ER Client Services Representative

Department:

192001 - CVM Teaching Hospital

Location:

Raleigh, NC

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. The CSR coordinates and executes client intake, registration, scheduling, triage, and discharge processes while ensuring accurate, complete, and compliant medical and administrative records. In addition to standard CSR responsibilities, the CSR serves as an emergency point of contact for urgent and critical cases, assessing patient and client needs, facilitating rapid triage, and communicating promptly with clinical staff. Utilizing advanced office technology and a thorough understanding of hospital operations, the CSR also supports departmental efficiency, assists with staff training, and provides backup coverage to maintain seamless client experiences.

Key Responsibilities

• Client Interaction & Communication: Greet and check in clients, manage in-person and phone inquiries, respond accurately and empathetically to complex questions, clearly explain hospital policies, estimated costs, and deposit requirements, and provide immediate support during emergency situations.
• Scheduling & Coordination: Schedule appointments in accordance with service guidelines, appointment type, and clinical availability, communicate real-time updates to clinical teams and referring veterinarians, and prioritize urgent and emergency cases as needed.
• 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, including emergency patient records.
• 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, referral coordination, and emergency response support.
• Financial & Operational Support: Handle deposits, monitor billing accuracy, process transactions, resolve discrepancies in collaboration with the Business Office, and support operational efficiency across departments, even during high-volume or emergency situations.
• 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, including support during critical or emergency cases.

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.

Other Work/Responsibilities:

• Other duties as assigned.

Minimum Experience/Education:

High School Diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.

Required Qualifications:

N/A

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.

Required license or certification:

N/A

Position Number:

00111848

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