Client Services Representative

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

As a Client Service Representative (CSR), you are the face and voice of the NC State Veterinary Hospital, serving as the primary point of contact for clients, referring veterinarians, and hospital personnel. This position requires a proactive, adaptable problem-solver who thrives in a fast-paced environment and demonstrates exceptional customer service and communication skills.

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.