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Manchester Vets - Client Services Representative

Manchester, Maryland, United States

Founded in 1981 by Dr. Tim Sorrells, Manchester Veterinary Services is a long-standing and reputable companion animal practice in Manchester, Maryland. The practice recently completed a 10-year equipment and facility improvement process, and in September 2020 we opened a brand new location three minutes north of the former clinic’s site. With this new expansion and updated equipment, the practice is able to offer a broader range of services to its clients. Along with routine veterinary work, MVS offers x-ray, dental, ultrasound, surgery, and therapy laser services, among others. Our fun, tight-knit team has strong clinical skills in the areas of wellness and dentistry and are excited to welcome new veterinary professionals!

 

 

Job Description

Position Title: Client Services Representative (CSR)
Department: Client Services / Front Desk
Reports To: Practice Manager / Hospital Administrator
Employment Type: Full-time

Position Summary

The Client Services Representative (CSR) is the first and last point of contact for clients and plays a critical role in client satisfaction, communication, and hospital flow. This position requires professionalism, empathy, attention to detail, and the ability to multitask in a fast-paced veterinary environment. CSRs support both client needs and clinical teams to ensure efficient, compassionate care for patients and their owners.

Essential Duties & Responsibilities

Client Communication & Service

  • Greet clients and patients warmly, in person, by phone, and electronically (email/text)

  • Schedule appointments accurately and efficiently

  • Manage appointment flow and communicate delays or changes

  • Obtain and verify client and patient information

  • Provide clear explanations of hospital policies, estimates, and procedures

  • Handle difficult or emotional client situations with empathy and professionalism

  • Support clients during sensitive visits, including euthanasia appointments

Administrative & Financial Duties

  • Process payments (cash, credit, check, and Care Credit)

  • Accurately enter charges, invoices, and payments in the Practice Management System (Cornerstone)

  • Review and confirm estimates and invoices with clients

  • Manage daily cash drawer and end-of-day procedures as assigned

  • Handle prescription refill requests and client communications per protocol

  • Maintain accurate medical and client records

Hospital Operations

  • Coordinate communication between clients and medical staff

  • Assist with intake, discharge instructions, and follow-up communications

  • Maintain front desk cleanliness and organization

  • Follow established hospital protocols and SOPs

  • Support scheduling coverage needs, including flexibility for emergencies or staffing gaps

Skills & Qualifications

Required

  • Strong customer service and communication skills

  • Ability to multitask and prioritize in a fast-paced environment

  • Professional demeanor with strong attention to detail

  • Ability to handle emotionally charged situations with compassion

  • Basic computer proficiency

  • Ability to work as part of a team

Preferred

  • Prior experience in a veterinary hospital or medical office

  • Experience using Cornerstone or similar veterinary PIMS

  • Knowledge of veterinary terminology

  • Cash handling, credit card, and Care Credit experience

Physical & Emotional Requirements

  • Ability to sit or stand for extended periods

  • Ability to handle stressful and emotional situations, including end-of-life care

  • Comfortable working in a busy, sometimes loud environment

Schedule Expectations

  • Flexibility with scheduling, including extended shifts as needed

  • May include early mornings and/or evenings depending on hospital needs

 

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