Job Description

North Peninsula Veterinary Emergency Clinic (NPVEC)

Position: Client Service Representative

Job Summary

The following are duties and expectations related to working as a member of the PETS Team:

• Support Emergency Services within including Urgent Care with emphasis on client service and patient care.
• Demonstrate excellent telephone and client communication skills, and ability to triage efficiently and effectively.
• Maintain the reception area, ensuring animal safety, hospital cleanliness, restocking, and client engagement.
• Communicate with clients empathetically.
• Use professional medical language.
• Provide excellent and compassionate client communication.
• Follow NPVEC policies, support the chain of command, and discourage gossip or morale-lowering behavior.
• Maintain a positive and professional demeanor.
• Treat all animals, clients, and co-workers with respect and compassion.
• Work effectively in a fast-paced medical environment.
• Direct others and receive direction professionally.
• Work nights, weekends, holidays, and stay beyond scheduled times as needed due to caseload.
• Demonstrate attention to detail in written correspondence and treatment sheets.
• Follow NPVEC uniform and attire requirements.
• Maintain hospital cleanliness both inside and out.
• Lift up to 40 lbs alone.
• Follow safety protocols and report unsafe conditions immediately to immediate supervisor.
• Attend all scheduled staff meetings.
• Participate in continuing education whenever possible.
• Assist in onboarding and training team members.

This list is not exhaustive. Additional responsibilities may be assigned.

Qualifications

• Education & Experience:
• High School Diploma required.
• Skills:
• Proficiency in veterinary hospital procedures.
• Basic medical terminology.
• Competency with computer systems and office equipment.

Physical Requirements

• Perform detailed work using arms, hands, and fingers.
• Sit, stand, walk, stoop, bend, and reach as needed.
• Must have good manual dexterity and vision (close, color, peripheral, depth perception, focus).
• Lift and/or move up to 40 lbs.
• Reasonable accommodations available per ADA.

Work Environment

• Exposure to chemicals, radiation, and moderate noise.
• Must manage the emotional and physical demands of a fast-paced, high-stress emergency hospital environment.

Competencies

• Emotionally mature and trustworthy.
• Team player with a respectful and courteous attitude.
• Organized, self-directed, and motivated.
• Strong communication and listening skills.
• Receptive to feedback and committed to learning.
• Dependable attendance and punctuality.
• Follow through with tasks.

Essential Duties & Responsibilities

• General:
• Answer phones promptly (by third ring).
• Respond to emails/voicemails and check SLACK internal communications regularly (at least daily for all communications when working).
• Schedule appointments, collect/send records, manage euthanasia forms, send reminders.
• Greet clients appropriately and with compassion.
• Enter client information ACCURATELY into EzyVet and SmartFlow.
• Process payments, including CareCredit, Trupanion.
• Provide ongoing client support in the lobby and exam rooms.
• Communicate effectively with doctors and staff.
• Turn lights on in the upstairs hallway when it is dark out
• Patients:
• Treat all animals respectfully and with compassion.
• Never physically discipline animals.
• Assess urgency via proper triage.
• Supplies:
• Refill and restock medical and non-medical supplies as needed or instructed.
• Maintain exam rooms and cleaning supply stations.
• Clients:
• Speak to clients professionally and empathetically.
• Collect patient check-in information.
• Keep reception/lobby clean and odor-free.
• Conduct walk-throughs to ensure comfort, lighting, and cleanliness.
• Resolve concerns when able and ask for assistance from lead/head tech or DOD if not able to do so.
• Cleaning:
• Clean lobby and reception thoroughly.
• Swiffer/vacuum floors and clean exam rooms regularly.
• Empty trash and maintain odor control.
• Maintain a tidy, well-scrubbed appearance throughout the hospital.
• Clean up after yourself—especially at shift’s end.

Benefits

• Pay: up to $26 DOE
• Complimentary Short Term Disability
• Complimentary Life Insurance; with options to purchase additional voluntary benefits for self or family
• Company Sponsored Employee Assistance Program (Headspace)
• 401K with 100% company match up to 3% and 4% company match for your 5% of contributions, eligible after 6 months of employment
• Florida Blue Insurance Plans with 3 tiered options; Kaiser for CA Residents
• Flexible Spending Account, Health Savings Account or Health Reimbursement Account options
• United Healthcare Dental Insurance; includes a 100% paid premium option for team members
• United Healthcare Vision Insurance options
• Long Term Disability option (paid for by employee)
• Progyny-Fertility and Family Building Support
• Team Member Discounts for Pet Care
• Paid time off-inclusive of sick, personal, and vacation
• Digital Musculoskeletal Support
• Referral Bonus Program
• DailyPay on Demand

United Veterinary Care provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.