Description

Client Service Representative

Part Time

El Centro Pet Medical Center: 1202 S W S Young Dr, Killeen, TX 76543

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

Additional Duties

• Assist with veterinary technician responsibilities as needed
• Performs other duties as required

Requirements

• High School diploma or equivalent
• Minimum of one year veterinary medicine experience required
• 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 safely lift objects weighing up to 40 pounds independently and objects over 40 pounds with assistance, with our 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

About Thrive

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

At Thrive Pet Healthcare, we are committed to creating a culture where everyone from any background can be heard, respected, and valued. We pledge to build an inclusive environment nurtured by respectful curiosity to support, encourage, and celebrate the diverse voices of our teams and the communities we serve.