Veterinary Client Service Representative Lead - Emergency
Thrive Pet Healthcare · La Mesa, CA · 2 days ago
OTHR$22–$27/hrFull-time
Description
Lead Veterinary Client Service Representative - Emergency
Employment Type: Full-Time
Schedule: 4 x 10-hour shifts (Days TBD, will include Sundays, Swing/Afternoon shifts)
Locations: La Mesa, California
Experience & Skills Requirements
- 5+ years of veterinary clinical/hospital experience required
- Veterinary Emergency or Urgent Care experience highly preferred
- Prior leadership experience highly preferred
- Ability to work Sundays and afternoon swing schedule with schedule flexibility
- Strong communication, organization, and problem-solving skills
- Ability to thrive in a fast-paced, high-pressure environment while maintaining professionalism and empathy
- High school diploma or equivalent
- EzyVet Experience preferred
Key Role Responsibilities
- Client Service & Communication
- Greet clients and their pets with prompt professionalism and courtesy
- Manage a multi-line phone system, delivering clear, compassionate, and informative communication
- Educate clients on treatment plants, medications, and follow-up care
- Handle client concerns, questions, and feedback with professionalism and resolution-focused service
- Address and de-escalate client concerns and complaints in real time, including managing high stress or emotionally charged situations with empathy, tact, and strong problem-solving skills
- Escalate complex or sensitive situations appropriately when needed while maintaining a high level of client service
- Patient & Administrative Support
- Admit and discharge patients accurately and efficiently
- Maintain complete and accurate medical records using the practice management system
- Enter and update client and patient information
- Process payments and financial transactions accurately
- Obtain required client signatures on legal and medical documents
- Cook up and coordinate with referring or primary veterinarians
- Send records and communications via email, fax, or other platforms
- Team Leadership & Oversight
- Assign and prioritize daily CSR tasks to ensure operational efficiency
- Delegate responsibilities and oversee completion of team assignments
- Train, mentor, and provide constructive feedback to CSR team members
- Support onboarding and ongoing development of front desk staff
- Aid in the implementation and improvement of client communication and financial protocols
- Operations & Workflow Management
- Support Veterinarians and medical staff to maintain efficient patient flow
- Triage client and patient needs to appropriate team members
- Ensure cleanliness, organization, and professionalism of front office areas
- Oversee end-of-day cash handling and reconciliation processes
- Aid in maintaining consistent, high-quality client service standards
- Perform other responsibilities as assigned by hospital leadership
About The Hospital
Pet Emergency and Specialty Center – East County is a large multispecialty and emergency veterinary hospital located in La Mesa focusing on providing exemplary specialty and emergency care to our community. We are open 24/7. Serving La Mesa, El Cajon, Spring Valley, and San Diego.
Benefits
- Competitive pay
- 401(k) with employer match
- Mental health resources, including 24/7 access to Lyra Health
- Paid parental leave
- Purr-ental leave for when you adopt a pet
- Employer-sponsored childcare and elder care
- Personalized care for every family-forming journey
- Free CE courses
- Pet Perks and veterinary service discounts
- Student loan management tools and assistance
Skills
At Thrive Pet Healthcare, you have the opportunity to develop your career in a way that best suits your goals. Take advantage of our comprehensive learning and skill-building programs to enhance your expertise. You can build your skills and earn credentials through:
- Our vast, diverse, and free library of continuing education courses- ThriveULive, virtual interactive workshops to develop valuable leadership skills
- A program designed to teach you the fundamentals of running a pet hospital
- Scholarship opportunities and tuition reimbursement
- Move into any specialty, hospital type, or environment- across the nation
- Ledger training for a thriving and long career in the veterinary profession
Pay
Compensation negotiable based on credentials and experience with a hourly pay rate starting at $22-$27/ hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. This pay rate includes shift differential pay.