Veterinary Receptionist - Client Care Specialist

About the role

Our Roots With over 20 years of specialty and over a decade of experience in emergency medicine, Metropolitan Veterinary Specialists & Emergency Service (MVSES) provides exceptional veterinary care throughout the large Louisville area, state of Kentucky, southern Indiana and surrounding areas. CARE COMPASSION TRUST TEAM Love helping people and their pets? Put that passion to work at MVSES! We are looking for a Client Care Specialist who brings a warm welcome, a clear head, and thoughtful communication to our busy specialty and emergency veterinary hospital. You will help families feel informed and supported while keeping important details-and patient flow-on track. Make a difference with every conversation When a pet needs care, a reassuring voice and a helpful next step can mean a great deal. As part of our reception team, you will connect pet owners with triage nurses, doctors, and the services they need. Your work helps clients navigate stressful moments and supports the clinical team in delivering timely care.

Responsibilities

• Welcome clients and their pets, assist with registration and admission forms, and confirm accurate contact and patient information.
• Answer a multi-line phone system, gather information about client concerns, and route calls and messages promptly.
• Learn emergency phone-triage protocols through training, recognize concerns that require clinical attention, and promptly involve the appropriate nurse or doctor.
• Coordinate arrivals, appointments, and patient flow with triage nurses and doctors; alert the clinical team when a waiting patient needs reassessment.
• Keep clients updated about next steps and the visit process, using empathy and clear communication to ease anxiety and address concerns.
• Maintain accurate electronic records, appointment details, and messages so teammates have the information they need.
• Process deposits and payments, explain hospital payment policies, and help resolve billing questions or connect clients with the right team member.
• Support smooth check-in and checkout, organized handoffs, and a clean, welcoming reception area.

Requirements

• High school diploma or equivalent and at least one year of experience in a veterinary practice or another busy medical setting providing client or patient support.
• Dependability, accuracy, discretion with confidential information, and a collaborative approach to teamwork.
• A willingness to learn veterinary terminology, emergency phone-triage protocols, and hospital procedures.

Skills

• Strong customer-service skills and confident, professional communication in person and by phone.
• Ability to manage competing priorities, stay calm under pressure, and handle sensitive conversations with compassion.
• Comfort with electronic medical records or practice-management software, multi-line phone systems, and Microsoft Word and Excel.
• Veterinary reception experience, phone-triage experience, and two or more years of veterinary or customer-service experience are especially welcome.
• Additional language skills are a plus.

Schedule

This is a part-time, on-site position with a two-day weekly schedule. Current available hours are mid-shift, 10:00 a.m. to 8:00 p.m., Saturday and Sunday. Additional shifts may be available. Some rotating holidays are required; these are scheduled months in advance. Specific days and weekend hours will be discussed during the hiring process; start and end times may vary with department needs.

Pay

Compensation is based on experience and qualifications. Shift differentials may apply to eligible hours worked. Differential shift pay: Saturday and Sunday daytime hours, 6:00 a.m. to 6:00 p.m.: an additional $3 per hour. Evening hours, 6:00 p.m. to midnight: an additional $4 per hour. A call-in stipend may also be offered as needed.

Benefits

• Standardized position training with mentorship.
• Scheduling flexibility and training to help you succeed in the role.
• Employee pet care discounts.