- Greet clients and patients warmly, in person, by phone, and electronically (email/text)
- Schedule appointments accurately and efficiently
- Manage appointment flow and communicate delays or changes
- Obtain and verify client and patient information
- Provide clear explanations of hospital policies, estimates, and procedures
- Handle difficult or emotional client situations with empathy and professionalism
- Support clients during sensitive visits, including euthanasia appointments
- Process payments (cash, credit, check, and Care Credit)
- Accurately enter charges, invoices, and payments in the Practice Management System (Cornerstone)
- Review and confirm estimates and invoices with clients
- Manage daily cash drawer and end-of-day procedures as assigned
- Handle prescription refill requests and client communications per protocol
- Maintain accurate medical and client records
- Coordinate communication between clients and medical staff
- Assist with intake, discharge instructions, and follow-up communications
- Maintain front desk cleanliness and organization
- Follow established hospital protocols and SOPs
- Support scheduling coverage needs, including flexibility for emergencies or staffing gaps
- Strong customer service and communication skills
- Ability to multitask and prioritize in a fast-paced environment
- Professional demeanor with strong attention to detail
- Ability to handle emotionally charged situations with compassion
- Basic computer proficiency
- Ability to work as part of a team
- Prior experience in a veterinary hospital or medical office
- Experience using Cornerstone or similar veterinary PIMS
- Knowledge of veterinary terminology
- Cash handling, credit card, and Care Credit experience
- Ability to sit or stand for extended periods
- Ability to handle stressful and emotional situations, including end-of-life care
- Comfortable working in a busy, sometimes loud environment
- Flexibility with scheduling, including extended shifts as needed
- May include early mornings and/or evenings depending on hospital needs
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Manchester Vets - Manchester Veterinary Services
Description
Manchester Vets - Client Services Representative
Founded in 1981 by Dr. Tim Sorrells, Manchester Veterinary Services is a long-standing and reputable companion animal practice in Manchester, Maryland. The practice recently completed a 10-year equipment and facility improvement process, and in September 2020 we opened a brand new location three minutes north of the former clinic's site. With this new expansion and updated equipment, the practice is able to offer a broader range of services to its clients. Along with routine veterinary work, MVS offers x-ray, dental, ultrasound, surgery, and therapy laser services, among others. Our fun, tight-knit team has strong clinical skills in the areas of wellness and dentistry and are excited to welcome new veterinary professionals
Job Description
Position Title: Client Services Representative (CSR) Department: Client Services / Front Desk Reports To: Practice Manager / Hospital Administrator Employment Type: Full-time
Position Summary
The Client Services Representative (CSR) is the first and last point of contact for clients and plays a critical role in client satisfaction, communication, and hospital flow. This position requires professionalism, empathy, attention to detail, and the ability to multitask in a fast-paced veterinary environment. CSRs support both client needs and clinical teams to ensure efficient, compassionate care for patients and their owners.
Essential Duties & Responsibilities
Client Communication & Service
Administrative & Financial Duties
Hospital Operations
Skills & Qualifications
Required
Preferred
Physical & Emotional Requirements
Schedule Expectations
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Manchester Vets
Only for registered members Manchester, Maryland, United States
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Manchester Vets
Only for registered members Manchester, Maryland
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Manchester Vets
Only for registered members Manchester, MD
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