Client Services Representative

About the role

The NC State Veterinary Hospital (VH) is seeking a Client Services Representative (CSR) to join our dynamic team. Serving as the primary point of contact for clients, referring veterinarians, and hospital personnel, the CSR coordinates and executes client intake, registration, scheduling, triage, and discharge processes.

Responsibilities

• Greet and check in clients, manage in-person and phone inquiries, respond accurately and empathetically to complex questions, and clearly explain hospital policies, estimated costs, and deposit requirements.
• Schedule appointments in accordance with service guidelines, appointment type, and clinical availability, and communicate real-time updates to clinical teams and referring veterinarians.
• Collect, verify, and summarize information from multiple sources, maintain accurate electronic and paper medical records, consent forms, and documentation, and ensure completeness and compliance.
• Assess client-reported concerns and hospital guidelines to determine urgency, notify clinical staff promptly, and ensure appropriate follow-up, including patient discharge and referral coordination.
• Handle deposits, monitor billing accuracy, process transactions, resolve discrepancies in collaboration with the Business Office, and support operational efficiency across departments.
• Serve as a resource for staff and referring veterinarians, cross-train new or temporary team members, provide backup coverage for front-facing client service roles, and facilitate smooth departmental operations.

Qualifications

• High School Diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.
• Previous client service experience in a veterinary or medical setting.
• Knowledge of medical records software, MS Office products and/or Google Apps (or similar software), email, fax and copy machines.
• Excellent verbal and written communication skills, and strong organizational and multitasking skills.
• Exceptional customer service skills and the ability to interact professionally with clients, faculty, and staff in demanding situations.
• Ability to interpret hospital guidelines and client needs to determine emergency situations.
• Emotional intelligence, ability to empathize, and the ability to mentally process difficult cases.

Benefits

As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being. NC State offers a comprehensive range of benefits including:

• Medical, Dental, and Vision
• Flexible Spending Account
• Retail Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance

Wolfpack Perks and Benefits

Attain Work-life balance with our Childcare benefits, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community.