Customer Service Representative Level II

We are seeking an experienced Veterinary Customer Service Representative II to join our team and take on an advanced role in client communication, administrative support, and operational efficiency.

Position Overview

As a Veterinary Customer Service Representative II (CSR II), you will serve as a vital link between our clients and medical team, ensuring seamless communication, exceptional service, and an efficient workflow. This advanced role requires strong leadership skills, problem-solving abilities, and an in-depth understanding of business and client operations. You will be responsible for handling complex client interactions, assisting with daily operational clerical tasks, supporting workflow coordination, and coordinating all operations smoothly.

This position reports to the Veterinary Practice Manager, Medical Director and Lead Hospital CVT

Key Responsibilities

Client Service & Communication

• Provide an exceptional client experience by handling front of house business transactions with professionalism, empathy, and efficiency-This includes check in, check out, answering phones, scheduling, emails, utilizing 3rd party software applications to send client interactions and more.
• Assist clients with advanced appointment scheduling, including coordinating specialty procedures, surgical bookings, and urgent care cases.
• Handle difficult conversations with compassion, including discussing financial options, explaining treatment plans, and addressing client concerns.
• Triage client phone calls and messages to ensure urgent cases are prioritized appropriately.
• Manage the flow of incoming calls, PetDesk communications, emails, texts, and voicemail callbacks to ensure timely responses.
• Schedule appointments, utilizing advanced booking techniques, including scheduling all re-checks, verifying appointments, and rescheduling as needed.
• Organize and edit the doctors’ schedules in the veterinary software, ensuring maximum efficiency.

Administrative & Operational Support

• Intercept and manage all prescription inquiries, overseeing the filling process and online pharmacy transactions with clients.
• Transition preventative medications to the online pharmacy, ensuring proper client education and compliance.
• Process and review medical records, invoices, and treatment plans for accuracy before client checkout acting as the final review process to remove any potentiality for errors.
• Manage end-of-day drawer reconciliation, make necessary change weekly, and maintain the cash log spreadsheet for review by the practice manager.
• File all invoices and ensure financial documentation is up to date.
• Process prescription refill requests, obtain necessary approvals from veterinarians, and ensure compliance with controlled substance regulations.
• Appropriate technician and doctor schedules to the scheduling software program to optimize efficiency in the clinic in conjunction with the Lead Hospital Tech and Practice Manager.
• Monitor and maintain client accounts, including billing, payment processing, and account reconciliation in conjunction with the practice manager.
• Unpack and organize all incoming orders, ensuring inventory is checked and stocked properly, signing off on all important areas as dictated by policy and procedures.

Compliance & Protocol Adherence

• Maintain confidentiality of client and patient information in accordance with clinic policies and legal regulations.
• Ensure compliance with controlled substance protocols when handling prescription requests and processing medication orders.
• Follow all clinic safety protocols, including infection control and biosecurity measures.
• Become knowledgeable of all clinic policies and procedures to ensure proper communication with clients and adherence to operational guidelines.

Qualifications & Requirements

• Minimum 2 years of current client service experience
• Strong knowledge of veterinary terminology, common medical procedures, and pet care guidelines preferred.
• Must possess exceptional professionalism and speaking ability
• Experience handling sensitive client interactions, including financial discussions and end-of-life care.
• Proficiency in veterinary practice management software (e.g., Cornerstone, AVImark, ezyVet, etc.).
• Ability to work in a fast-paced environment while maintaining accuracy and efficiency.
• Strong multi-tasking and problem-solving skills.

Schedule & Work Environment

• Full-time