Veterinary Client Experience Specialist

Veritas Veterinary Partners•Tustin, CA

8d•Onsite

About The Position

Veritas Veterinary Partners is seeking a warm, professional, and highly organized Client Experience Representative to serve as the face of a Partner Hospital. This role is central to how Veritas Veterinary Partners is perceived and experienced, as the representative is the first person clients encounter and the last they see before leaving. The position operates at the front desk and is responsible for delivering exceptional in-person and phone-based client service, managing billing and payment processes, and supporting all aspects of the client journey from arrival through departure. Veritas Veterinary Partners is dedicated to recruiting top-tier talent and fostering collaboration within its community, with a focus on exceptional care and bringing together highly trained veterinarians, technicians, and teammates committed to patient well-being. They believe in 'Truth in Medicine and Trust in Partnerships,' ensuring the highest standard of care.

Requirements

Minimum one year of experience in a client-facing, customer service or reception role in a professional environment.
Strong interpersonal and verbal communication skills with a warm and professional demeanor.
Ability to manage multiple tasks simultaneously in a high-volume, fast-paced environment.
Basic proficiency with computer systems, scheduling platforms and point-of-sale or billing software.
Reliability, punctuality and a consistent professional presence at the front desk.

Nice To Haves

Experience in a veterinary, human healthcare or similarly client-intensive service environment.
Familiarity with ezyVet, Impromed, AVImark or similar practice management software.
Background in hospitality, luxury service or patient-facing healthcare reception.
Experience processing payments, presenting financial estimates or working with CareCredit or similar financing products.

Responsibilities

Greet clients and patients warmly upon arrival, creating a welcoming and reassuring first impression.
Complete accurate check-in processes including verifying client and patient information, confirming appointment details and notifying clinical teams of patient arrival.
Manage the reception area and waiting room, communicating wait time updates to clients proactively and with empathy.
Answer incoming phone calls promptly and professionally, routing calls, taking messages and providing information within scope.
Maintain an organized and professional front desk environment throughout the shift.
Present financial estimates clearly and with compassion, ensuring clients understand charges associated with their pet's care.
Process payments accurately using approved payment methods including credit, debit, CareCredit and payment plans.
Reconcile end-of-shift transactions and report discrepancies to the supervisor or manager.
Provide clients with information about payment options and direct complex financial questions to the Financial Liaison or supervisor.
Maintain accurate client account information within the practice management system.
Coordinate client discharge by ensuring all paperwork, prescriptions and discharge instructions are complete and clearly communicated.
Schedule follow-up appointments and referrals as directed by the clinical team.
Reinforce key discharge instructions with clients in plain accessible language, ensuring they leave with a clear understanding of home care expectations, medication schedules and when to seek follow-up care.
Send appointment reminders, follow-up communications and client satisfaction outreach as directed.
Document all client interactions and transactions accurately in ezyVet or other designated systems.