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.
• Detect, analyze, and resolve billing errors such as missing charges, incorrect coding, duplicate entries, or potential over/under-billing.
• Maintain compliance with hospital billing policies, documentation standards, and industry best practices to support accurate and compliant charge capture.
• Collaborate with clinical staff to clarify documentation and ensure all services performed are appropriately recorded and billed.
• Support the financial health of the hospital by improving charge capture accuracy and reducing revenue leakage.
• Create, review, and maintain hospital billing packages, ensuring they are up-to-date, accurate, and reflective of current services, procedures, and pricing standards.
• 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.
• Conduct research on veterinary service pricing within the local and regional market to support competitive and appropriate hospital pricing strategies.
• Provide feedback to clinical staff regarding documentation standards and best practices for accurate and complete charge capture.
• Assist with administrative and operational tasks to support the Specialty and Emergency Services and Hospital Leadership Team.

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.

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