ER Client Services Representative

About the role

The NC State Veterinary Hospital (VH), established in 1983, is one of the highest rated veterinary academic medical centers in the country, serving communities throughout North Carolina as well as many other states. The hospital staffs over twenty clinical services with board certified specialists that are nationally and even internationally renowned, ensuring the VH is on the cutting edge of veterinary medicine. Patients benefit from the combined expertise of multiple specialists utilizing a team approach to patient health care. Each year, nearly 35,000 patients are treated in the VH.

The VH provides compassionate care, state of the art specialty health care, expert clinical instruction for 4th year veterinary students from College of Veterinary Medicine, and ongoing investigation of innovative techniques and procedures to further advance the field of veterinary medicine.

Responsibilities

• Greet and check in clients, manage in-person and phone inquiries, respond accurately and empathetically to complex questions, clearly explain hospital policies, estimated costs, and deposit requirements, and provide immediate support during emergency situations.
• Schedule appointments in accordance with service guidelines, appointment type, and clinical availability, communicate real-time updates to clinical teams and referring veterinarians, and prioritize urgent and emergency cases as needed.
• Collect, verify, and summarize information from multiple sources, maintain accurate electronic and paper medical records, consent forms, and documentation, and ensure completeness and compliance, including emergency patient records.
• Assess client-reported concerns and hospital guidelines to determine urgency, notify clinical staff promptly, and ensure appropriate follow-up, including patient discharge, referral coordination, and emergency response support.
• Handle deposits, monitor billing accuracy, process transactions, resolve discrepancies in collaboration with the Business Office, and support operational efficiency across departments, even during high-volume or emergency situations.
• 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, including support during critical or emergency cases.

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.