Veterinary Client Advocate (Client Service Representative) — Urgent Care Setting

Urgent Care Veterinary Client Advocate

Join Our Brand- independently-owned, Urgent Care Veterinary Hospital!

Why You’ll Love Working With Us -

At our hospital, you won’t just be filling a role—you’ll be helping to build a culture. We value teamwork, open communication, and a supportive environment where every voice matters. From advanced diagnostic equipment to thoughtfully designed treatment spaces, we’re committed to giving our team the tools and autonomy they need to deliver exceptional care.

Who We’re Looking For -

We’re seeking enthusiastic veterinary professionals who thrive in a fast-paced environment and genuinely love what they do. Whether your strength is client communication or supporting your team behind the scenes, we want to meet you! So, if you’re driven, compassionate, and ready to help build something extraordinary, we’d love to have you on our founding team, so please read on....

Position Summary

The Veterinary Client Advocate is the first point of contact for clients and plays a vital role in delivering exceptional service in a fast-paced urgent care environment. This individual ensures clients feel informed, supported, and guided throughout their visit while facilitating efficient patient intake and communication with the veterinary team. The Client Advocate supports both client experience and patient care by managing administrative tasks, assisting with triage processes, and maintaining a calm, professional presence during stressful or emotional situations. The ideal candidate is compassionate, detail-oriented, and committed to advocating for clients and their pets.

Core Responsibilities

1. Customer Service

• Greet clients promptly and warmly upon arrival, ensuring they feel welcomed and supported.
• Deliver consistent, dependable, and courteous service with professionalism, clarity, and empathy.
• Maintain a pleasant tone, clear communication, and confident demeanor.
• Demonstrate knowledge of hospital protocols and commonly asked questions to provide accurate information.
• Use medical terminology appropriately and when beneficial for client understanding.

2. Team Support

• Support excellent patient and client care through clear communication with technicians, assistants, and veterinarians.
• Check in patients efficiently and perform rapid triage for sick or injured pets.
• Maintain a positive, professional attitude—uplifting team morale and contributing to a strong, positive and collaborative work culture.
• Introduce team members to clients when pets must be escorted to treatment areas.
• Assist support staff whenever possible and collaborate effectively as part of the veterinary care team.
• Avoid gossip, criticism, or negative interactions; escalate concerns directly to a manager or hospital director.
• Demonstrate respect for all team members and clients.
• Determine whether client messages should be routed to a technician or directly to a veterinarian based on urgency and content.

3. Patient Care Support

• Document all client interactions and conversations thoroughly in the medical record.
• Guide clients through their options while ensuring that only veterinarians provide diagnoses or prognoses.
• Triage patients according to severity and follow urgent care prioritization protocols.
• For potentially contagious patients, escort them to isolation or instruct the client to wait in their vehicle until a staff member is available.
• For euthanasia appointments:

- Escort clients and pets directly to a private exam room.
- Complete paperwork discreetly within the room.
- Maintain a calm environment in the lobby while euthanasia services are being performed.
- Review aftercare options, present the invoice, collect fees, and offer visitation time.

4. Phone Communication

• Collect essential call information: client name, patient name, reason for the call, and best call-back number.
• Use a calm, clear, and compassionate tone, recognizing the heightened emotions common in urgent care situations.
• Communicate with confidence and kindness to strengthen trust and reduce client anxiety.

5. Administrative Responsibilities

• Manage multiple tasks efficiently while maintaining accuracy and composure.
• Maintain a professional appearance and demeanor at all times.
• Ensure all required forms are completed, electronically signed, scanned, and correctly attached to patient records.
• Oversee lobby activity and respond promptly to issues like pet altercations, unsafe interactions (e.g., children approaching animals), or client medical emergencies.
• Collect payments for visits, medications, services, and deposits.
• Review invoices with clients, answer questions, and address concerns professionally.
• Process all accepted payment types (credit, debit, cash, etc.).
• Complete daily reconciliation procedures
• Contact other emergency hospitals to coordinate patient transfers or request records as needed.
• Maintain a clean, organized lobby and ensure the coffee/snack station remains stocked.
• Complete all opening and closing duties and initial tasks upon completion.

Qualifications & Skills

• Strong customer service orientation and communication abilities.
• Ability to multitask effectively in a high-volume, fast-paced urgent care environment.
• Calm, compassionate, and emotionally resilient when working with stressed or grieving clients.
• Familiarity with veterinary terminology (preferred; training provided).
• Excellent organizational and documentation skills.
• Collaborative and respectful team player.
• Comfort working around animals with varying behaviors and temperaments.
• Awareness of animal body language and basic safety and infectious disease principles.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• Employee discount
• Health insurance
• License reimbursement
• Paid parental leave
• Paid time off
• Professional development assistance
• Uniform allowance

Application Question(s):

• Are you willing to work every weekend?

Experience:

• Veterinary: 1 year (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: In person

Salary : $22 - $25