What are the responsibilities and job description for the Veterinary Client Service Representative position at Thrive Pet Healthcare?
Description
Client Service Representative
Full-time: 4 day, 10 hour shift with rotating Saturdays
Thrive East Austin 7th: 2795 E 7th St, Austin, TX 78702
Position Overview
The purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff.
The CSR enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions.
Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients.
Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the CSR who creates a good first and last impression on our clients. The importance of this role cannot be overemphasized.
Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.
Reporting Structure
Directly reports to the CSR Lead and/or Practice Manager. Will receive direction from the Practice Manager and veterinarians.
Primary Responsibilities
Include but are not limited to:
Thrive Austin East 7th offers primary care services.
Hospital Hours: Monday-Saturday 8am-6pm
Benefits – Our Care In Action
Thrive offers a suite of benefits to support team members’ emotional, physical, professional, and financial wellbeing. In addition to our health and life insurance, and short- and long- term disability plans, we offer eligible team members:
We listen to your needs and then meet them. Through training and free CE experiences, your career development can flourish. And in our locally rooted, nationally connected community, you’ll be able to make connections, access opportunities and find support with ease.
Support for you is as vital as the support you provide.
You’ll Thrive With Us
Skills
At Thrive, you have the opportunity to develop your career in a way that best suits your goals. Take advantage of our comprehensive learning and skill-building programs to enhance your expertise. You can build your skills and earn credentials through:
Thrive Pet Healthcare is one of the first veterinary services offering a comprehensive continuum of care for pets’ primary, specialty, and acute needs. Through a nationwide community of over 360 veterinary providers, and an industry-leading membership program, Thrive Pet Healthcare provides personalized, accessible care through every stage of a pet’s life and health. Founded by veterinarians, the organization provides industry-first benefits for practice staff while elevating privately held veterinary hospitals with innovative service and technology solutions. By focusing on the needs of care providers and professional collaboration, Thrive Pet Healthcare is supporting the well-being of the industry and raising the national bar for veterinary excellence.
Thrive Pet Healthcare is united by our mission to create the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners. We exist to nurture both pets and people through meaningful relationships and exceptional veterinary care.
Our Support Office teams power that mission by supporting our hospitals through operational excellence, innovative programs, people-centered culture, and forward-thinking business solutions — all while having plenty of fun along the way.
We nurture pets & people through meaningful relationships and exceptional pet care—and we are united by a shared set of values.
Client Service Representative
Full-time: 4 day, 10 hour shift with rotating Saturdays
Thrive East Austin 7th: 2795 E 7th St, Austin, TX 78702
Position Overview
The purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff.
The CSR enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions.
Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients.
Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the CSR who creates a good first and last impression on our clients. The importance of this role cannot be overemphasized.
Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.
Reporting Structure
Directly reports to the CSR Lead and/or Practice Manager. Will receive direction from the Practice Manager and veterinarians.
Primary Responsibilities
Include but are not limited to:
- Answer and route calls using a multi-line phone system
- Greet clients and patients warmly and professionally
- Schedule appointments and provide pre-visit instructions
- Address client questions or concerns and escalate when needed
- Review and explain invoices, take payments, and manage client records
- Assist with check-in and discharge of patients
- Communicate medical instructions from the team to clients
- Monitor appointment schedules and client wait times
- Ensure accurate and up-to-date records
- Triage urgent cases and notify medical staff appropriately
- Enter patient charges and reminders in the system
- Perform daily financial tasks and end-of-day reporting
- Handle correspondence and follow up communication
- Maintain cleanliness in reception and exam areas
- Restock supplies and maintain front desk materials
- Adheres to hospital and company policies, standards, and procedures
- Maintains knowledge of products and services
- Attends all staff and departmental meetings and trainings as requested
- Performs other duties as required
- High School Diploma or equivalent
- Experience in veterinary medicine highly preferred
- Customer service experience required
- Knowledge of general office practices and procedures, Client Care Specialist (receptionist) duties, and telephone techniques
- Demonstrated ability to perform clerical work with speed and accuracy, use a multiple -line telephone system, and handle cash and other forms of payment
- Experience assembling patient records, obtaining relevant information from clients, and accurately entering a variety of information in patient records
- Ability to complete assigned tasks in the time allotted without direct supervision
- Demonstrated ability to show empathy toward clients and treat animals with respect and compassion
- Excellent interpersonal communication skills
- A commitment to outstanding client service
- Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance, with or without reasonable accommodation
- Ability to stay on task and work energetically for entire shift, sometimes exceeding 10 hours per day
- Preferred: Knowledge of veterinary medical terminology and procedures and general computer skills
- Preferred: Ability to type 45 words per minute and use a 10-key adding machine
Thrive Austin East 7th offers primary care services.
Hospital Hours: Monday-Saturday 8am-6pm
Benefits – Our Care In Action
Thrive offers a suite of benefits to support team members’ emotional, physical, professional, and financial wellbeing. In addition to our health and life insurance, and short- and long- term disability plans, we offer eligible team members:
- Competitive pay
- 401(k) with employer match
- Mental health resources, including 24/7 access to Lyra Health
- Paid parental leave
- Purr-ental leave for when you adopt a pet
- Employer-sponsored childcare and elder care
- Personalized care for every family-forming journey
- FREE CE courses
- Pet perks and veterinary service discounts
- Student loan management tools and assistance
We listen to your needs and then meet them. Through training and free CE experiences, your career development can flourish. And in our locally rooted, nationally connected community, you’ll be able to make connections, access opportunities and find support with ease.
Support for you is as vital as the support you provide.
You’ll Thrive With Us
Skills
At Thrive, you have the opportunity to develop your career in a way that best suits your goals. Take advantage of our comprehensive learning and skill-building programs to enhance your expertise. You can build your skills and earn credentials through:
- Our vast, diverse, and free library of continuing education courses - ThriveU
- Live, virtual interactive workshops to develop valuable leadership skills
- A program to designed to teach you the fundamentals of running a pet hospital
- Move into any specialty, hospital type, or environment – across the nation.
- Leadership training for a thriving and long career in the veterinary profession.
Thrive Pet Healthcare is one of the first veterinary services offering a comprehensive continuum of care for pets’ primary, specialty, and acute needs. Through a nationwide community of over 360 veterinary providers, and an industry-leading membership program, Thrive Pet Healthcare provides personalized, accessible care through every stage of a pet’s life and health. Founded by veterinarians, the organization provides industry-first benefits for practice staff while elevating privately held veterinary hospitals with innovative service and technology solutions. By focusing on the needs of care providers and professional collaboration, Thrive Pet Healthcare is supporting the well-being of the industry and raising the national bar for veterinary excellence.
Thrive Pet Healthcare is united by our mission to create the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners. We exist to nurture both pets and people through meaningful relationships and exceptional veterinary care.
Our Support Office teams power that mission by supporting our hospitals through operational excellence, innovative programs, people-centered culture, and forward-thinking business solutions — all while having plenty of fun along the way.
We nurture pets & people through meaningful relationships and exceptional pet care—and we are united by a shared set of values.
- Service – delivering exceptional service
- Empathy – leading with care
- Accountability – achieve meaningful outcomes
- Joy – be a source of light
- Exploration – learn to fuel growth
- Team – connect for success