Client Services Representative - Health & Wellness Center

Job Details

Posting Number: PG195059SP

Internal Recruitment: No

Working Title: Client Services Representative - Health & Wellness Center

Anticipated Hiring Range: $38,000 - $41,200

Work Schedule: Monday-Friday; 8:00 a.m. - 5:00 p.m., occasional overtime required

Job Location: Raleigh, NC

Department: CVM Teaching Hospital

About the Department

Established in 1983, the NC State Veterinary Hospital (VH) is one of the nation’s highest-rated academic medical centers, serving North Carolina and the surrounding region. The VH treats nearly 35,000 patients annually across more than 20 clinical services, utilizing a team-based approach that leverages the expertise of nationally and internationally renowned board-certified specialists.

The VH is dedicated to:

• Clinical Excellence: Providing compassionate, state-of-the-art specialty healthcare at the cutting edge of veterinary medicine.
• Education: Delivering expert clinical instruction to fourth-year veterinary students from the College of Veterinary Medicine.
• Innovation: Advancing the field through the ongoing investigation of innovative techniques and medical procedures.

Essential Job Duties

Ensure excellent customer service to current and potential clients, primarily for the NC State Veterinary Health and Wellness Center (HWC) which houses ten veterinary departments. This position requires a proactive, adaptable problem-solver who thrives in a fast-paced environment and demonstrates exceptional customer service and communication skills. The CSR coordinates and executes client intake, registration, scheduling, triage, and discharge processes while ensuring accurate, complete, and compliant medical and administrative records.

Key Responsibilities

• Client Interaction & Communication: Greet and check in clients, manage in-person and phone inquiries, respond accurately and empathetically to complex questions, and clearly explain hospital policies, estimated costs, and deposit requirements.
• Scheduling & Coordination: Schedule appointments in accordance with service guidelines, appointment type, and clinical availability, and communicate real-time updates to clinical teams and referring veterinarians.
• Medical & Administrative Records: Collect, verify, and summarize information from multiple sources, maintain accurate electronic and paper medical records, consent forms, and documentation, and ensure completeness and compliance.
• Triage & Problem Solving: Assess client-reported concerns and hospital guidelines to determine urgency, notify clinical staff promptly, and ensure appropriate follow-up, including patient discharge and referral coordination.
• Financial & Operational Support: Handle deposits, monitor billing accuracy, process transactions, resolve discrepancies in collaboration with the Business Office, and support operational efficiency across departments.
• Team Collaboration & Training: Serve as a resource for staff and referring veterinarians, cross-train new or temporary team members, provide backup coverage for front-facing client service roles, and facilitate smooth departmental operations.

Key Qualifications

• Communication Skills: Ability to maintain professional and effective communication under pressure.
• Customer Service Excellence: A genuine passion for helping people and providing a positive, empathetic experience.
• Administrative Proficiency: Strong multitasking skills with the ability to manage phones, emails, and financial documentation simultaneously.
• Adaptability: Readiness to support the team where needed most based on scheduling and operational requirements.
• Ability to lift up to 30 pounds frequently, with or without reasonable accommodations.

Minimum Experience/Education: High School Diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.

Preferred Qualifications: Previous client service experience in a veterinary or medical setting. Knowledge of medical records software, MS Office products and/or Google Apps (or similar software), email, fax and copy machines. Excellent verbal and written communication skills, and strong organizational and multitasking skills. Exceptional customer service skills and the ability to interact professionally with clients, faculty, and staff in demanding situations. Ability to interpret hospital guidelines and client needs to determine emergency situations. Emotional intelligence, ability to empathize, and the ability to mentally process difficult cases.