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Manchester Vets - Client Services Representative

Manchester, Maryland

Who is VetEvolve?

VetEvolve is a people-first organization that provides industry know-how and reliable support to veterinary teams, enabling them to deliver exceptional patient care. We focus on creating a genuine, supportive, people-focused environment that prioritizes each individual to ensure they are achieving their career goals and are fulfilled personally, professionally, and financially. Our culture is driven by the core values Serve, Evolve, and Trust, and every day our mission is to make things better for veterinary professionals. Hear why our veterinarians are "Happy Here" on our videos page!

 

 

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

 

Ready to Learn More?

We look forward to learning about your unique priorities and goals and working together with our local hospital teams to support you.

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