Thrive Pet Healthcare

Description

Position at El Centro Pet Medical Center

Client Service Representative

Part Time

El Centro Pet Medical Center: 1202 S W S Young Dr, Killeen, TX 76543

Position Overview

The purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff.

The CSR enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions.

Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients.

Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the CSR who creates a good first and last impression on our clients. The importance of this role cannot be overemphasized.

Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.

Reporting Structure

Directly reports to the CSR Lead and/or Practice Manager. Will receive direction from the Practice Manager and veterinarians.

Primary Responsibilities

Include but are not limited to:

• Answer and route calls using a multi-line phone system
• Greet clients and patients warmly and professionally
• Schedule appointments and provide pre-visit instructions
• Address client questions or concerns and escalate when needed
• Review and explain invoices, take payments, and manage client records
• Assist with check-in and discharge of patients
• Communicate medical instructions from the team to clients
• Monitor appointment schedules and client wait times
• Ensure accurate and up-to-date records
• Triage urgent cases and notify medical staff appropriately
• Enter patient charges and reminders in the system
• Perform daily financial tasks and end-of-day reporting
• Handle correspondence and follow up communication
• Maintain cleanliness in reception and exam areas
• Restock supplies and maintain front desk materials
• Adheres to hospital and company policies, standards, and procedures
• Maintains knowledge of products and services
• Attends all staff and departmental meetings and trainings as requested

Additional Duties

• Performs other duties as required

Requirements

• Education equivalent to the completion of the 12th grade.
• Experience in veterinary medicine highly preferred
• Customer service experience required
• Knowledge of general office practices and procedures, Client Care Specialist (receptionist) duties, and telephone techniques.
• Demonstrated ability to perform clerical work with speed and accuracy, use a multiple -line telephone system, and handle cash and other forms of payment.
• Experience assembling patient records, obtaining relevant information from clients, and accurately entering a variety of information in patient records.
• Ability to complete assigned tasks in the time allotted without direct supervision.
• Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.
• Excellent interpersonal communication skills.
• A commitment to outstanding client service.
• Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance.
• Ability to stay on task and work energetically for entire shift, sometimes exceeding 10 hours per day.
• Preferred: Knowledge of veterinary medical terminology and procedures and general computer skills.
• Preferred: Ability to type 45 words per minute and use a 10-key adding machine.

About Thrive

Vet-founded and Austin-born, Thrive Pet Healthcare has expanded to over 380 partner hospitals nationwide, united by a mission to shape the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners.

We bridge general practice, urgent care, specialty, and emergency care, and our locally rooted, nationally connected hospitals benefit from Thrive's extensive resources while maintaining their unique identities.

We believe that supporting our people is the key to helping pets thrive through every stage of life.

Join us where #WeThriveTogether. We provide customizable professional development opportunities, a supportive work environment that values work-life rhythms, and 24/7 mental health support.

At Thrive Pet Healthcare, we are committed to creating a culture where everyone from any background can be heard, respected, and valued. We pledge to build an inclusive environment nurtured by respectful curiosity to support, encourage, and celebrate the diverse voices of our teams and the communities we serve.