Weekday Evening CSR

Innovetive PetCare•Chattanooga, TN

5d•Onsite

About The Position

Animal Emergency & Specialty Center (AESC) in Chattanooga, Tennessee, is seeking a compassionate, dependable, and detail-oriented Veterinary Client Service Representative to support its emergency and specialty veterinary team. As the first point of contact for clients, the CSR provides a welcoming, supportive, and organized experience during stressful situations and works closely with veterinarians, veterinary technicians, and support staff to support client communication and patient care. The role is scheduled weekday evenings, Monday through Friday, in an emergency and specialty veterinary hospital. The CSR handles client communications, financial coordination, scheduling, patient intake and medical records, reception-area support, and administrative assistance during emergencies. The position requires remaining calm and organized in a fast-paced environment while communicating empathetically with clients and coordinating with clinical teams.

Requirements

High school diploma or equivalent.
Strong verbal and written communication skills, empathy, and emotional intelligence.
Ability to remain calm, professional, and organized during high-stress or emergency situations.
Excellent multitasking, problem-solving, and organizational skills.
Comfort handling financial transactions and discussing treatment estimates, payments, and costs with clients.
Strong attention to detail and commitment to accurate medical and financial records.
Dependability and a collaborative, team-oriented attitude.
Ability to stand and walk for extended periods throughout the shift.
Ability to assist with and safely handle patients weighing up to 40 pounds when needed.
Ability to work effectively in a busy emergency and specialty veterinary hospital environment.

Nice To Haves

Previous experience as a veterinary receptionist, veterinary client service representative, veterinary assistant, or animal hospital receptionist.
Experience in a veterinary emergency hospital, specialty hospital, or fast-paced veterinary clinic.
Basic understanding of veterinary terminology, common medical conditions, and emergency presentations.
Experience with veterinary practice management or EMR software; familiarity with Instinct or VIA is a plus.

Responsibilities

Greet clients and pets compassionately and professionally in a fast-paced veterinary emergency hospital.
Answer incoming calls, respond to client questions, and provide veterinary customer service.
Serve as a liaison between clients, veterinarians, veterinary technicians, and referring primary care veterinarians.
Provide timely patient updates and communicate care information under the direction of the veterinary medical team.
Support clients empathetically and professionally during stressful, emotional, and emergency situations.
Collect deposits and process payments for emergency services, procedures, and hospitalizations.
Explain estimates, pricing, payment policies, and financial requirements to clients.
Educate clients about third-party financing options, including CareCredit and Scratchpay.
Review charges and perform basic financial audits to help ensure invoices are accurate and complete.
Schedule and coordinate emergency visits, specialty consultations, rechecks, and patient appointments.
Triage incoming calls and assist with urgent patient admissions under established hospital protocols.
Maintain accurate patient information and appointment details in the electronic medical record system.
Coordinate patient flow, client visits, and communication between front-desk and clinical teams.
Complete and process patient intake forms, consent forms, treatment authorizations, and other medical documentation.
Obtain and accurately enter client and patient information into the hospital's EMR system.
Maintain organized, accurate, and up-to-date veterinary medical records.
Prepare documentation for specialty procedures, hospitalized patients, and emergency cases.
Maintain a clean, organized, and professional reception area and client lobby.
Collaborate with hospital staff to support efficient patient care and workflow.
Assist with escorting clients and patients to exam rooms and coordinating patient visitations.
Ensure clear and timely communication between the front desk and medical team.
Assist with emergency triage and patient intake while remaining calm, organized, and compassionate.
Prioritize incoming calls, client needs, and administrative responsibilities in a busy emergency environment.
Support the veterinary team during urgent situations while maintaining excellent client communication.