caringly, and respectfully.
Support related internal and external departments as needed and perform other duties requested by management.
Contribute to organizational stewardship, maintain ethical and respectful conduct, and remain open to feedback and learning.
Participate in dialogue and accountability with leadership and organizational teams, use data and insights to understand progress, and build feedback loops to assess milestones and impact.
Communicate effectively with executives and stakeholders, maintain productive relationships across departments and with donors, and represent Oregon Humane’s practices and reputation externally.