Client Services Representative - Health & Wellness Center

About the role

The NC State Veterinary Hospital (VH) is seeking a Client Services Representative to join the Health & Wellness Center. This position ensures excellent customer service to current and potential clients, primarily for the NC State Veterinary Health and Wellness Center (HWC).

Responsibilities

• Ensure excellent customer service to current and potential clients.
• Manage in-person and phone inquiries, responding accurately and empathetically to complex questions, and clearly explaining 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.
• Support departmental efficiency, assist with staff training, and provide backup coverage to maintain seamless client experiences.
• Provide backup to the Health and Wellness Coordinator, including auditing and billing support.

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.