Manchester Veterinary Services- Client Service Representative

About the Practice

Founded in 1981 by Dr. Tim Sorrells, Manchester Veterinary Services is a long-standing and reputable companion animal and small mammal practice in Manchester, Maryland. The practice recently completed a 10-year equipment and facility improvement process, and in September 2020 opened a brand new location three minutes north of the former clinic’s site. With this new expansion and updated equipment, the practice offers a broader range of services, including routine veterinary work, x-ray, dental, ultrasound, surgery, and therapy laser services. Our fun, tight-knit team has strong clinical skills in wellness and dentistry and is excited to welcome new veterinary professionals.

Responsibilities

• Greet clients and patients warmly, providing professional, empathetic, and attentive service while answering in-person inquiries promptly.
• Complete patient check-in and check-out efficiently while serving as a liaison with hospital staff and communicating real-time patient status and flow changes.
• Maintain client communications via phone, email, and mail, including follow-ups and thank-you messages.
• Schedule, confirm, and forward book appointments, routing requests appropriately; triage patients based on urgency.
• Communicate clearly about hospital services, wellness care, vaccinations, diagnostics, surgical aftercare, and specialty packages.
• Handle sensitive situations (e.g., euthanasia, test results, payments) with tact and professionalism.
• Maintain accurate patient records, request and attach prior records, and ensure charges are captured.
• Complete cash reconciliation, end-of-day financial tasks, and bank deposits while accurately processing payments and refunds, including transactions through Care Credit and credit card terminals.
• Fill veterinary prescriptions accurately and provide instructions to clients.
• Assist with over-the-counter product sales and maintain inventory.
• Support veterinarians, technicians, and Practice Manager with patient care and administrative tasks.
• Maintain a clean, organized, and safe hospital environment; follow safety and hygiene protocols.
• Participate in opening, closing, and weekend duties as assigned.
• Perform all other duties as assigned.

Requirements

• High school diploma or equivalent required.
• Previous experience working with animals preferred; veterinary or animal care background strongly valued.
• Basic computer proficiency, including the ability to use computer systems, email, practice management software, Microsoft Office applications, and basic scheduling tools.
• Accurate data entry and record-keeping skills.
• Able to perform basic math for cash handling, billing, and appointment management.
• Manual dexterity required for typing, filing, and handling patients or supplies.
• Strong written and verbal communication skills; able to communicate clearly with clients, team members, and veterinarians.
• Demonstrated ability to provide professional, empathetic, and client-focused service while maintaining composure in high-stress or emotionally challenging situations.
• Ability to lift and carry up to 40 pounds and safely handle animals up to 130 pounds.
• Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.
• Professional, neat appearance consistent with hospital standards.

Schedule

Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations.

Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.
• Eligibility to participate in a 401(k) retirement plan.
• Paid time off and paid holidays.
• Access to an employee assistance program.