Weekend Overnight CSR

Innovetive PetCare•Chattanooga, TN

1d•Onsite

About The Position

Animal Emergency & Specialty Center in Chattanooga, Tennessee, is seeking a compassionate, dependable, and detail-oriented Veterinary Client Service Representative to support clients during overnight emergency and specialty veterinary visits. As a first point of contact, the CSR provides reassurance, clear communication, and customer service while working closely with veterinarians, veterinary technicians, and support staff to support clients and their pets throughout the night. This role works weekend overnight shifts from Friday through Sunday, 5:00 PM to 5:00 AM, for three 12-hour shifts per week in an emergency and specialty veterinary hospital. Weekend and overnight availability is required.

Requirements

High school diploma or equivalent required.
Exceptional communication and customer service skills, with empathy and emotional intelligence.
Ability to remain calm, professional, and compassionate when assisting clients in stressful or emotional situations.
Strong multitasking, organizational, problem-solving, and time-management skills.
Comfort with financial transactions and discussing treatment estimates and payment options with clients.
Strong attention to detail and commitment to accurate recordkeeping.
Reliable, team-oriented, and comfortable working independently during overnight hours.
Ability to consistently work Friday, Saturday, and Sunday overnight shifts.
Ability to stand and walk for extended periods throughout the shift.
Ability to assist with safely handling pets weighing up to 40 lbs. when needed.
Ability to work effectively in a fast-paced emergency and specialty veterinary hospital environment.

Nice To Haves

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

Responsibilities

Welcome clients and pets with compassion, professionalism, and empathy during emergency veterinary visits.
Answer incoming calls, respond to client inquiries, and provide veterinary customer service.
Serve as a liaison between clients, veterinarians, veterinary technicians, and referring primary care veterinarians (pDVMs).
Communicate patient updates and care information under the direction of the veterinary medical team.
Provide reassurance and emotional support to pet owners facing stressful or unexpected medical emergencies.
Collect deposits and process payments for emergency veterinary services, treatments, procedures, and hospitalizations.
Explain treatment estimates, pricing, payment policies, and financial expectations to clients.
Educate clients about third-party financing options, including CareCredit and Scratchpay.
Review charges and assist with basic financial auditing to ensure accurate and complete invoices.
Answer and appropriately prioritize incoming emergency calls according to established hospital triage protocols.
Coordinate urgent patient arrivals, emergency admissions, and specialty consultations.
Complete patient registration, intake forms, consent documents, and treatment authorizations.
Maintain accurate patient information in the electronic medical record (EMR) system.
Help coordinate patient flow, client visitations, and communication between reception and clinical teams.
Maintain a clean, organized, and welcoming reception area and client lobby during overnight shifts.
Collaborate with veterinarians, veterinary technicians, and support staff to support efficient hospital operations.
Assist with escorting clients and patients to exam rooms as needed.
Prepare and manage documentation for emergency procedures, specialty services, and hospitalized patients.
Balance incoming calls, client needs, financial transactions, and administrative responsibilities in a busy emergency environment.
Remain calm, organized, and adaptable in unexpected or time-sensitive situations.