Veterinary Client Service Representative Lead - Emergency

Description

Lead Veterinary Client Service Representative - Emergency 

Employment Type: Full - Time 

Schedule: 4 x 10- hour shifts (Days TBD, will include Sundays, Swing/Afternoon shifts)

Locations: La Mesa, California 

Experience & Skills Requirements:  

• 5+ years of veterinary clinical/hospital experience required 
• Veterinary Emergency or Urgent Care experience highly preferred 
• Prior leadership experience highly preferred
• Ability to work Sundays and afternoon swing schedule with schedule flexibility
• Strong communication, organization, and problem-solving skills
• Ability to thrive in a fast-paced, high-pressure environment while maintaining professionalism and empathy
• High school diploma or equivalent 
• EzyVet Experience preferred   

Key Role Responsibilities: 

Client Service & Communication

• Greet clients and their pets with prompt professionalism and courtesy 
• Manage a multi-line phone system, delivering clear, compassionate, and informative communication
• Educate clients on treatment plants, medications, and follow-up care
• Handle client concerns, questions, and feedback with professionalism and resolution-focused service 
• Address and de-escalate client concerns and complaints in real time, including managing high stress or emotionally charged situations with empathy, tact, and strong problem-solving skills
• Escalate complex or sensitive situations appropriately when needed while maintaining a high level of client service
• Facilitate communication between clients, veterinarians, and medical staff

Patient & Administrative Support

• Admit and discharge patients accurately and efficiently
• Maintain complete and accurate medical records using the practice management system
• Enter and update client and patient information
• Process payments and financial transactions accurately
• Obtain required client signatures on legal and medical documents
• Coordinate and obtain medical records from referring or primary veterinarians
• Send records and communications via email, fax, or other platforms

Team Leadership & Oversight

• Assign and prioritize daily CSR tasks to ensure operational efficiency
• Delegate responsibilities and oversee completion of team assignments
• Train, mentor, and provide constructive feedback to CSR team members
• Support onboarding and ongoing development of front desk staff
• Assist in the implementation and improvement of client communication and financial protocols

Operations & Workflow Management

• Support Veterinarians and medical staff to maintain efficient patient flow
• Triage client and patient needs to appropriate team members
• Ensure cleanliness, organization, and professionalism of front office areas
• Oversee end-of-day cash handling and reconciliation processes
• Assist in maintaining consistent, high-quality client service standards
• Perform other responsibilities as assigned by hospital leadership