Veterinary Client Service Representative - Billing Specialist

About the role

The Client Service Representative & Charge Audit Specialist provides front-line client service while supporting the financial accuracy and integrity of hospital billing. This role serves as a primary point of contact for clients and patients within the Specialty Services department and performs detailed charge auditing for both the Specialty and Emergency Services.

Responsibilities

• Manage client communications, scheduling appointments, processing payments, and reviewing medical records to ensure services are accurately documented and billed.
• Operate a multi-line phone system, directing calls to the appropriate department or staff member.
• Respond to client inquiries in a timely and professional manner.
• Schedule and confirm appointments while coordinating with specialty service teams to ensure efficient workflow.
• Manage and respond to hospital emails, ensuring prompt communication and appropriate follow-up with clients and staff.
• Process client payments including cash, credit card, and electronic payments.
• Perform end-of-day financial reconciliation and close-out procedures.
• Maintain accurate financial records and ensure proper documentation of transactions.
• Audit Charges
• Review and audit medical records from both Specialty Services and Emergency Services to verify that all services, procedures, diagnostics, and medications are accurately captured and reflected on final invoices.
• Identify Discrepancies
• Detect, analyze, and resolve billing errors such as missing charges, incorrect coding, duplicate entries, or potential over/under-billing.
• Ensure Compliance
• Maintain adherence to hospital billing policies, documentation standards, and industry best practices to support accurate and compliant charge capture.
• Collaborate with Clinical Staff
• Work closely with veterinarians, veterinary technicians, and clinical support staff to clarify documentation and ensure all services performed are appropriately recorded and billed.
• Revenue Cycle Support
• Support the financial health of the hospital by improving charge capture accuracy and reducing revenue leakage.
• Billing Protocol Development
• Assist in the development, documentation, and maintenance of billing and charge capture protocols to promote consistency and accuracy in hospital billing practices.
• Create, review, and maintain hospital billing packages, ensuring they are up-to-date, accurate, and reflective of current services, procedures, and pricing standards.
• Outside Vendor Invoice Reconciliation
• Review and reconcile invoices from outside service providers (e.g., laboratories, imaging services, or specialty vendors) to ensure services billed to the hospital are accurately reflected on client invoices when applicable.
• Investigate discrepancies between vendor invoices, medical records, and client billing to ensure proper cost capture and accurate financial reconciliation.
• Market & Pricing Research
• Conduct research on veterinary service pricing within the local and regional market to support competitive and appropriate hospital pricing strategies.
• Perform competitive benchmarking activities, including "ghost calls" to veterinary practices when appropriate, to gather information on service pricing, fees, and client service practices.
• Compile findings and provide insights to management to support informed pricing and service decisions.
• Staff Education
• Provide feedback to clinical staff regarding documentation standards and best practices for accurate and complete charge capture.
• Additional Responsibilities
• Assist with administrative and operational tasks to support the Specialty and Emergency Services and Hospital Leadership Team.
• Maintain confidentiality and safeguard client, patient, and financial information in accordance with hospital policies.
• Perform other administrative or operational duties as assigned by management to support hospital operations and patient care.

Requirements

2–3 years of veterinary experience required. Experience in veterinary customer service, veterinary receptionist, hospital operations, billing, charge auditing, or revenue cycle processes strongly preferred. Strong attention to detail and ability to review clinical documentation for billing accuracy. Excellent written and verbal communication, organizational, and multitasking skills. Proficiency with electronic medical record (EMR) systems, veterinary practice management software, and standard office applications.

Qualifications

High school diploma or equivalent required. Bachelor’s degree in veterinary science, business administration, or a related field preferred. Certified Veterinary Technician (CVT) or Registered Veterinary Technician (RVT) certification preferred.

Skills

• Strong attention to detail and ability to review clinical documentation for billing accuracy.
• Excellent written and verbal communication, organizational, and multitasking skills.
• Proficiency with electronic medical record (EMR) systems, veterinary practice management software, and standard office applications.

Benefits

Competitive pay
401(k) with employer match
Mental health resources, including easy access to therapy through Lyra Health
Paid parental leave
Purr-ental leave for when you adopt a pet
Subsidized backup childcare and elder care
Expert advice, support and network discounts for fertility and family planning
FREE CE courses
Pet perks and veterinary service discounts
Student loan support tools and assistance

Pay

Compensation negotiable based on credentials and experience.

Schedule

Monday-Friday, Occasional Weekends