Veterinary Client Service Representative

Customer Service/Client Care Issaquah, Washington


Description

Position at Alpine Animal Hospital - Issaquah

Alpine Animal Hospital

Veterinary Client Service Representative  

Position Overview  

The purpose of this position is to provide outstanding client service. 

Our Client Service Representatives (CSRs) are the heartbeat of our hospital! From  
answering phones and emails to scheduling appointments and greeting clients, you’ll be  

the go-to person ensuring smooth operations. You’ll also differentiate between routine  

visits, urgent care, and emergencies, all while managing payments and maintaining  

essential communication between clients and the veterinary team.  

CSRs thrive in a fast-paced, client-focused environment, handling multiple tasks with  

ease, professionalism, and a smile. You’ll be the friendly face clients first see and the  

reassuring voice they rely on. Your calm, compassionate demeanor, even in emergencies,  

leaves a lasting positive impression, making this role absolutely critical to our success.  

Be prepared for the occasional messy situationthink loud noises, strong odors, and  

possibly a scratch or twobut your love for animals and people will make it all worthwhile.  

Reporting to the Lead CSR and Practice Manager, you’ll keep our operations running  

smoothly with clear communication, empathy, and professionalism.  

Primary Responsibilities  

Telephone and Email Communications  

Answers incoming telephone calls on a multi-line system, utilizing proper phone etiquette,  

takes and routes messages for Veterinary Team, logs appropriate information in Client/  

Patient Records. Follows established hospital guidelines for communicating with clients  

in different situations, such as general inquiries, scheduling appointments, patient  

emergencies and prescription refills. Handles basic questions regarding hospital services, 


fees, and animal care and treatment in accordance with hospital policies. Appropriately  


directs other questions and communication to a veterinarian.  

Client Communications  

From providing updates on pet health and relaying medical instructions, to discussing  

invoices and reviewing client statements, you’ll be the go-to for clear and compassionate  

guidance. You'll also manage appointment confirmations, pre-surgical instructions, and  

maintain up-to-date client contact information, all while staying informed on the latest  

wellness care standards. Your role is to keep clients informed and reassured!  

Hospitality  

As a CSR, you’ll be the friendly face welcoming clients and their pets to the practice. From  

greeting them with a smile to offering coffee and ensuring they’re comfortable in the  

waiting area, you set the tone for a positive experience.  

You’ll monitor the appointment schedule, keep clients informed about wait times, and  

personalize interactions by using both the client’s and pet’s names. Plus, you’ll distribute  

new-client paperwork and gifts to make each visit feel extra special. Your hospitality  

ensures that every client feels at ease from the moment they walk in!  

Appointment Scheduling  

You’ll monitor the appointment schedule, keep clients informed about wait times, and  

personalize interactions by using both the client’s and pet’s names. Plus, you’ll distribute  

new-client paperwork and facilitate their experience to make each visit feel extra special.  

Your hospitality ensures that every client feels at ease from the moment they walk in!  

Computer Skills and Office Equipment Usage  

You’ll maintain accurate client and patient records, generate financial reports, and  

manage our database using Vetspire, our Practice Management Software. Familiarity with  

Microsoft Teams, general office equipment, and a digital fax system is also essential for  

seamless communication and workflow.  

Marketing and Client Education  

You’ll promote hospital services, educate clients about preventive care and vaccinations,  

and suggest products or services to keep their pets healthy and happy.  

Procedures and Protocols  

 

As a CSR, you’ll follow all hospital policies and procedures, from uniforms and grooming to  

communication standards. You’ll be a key communicator, sharing basic patient preventive  

care protocols with clients and staying informed about the hospital’s products and  

services. You'll enhance your veterinary knowledge by engaging with in-house education,  

training, and attending staff meetings.  

Recordkeeping & Filing  

You’ll accurately manage client and patient records, updating files, scanning documents,  

and processing medical records requests. From retrieving files to purging inactive records,  

you’ll ensure smooth recordkeeping operations.  

Patient Admittance & Discharge  

You’ll prepare client records before arrival, collect medical histories, and follow hospital  

guidelines for patient admittance. In urgent situations, you’ll triage patients and relay vital  

information to the medical team. At checkout, you’ll enter charges, provide discharge  

instructions, medications, and schedule any necessary follow-up appointments.  

Payment Processing and Reconciliation  

As a CSR, you’ll handle all payment transactions with precision, processing cash, checks,  

credit cards, and other payment methods. You’ll also manage the accurate invoicing of  

coupons and gift certificates. At the end of each day, you’ll balance the cash drawer, run  

daily reports, and prepare bank deposits, ensuring everything is reconciled before  

presenting reports to the Practice Manager.  

Additional Duties: You'll help keep the practice tidy by maintaining public areas,  

restocking retail displays, and replenishing the refreshment area. You’ll also assist in  

opening and closing the practice to ensure everything runs smoothly from start to finish.  

Personal Conduct  

As a CSR, you’ll be a key representative of the hospital, ensuring interactions with clients,  

patients, and team members are always courteous, tactful, and positive. You’ll take the  

initiative in your daily duties, offering to help during downtime, and stepping in to assist  

other team members when needed.  

Professionalism: You’ll adhere to your work schedule, clocking in and out promptly and  

following hospital policies for attendance. With strong time-management skills, you’ll  

 

organize your workspace, prioritize tasks, and remain calm under pressure to ensure  
Personal efficiency.  

Additional Duties: You’ll perform other tasks as directed, always ready to contribute  

where needed.  

Requirements  

To excel in this role, you should have:  



Education: A high school diploma or equivalent.  

Office Skills: Knowledge of general office practices, CSR duties, and effective  

telephone techniques. 

Clerical Proficiency: Demonstrated ability to perform clerical tasks quickly and  

accurately, including using a multiple-line telephone system and handling various  

forms of payment.  

Recordkeeping Experience: Experience assembling patient records, obtaining  
information from clients, and accurately entering diverse data into patient records.  

Self-Motivation: Ability to complete tasks independently within designated  

timeframes.  

Empathy and Compassion: A proven ability to show empathy toward clients and a  

respectful, compassionate attitude towards animals.  

Communication Skills: Excellent interpersonal communication skills and a  

commitment to outstanding client service.  

Physical Capability: Ability to lift objects weighing up to 40 pounds independently,  

and over 40 pounds with assistance. Capacity to sit, stand, kneel, bend, and walk  

for shifts that may exceed 10 hours.

Energetic Work Ethic: Capability to stay focused and energetic throughout your  
entire shift.  

Preferred Qualifications:  

Familiarity with veterinary medical terminology and procedures, as well as general  
computer skills. 

Typing speed of 35 words per minute and experience using a 10-key adding  
machine.  
At least two years of recent experience in an office or medical setting, with  progressively increasing responsibilities.  
Compensation negotiable based on credentials and experience with a hourly pay rate starting at $17 -$21 / hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.