Manchester Vets - Manchester Veterinary Services

    Manchester Veterinary Services
    Manchester Veterinary Services Manchester

    3 days ago

    £23,040 - £32,400 (GBP) per year
    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

    • 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

    Administrative & Financial Duties

    • 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

    Hospital Operations

    • 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

    Skills & Qualifications

    Required

    • 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

    Preferred

    • 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

    Physical & Emotional Requirements

    • 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

    Schedule Expectations

    • Flexibility with scheduling, including extended shifts as needed
    • May include early mornings and/or evenings depending on hospital needs

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