What are the responsibilities and job description for the Weekend Overnight CSR position at Innovetive Petcare?
Department: Receptionists
Location: Chattanooga, Tennessee
Weekend Overnight Veterinary Client Service Representative (CSR)
Animal Emergency & Specialty Center | Chattanooga, TN
Are you a night owl with a passion for helping pets and the people who love them? Animal Emergency & Specialty Center (AESC) in Chattanooga, TN, is seeking a compassionate, dependable, and detail-oriented Weekend Overnight Veterinary Client Service Representative (CSR) to join our emergency and specialty veterinary team!
As one of the first points of contact for clients during overnight emergencies, you'll play an essential role in providing reassurance, clear communication, and exceptional customer service when pet owners need it most.
You'll work closely with our veterinarians, veterinary technicians, and support staff to help ensure a smooth experience for clients and their pets throughout the night.
If you thrive in a fast-paced environment, can remain calm under pressure, and enjoy making a meaningful difference for animals and their families, we'd love to hear from you!
Schedule
Weekend Overnights | Friday–Sunday
- Hours: 5:00 PM – 5:00 AM
- Three 12-hour overnight shifts per week
- Emergency and specialty veterinary hospital setting
- Weekend and overnight availability required
Client Relations & Communication
- Welcome clients and their pets with compassion, professionalism, and empathy during emergency veterinary visits.
- Answer incoming calls, respond to client inquiries, and provide exceptional 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 navigating 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 clearly and professionally.
- 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 following 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 and detailed patient information in the electronic medical record (EMR) system.
- Assist with coordinating patient flow, client visitations, and communication between the reception and clinical teams.
- Maintain a clean, organized, and welcoming reception area and client lobby throughout overnight shifts.
- Collaborate closely with veterinarians, veterinary technicians, and support staff to ensure 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 when responding to unexpected or time-sensitive situations.
- Previous experience as a veterinary receptionist, veterinary client service representative, animal hospital receptionist, or veterinary assistant preferred.
- Experience in an emergency veterinary hospital, specialty veterinary practice, or fast-paced animal hospital is a plus.
- Exceptional communication and customer service skills with a high level of empathy and emotional intelligence.
- Ability to remain calm, professional, and compassionate when assisting clients during stressful or emotional situations.
- Strong multitasking, organizational, problem-solving, and time-management skills.
- Basic understanding of veterinary terminology, medical conditions, and emergency presentations preferred.
- Experience with veterinary practice management software or electronic medical records; familiarity with Instinct or VIA is a plus.
- Comfortable handling 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.
- High school diploma or equivalent required.
- 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.
- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- Employee discounts
- Flexible schedules
- 401(k) with company match
- Training and career development opportunities
At Animal Emergency & Specialty Center, every team member plays an important role in supporting pets and their families through critical moments. As a Weekend Overnight Veterinary CSR, you'll help provide the compassion, organization, and communication that make exceptional emergency veterinary care possible.
Ready to make a difference when pets and their people need you most? Apply today!