Veterinary Receptionist

Veterinary Practice Partners•Baltimore, MD

About The Position

Stevenson Village Veterinary Hospital is seeking a compassionate, dependable, and team-oriented Veterinary Client Service Representative to support a welcoming and compassionate experience for clients and patients. The role serves as a connection between clients and the medical team, providing front-desk and phone support, coordinating appointments and hospital operations, and assisting clients through sensitive conversations. The position also involves maintaining accurate records, supporting patient flow, following hospital workflows, protecting confidentiality, and collaborating with veterinarians and other team members. The hospital is a full-service small-animal practice serving Baltimore and surrounding communities. It has provided veterinary care since 1996, including preventive medicine, diagnostics, surgery, and dentistry. This is a full-time position with weekday shifts and rotating Saturday shifts. 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 communicate thoughtfully, work as part of a team, ask questions, learn from others, and use feedback as an opportunity to grow.

Nice To Haves

Cornerstone practice management software experience.

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 ensure questions and messages reach the appropriate medical team member.
Handle sensitive conversations, including euthanasia scheduling and end-of-life care, with empathy and discretion.
Manage 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 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 established hospital policies, procedures, and workflows.
Take responsibility for assigned tasks, ask for assistance when needed, and hand off outstanding items 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.