Veterinary Client Service Representative

Emergency Animal Hospital of Ellicott City is officially going 24/7/365 and we are now seeking a full-time or part-time experienced client service representative to join our team as we expand our hours!

EAH has proudly been serving our community for over 22 years, and we are excited to now be able to offer 24/7/365 care to our clients and their pets. We treat canine and feline patients on an emergency basis and see exotic species for both general practice and emergency care. We pride ourselves on our culture, with a high retention rate and a collaborative, supportive team. A passion for learning and teaching is another foundational value we seek and support in our hospital. Our doctors and support staff are team-oriented, positive, and dedicated to providing exceptional medical care.

The Client Service Representative (CSR) is a key point of contact for clients, serving as a liaison between pet owners and our medical team. This role ensures exceptional client communication, efficient check-in/check-out processes, payment collection, and overall smooth client interactions, all while maintaining a friendly and professional demeanor in a fast-paced, high-energy environment.

We are looking for someone who is professional, dependable, punctual, and passionate about caring for our patients. The ideal candidate will be a reliable, highly motivated team player possessing excellent written and oral communication skills. They will want to be an integral part of our practice as we continue growing and evolving as a hospital and team.

This is a full-time position, but a part-time team member will also be considered. Compensation for this role is $18-22 per hour based on experience, with opportunities for overtime. Double time and a half pay is offered for working during designated holidays. We offer flexible shift scheduling: Shifts are typically 8, 10 or 12 hours during the day or evenings. Some weekend and holiday availability is also required. We offer a generous benefit package for full-time employees including health insurance, paid time off, scrub allowance, pet discount, and more (see below).

Responsibilities

• Answer incoming phone calls and field client questions and concerns, transfer phone calls to the appropriate person, take accurate messages
• Treat all clients and patients with professionalism, respect, and empathy
• Check in new clients and patients, performing an initial triage on pets when they walk in the door
• Facilitate communication between the medical team and clients
• Process payments and finalize invoices for clients
• File and update medical records per hospital requirements
• Communicate with our referral partners as needed
• Send medical records and diagnostics to a patient’s primary care veterinarian and referral hospitals
• Provide clients with clear and helpful information to educate them about their pets
• Maintain hospital cleanliness
• Promote a positive client experience
• Potential cross training as a veterinary assistant if desired
• Other duties as assigned

Generous Benefits Package for Full-Time Employees:

• Scrub Allowance: Eligible on 1st day
• Paid Time Off: 40 hours per year (accrued, PTO is a combination of sick/MD safe sick leave and vacation time)
• Health Insurance (medical, dental, vision): Single and Family, 1st of the month after 60 days of employment
• Supplemental Insurance (e.g. life insurance, critical illness, etc.): 1st of the month after 60 days of employment
• 401k: 1st of the month following hire date (21 or older), match after 1 year
• Other Benefits: Continuing Education, Training Opportunities, RVT Tuition Reimbursement, Employee Referral Bonus Program, Wellness Resources, Employee Pet Discount

• Our hospital is open nights and weekends so the right candidate should have weekend/evening availability and be willing to work holidays. We are primarily seeking someone with evening availability but will discuss options.
• High School diploma or equivalent
• Minimum of 2 years of experience working in the veterinary field as a CSR or veterinary assistant
• Emergency experience is preferred
• Excellent written and oral communication skills with clients and team members
• Basic computer skills with proficiency in Microsoft Office and Outlook email
• Lifting: Being able to lift and carry up to 50 pounds from the floor to waist level
• Standing and walking: Being able to tolerate standing and walking for long periods of time
• Manual dexterity: Ability to perform daily tasks involving desk work and technology
• Physical stamina: Having the endurance to meet the physical demands of the job