Customer Service Representative - Float

VCA Animal Hospitals•Concord, CA

About The Position

The Customer Service Representative (CSR) is an essential member of the veterinary hospital team and the primary point of contact for clients and their pets. This floating role supports the hiring hospital and its sister locations, creating a welcoming, compassionate, and professional client experience while supporting daily operations. The CSR works closely with doctors, veterinary technicians, assistants, and hospital leadership to promote efficient patient flow and positive experiences for clients and team members. The position requires excellent communication, organization, attention to detail, and the ability to remain calm and professional in a fast-paced medical environment. The CSR handles client communications, appointments, check-in and checkout, payments, medical records, administrative tasks, and reception-area operations. The role also supports a positive client experience through empathy, clear communication, and strong working relationships with clients and the veterinary team. The CSR may need to work weekends, holidays, or extended hours depending on hospital needs. The work environment includes interacting with animals and may involve exposure to animal hair, bodily fluids, odors, cleaning products, and other materials commonly encountered in veterinary medicine. Employees must be able to remain on their feet for extended periods and sit, stand, bend, and move throughout the hospital during the workday.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication skills.
Strong customer service skills.
Strong organizational and multitasking abilities.
Ability to work effectively in a fast-paced environment.
Ability to handle sensitive or emotional client interactions professionally.
Basic computer proficiency.
Strong attention to detail and accuracy.
Ability to work collaboratively as part of a multidisciplinary veterinary team.
Ability to remain on feet for extended periods and to sit, stand, bend, and move throughout the hospital during the workday.
Ability to safely interact with dogs, cats, and other animals in a veterinary hospital environment.

Nice To Haves

Previous veterinary hospital, animal care, medical, dental, or healthcare experience.
Previous veterinary receptionist or customer service experience.
Familiarity with veterinary terminology and common veterinary services.
Experience with veterinary practice management software.
Experience handling medical records and financial transactions.

Responsibilities

Welcome clients and patients warmly and professionally.
Answer incoming phone calls, emails, and other client communications promptly and courteously.
Schedule, confirm, and modify appointments according to hospital protocols and doctor availability.
Clearly communicate appointment expectations, hospital policies, and required information to clients.
Assist clients with questions about services, medications, medical records, referrals, and hospital processes.
Maintain a compassionate and professional demeanor with clients in stressful or emotional situations.
Recognize client concerns and escalate medical or service-related issues to the appropriate team member or hospital leadership.
Communicate estimated costs, payment expectations, and available payment options.
Accurately check patients in and out; verify and update client and patient information.
Confirm appointment details and ensure required paperwork and consent forms are completed.
Prepare invoices, review charges, process payments, provide receipts, and address outstanding balances according to hospital policy.
Provide medication instructions, medical records, and other appropriate discharge materials.
Maintain an organized appointment schedule and coordinate appointments across doctors, technicians, procedures, drop-offs, and other services.
Identify scheduling conflicts and communicate with the medical team to resolve them.
Confirm upcoming appointments and follow protocols to reduce missed appointments and cancellations.
Help manage patient flow and minimize client wait times.
Coordinate referrals, outside diagnostics, specialty appointments, and medical record requests.
Maintain accurate and complete client and patient records; scan, upload, and organize medical documents and outside records.
Request records from referring hospitals and specialty facilities when needed.
Assist with prescription and medication refill requests according to hospital protocols and communicate requests to the appropriate medical team member.
Maintain confidentiality of client and patient information and complete administrative tasks accurately and on time.
Maintain a clean, organized, and professional reception and client-service area; monitor supplies and notify hospital leadership when replenishment is needed.
Support hospital protocols for safety, infection control, controlled substances, client privacy, and workplace standards.
Assist the medical team with appropriate non-medical administrative tasks during busy periods.
Communicate effectively with CSR, technician, assistant, and doctor teams to support smooth hospital operations.
Participate in staff meetings, training, and continuing education as requested; follow hospital policies, procedures, and workflows.
Help create a positive and welcoming experience for clients and patients, including during difficult conversations about finances, medical concerns, unexpected outcomes, or end-of-life care.
Educate clients about hospital services, preventive care recommendations, wellness plans, and other appropriate services.
Identify opportunities to improve the client experience and communicate suggestions to hospital leadership.
Build respectful relationships with clients and veterinary team members, and represent the hospital’s values and standards in every client interaction.