Veterinary Receptionist

Stevenson Village Veterinary Hospital•Baltimore, MD

10d•Onsite

About The Position

Stevenson Village Veterinary Hospital is seeking a compassionate, dependable, and team-oriented Veterinary Client Service Representative to support the client experience and connect clients with the medical team. The role serves as a welcoming presence at the front desk and a reassuring point of contact by phone, helping clients feel heard while supporting teammates and the care of pets and their families. The representative welcomes clients and patients, manages calls and appointment scheduling, supports check-in and check-out, processes payments, maintains accurate records, and coordinates communication with the medical team. The position also involves handling sensitive conversations with empathy, protecting client confidentiality, maintaining an organized reception area, and following hospital policies and workflows. This is a full-time position in Baltimore, Maryland. The schedule is Monday through Friday with rotating Saturday shifts from 8:45 AM to 1:00 PM. Weekday shifts may be opening (7:00 AM–6:15 PM), morning (7:00 AM–1:00 PM), or afternoon (12:00 PM–6:15 PM); flexible scheduling may be available when possible. Compensation is $17–$21 per hour, based on experience, skills, and qualifications.

Requirements

At least one year of veterinary reception or veterinary client service experience.
Experience with veterinary practice management software.
Familiarity with veterinary terminology, common appointment types, vaccination protocols, and prescription refill workflows.
Strong organizational skills and attention to detail.
Excellent verbal and written communication skills.
Ability to remain calm, compassionate, and professional during busy periods or emotionally difficult conversations.
Comfort working around dogs and cats of varying sizes, breeds, and temperaments, including fearful or reactive patients.
Ability to work full-time Monday through Friday and rotating Saturday shifts, as described.

Nice To Haves

Cornerstone practice management software experience is preferred.
Willingness to learn, communicate honestly, ask questions, and use feedback to grow.

Responsibilities

Welcome clients and patients warmly and professionally in person and over the phone.
Manage a multi-line telephone system and respond to questions about appointments, prescriptions, medical records, and hospital services.
Listen to client concerns and route questions and messages to the appropriate medical team member.
Handle sensitive conversations, including euthanasia scheduling and end-of-life care, with empathy and discretion.
Navigate difficult interactions professionally and involve leadership when appropriate.
Schedule appointments, confirm visits, and maintain an organized appointment book.
Manage check-in and check-out, process payments, explain invoices, and schedule follow-up care.
Maintain accurate client and patient records in the practice management software.
Coordinate with the medical team to support efficient patient flow and minimize communication gaps.
Help maintain a clean, organized, and welcoming reception area.
Communicate client concerns promptly and identify urgent messages for medical team review.
Complete assigned responsibilities accurately and within expected timeframes.
Follow hospital policies, procedures, and workflows.
Take responsibility for assigned tasks, request assistance when needed, and ensure outstanding items are handed off appropriately.
Promptly communicate errors, concerns, or potential problems to the appropriate team member.
Protect client confidentiality and handle sensitive information professionally.
Work collaboratively with veterinarians, technicians, assistants, and fellow client service team members.

Benefits

Medical insurance
Dental insurance
Vision insurance
Paid time off
401(k) plan for eligible full-time employees
Annual workwear stipend
Employee pet discounts
Opportunities to learn and grow in veterinary knowledge and professional skills
Supportive team culture emphasizing compassion, collaboration, and mutual respect
Flexible scheduling options when possible