NVA General Practice · 1 day ago
Client Services Representative
Westover, WV
Full-time
Onsite
New Grad, Entry LevelNVA General Practice is a veterinary clinic seeking a Client Services Representative to provide exceptional client service while ensuring a smooth flow of clients and patients. The role involves greeting clients, managing appointments, and assisting with patient care and administrative tasks.
HealthcareHospitalPetMedicalVeterinary
Responsibilities
Professionally receives incoming calls on the telephone, using prescribed telephone techniques. Uses service excellence to address needs of prospective clients
Schedules client appointments and addresses client questions including calling clients back
Creates new patient accounts, schedules appointments and collects information to make necessary updates
Follows established policies and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in hospital procedures, and other services that require the doctors and technicians’ time
Contacts clients with scheduled outpatient or pre-surgery appointments to remind them of the time and appointment requirements (for example, stool samples for fecals or withholding any food and water)
Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc
Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies
Demonstrates a full working knowledge of Vetcove procedures and functional applications
Greets clients with a cheerful and professional attitude and makes them feel welcome during their entire time in the clinic. This includes assisting them in a timely manner and ensuring that someone is in contact with the client from arrival to departure
Completes client check-ins and check-outs, preparing all required forms such as in-house patient and client forms, health certificates, euthanasia forms, vaccination certificates, handouts, rabies tags and certificates, consent and release forms, pre-surgery instruction sheets, etc
Schedules follow-up medical progress exams and/or appointments for additional healthcare as directed by a doctor
Assists emotional and/or grieving clients by escorting them to a private room. Demonstrates empathy for clients’ companion animals. Uses a variety of techniques shown in training, to reassure distressed pet owners
Invoices clients, collects payments, and makes change following the policies of the hospital. Also counsels clients as to payment options, and helps clients to fill out any necessary paperwork such as Care Credit applications
Educates clients on products and services and responds to routine medical care questions (for example, vaccination schedules for puppies and kittens, worming, or flea treatment) in person or over the phone
Follow up with clients via phone after a patient visit/surgery or to schedule a doctor recommended treatment (This responsibility may be shared with a technician)
Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc
Follows time clock procedures for clocking in and out at the start and end of the shift and reports to work on time for each shift
Ensures the front office is clean and tidy, maintaining a professional appearance at all times
Assists the CSR Supervisor with special projects during slow times
Ensures there is a sufficient supply of hospital forms and office supplies and reorders the needed supplies on a timely basis, or notifies the Inventory Manager well in advance, so that inventory never runs out
Adheres to scheduling guidelines and protocols
Makes overdue reminder and confirmation calls to clients
Assists CSR Supervisor with additional clinic tasks as needed
Provides cost estimates and prepares client invoices while informing clients of credit policies and any outstanding balances
Enters charges accurately into the computer using appropriate codes and taking client payments
Performs end of day flow daily. Including: balancing out the cash drawer at completion of the day's business, preparing bank deposits, running end of day reports in Vetcove, etc
Knowledge of medical terms and pharmaceutical names
Performs over the counter sales of merchandise such as food and special diets, shampoos, etc
Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs including medical products such as microchips and can assist with pet insurance
Conveys the clinic message related to Quality Patient Care and helps educate the client with non-medical patient care
Qualification
Required
Knowledge of telephone etiquette and Client Service Excellence
Basic veterinary medical knowledge, including products and services, is desired
English language and written skills required
Familiar with the use of policies, reports, and form completion
Excellent telephone skills
Excellent oral and written communication skills
Interpersonal skills including working in a team environment
Handling difficult situations, including emergencies
Basic computer skills (Microsoft Office and E-mail)
Strong organizational skills with ability to multi-task and still attend to details
Typing skills (accuracy)
Payment handling and basic finance skills
Ability to handle escalated situations and client concerns
Professional and courteous
Flexible
Willingness to learn
Ability to remain calm under pressure
Attention to detail
Time management
Works well in team and fast-paced environment
Adherence to procedures and protocols
Takes initiative
De-escalation
High school degree
Prior client service experience is required
Preferred
Bachelor's degree a plus
Company
NVA General Practice
At NVA General Practice, we’re on a mission to give every pet their best life.
Founded in 1996
10001+ employees
H1B Sponsorship
NVA General Practice has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (6)
2022 (3)
2021 (6)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$128MKey Investors
OMERS Private EquitySummit Partners
2019-06-17Acquired
2017-07-07Private Equity
2007-05-01Private Equity· $128M
Leadership Team
John Bruno
Chief Executive Officer
Recent News
Morningstar.com
2025-11-11
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