North Carolina State University

Posting Number PG194858SP

Internal Recruitment No

Working Title ER Client Services Representative

Anticipated Hiring Range $40,000 - $43,200

Work Schedule Saturday-Tuesday 12:30pm-11pm, Monday-Thursday 10:30am-9pm **holidays & on call required

Job Location Raleigh, NC

Department CVM Teaching Hospital

About the Department

The NC State Veterinary Hospital (VH), established in 1983, is one of the highest rated veterinary academic medical centers in the country, serving communities throughout North Carolina as well as many other states. The hospital staffs over twenty clinical services with board certified specialists that are nationally and even internationally renowned, ensuring the VH is on the cutting edge of veterinary medicine.

Patients benefit from the combined expertise of multiple specialists utilizing a team approach to patient health care. Each year, nearly 35,000 patients are treated in the VH. The VH provides compassionate care, state of the art specialty health care, expert clinical instruction for 4th year veterinary students from College of Veterinary Medicine, and ongoing investigation of innovative techniques and procedures to further advance the field of veterinary medicine.

Wolfpack Perks and Benefits

As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being. As you consider this opportunity, we encourage you to review our Employee Value Proposition and learn more about what makes NC State the best place to learn and work for everyone.

What we offer:

• Medical, Dental, and Vision
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• And so much more!

Attain Work-life balance with our Childcare benefits, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community.

Disclaimer: Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered.

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 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.

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

Valid NC Driver's License required No

Commercial Driver's License Required? No

Job Open Date 02/06/2026

Earliest Close Date---- (Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.) 05/18/2026

Notice to Applicants

Please note that the work history on your resume must also be included in your application.

Special Instructions

Please include as attachments a resume, cover letter, and contact information for at least 3 professional references.

Position Number 00111848

Position Type SHRA

Position Classification Band Title Administrative Support Specialist

Position Classification Band Level Journey

Position Classification Salary Range $ 34,602 - $ 58,870

Salary Grade Equivalency NC09

Alternate Option

If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

Full Time Equivalent (FTE) (1.0 = 40 hours/week) 1.0

Appointment 12 Month Recurring

Mandatory Designation - Adverse Weather Mandatory - Adverse Weather

Mandatory Designation - Emergency Events Mandatory - Medical Emergencies

Time Limited Position No

Time-Limited Appointment Length (if applicable)

Department Id 192001 - CVM Teaching Hospital

EEO

NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-513-0574 to speak with a representative of the Office of Equal Opportunity.

If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

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