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Veterinary Client Service Representative - Billing Specialist
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Thrive Pet Healthcare
Jacksonville, FL (In Person)
Full-Time
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Job Description
Description Client Service & Billing Specialist Monday-Friday, Occasional Weekends Capital Veterinary Specialists, JAX Jacksonville, FL About You The Client Service Representative & Charge Audit Specialist provides front-line client service while supporting the financial accuracy and integrity of hospital billing. This role serves as a primary point of contact for clients and patients within the Specialty Services department and performs detailed charge auditing for both the Specialty and Emergency Services. Responsibilities include managing client communications, scheduling appointments, processing payments, and reviewing medical records to ensure services are accurately documented and billed. The ideal candidate is highly organized, detail-oriented, and able to collaborate effectively with clinical and administrative teams. Your Experience & Skills
- 2-3 years of veterinary experience required.
- Experience in veterinary customer service, veterinary receptionist, hospital operations, billing, charge auditing, or revenue cycle processes strongly preferred.
- Strong attention to detail and ability to review clinical documentation for billing accuracy.
- Excellent written and verbal communication, organizational, and multitasking skills.
- Proficiency with electronic medical record (EMR) systems, veterinary practice management software, and standard office applications.
- Greet clients and patients warmly and professionally, creating a welcoming environment.
- Manage check-in and check-out processes efficiently and accurately.
- Provide accurate information regarding hospital services, policies, and procedures.
- Address client questions and concerns with professionalism and empathy, escalating issues when appropriate. Phone & Communication Management
- Operate a multi-line phone system, directing calls to the appropriate department or staff member.
- Respond to client inquiries in a timely and professional manner.
- Schedule and confirm appointments while coordinating with specialty service teams to ensure efficient workflow.
- Manage and respond to hospital emails, ensuring prompt communication and appropriate follow-up with clients and staff. Financial Processing
- Process client payments including cash, credit card, and electronic payments.
- Perform end-of-day financial reconciliation and close-out procedures.
- Maintain accurate financial records and ensure proper documentation of transactions. Charge Auditing & Revenue Cycle Responsibilities Audit Charges
- Review and audit medical records from both Specialty Services and Emergency Services to verify that all services, procedures, diagnostics, and medications are accurately captured and reflected on final invoices. Identify Discrepancies
- Detect, analyze, and resolve billing errors such as missing charges, incorrect coding, duplicate entries, or potential over/under-billing. Ensure Compliance
- Maintain adherence to hospital billing policies, documentation standards, and industry best practices to support accurate and compliant charge capture. Collaborate with Clinical Staff
- Work closely with veterinarians, veterinary technicians, and clinical support staff to clarify documentation and ensure all services performed are appropriately recorded and billed. Revenue Cycle Support
- Support the financial health of the hospital by improving charge capture accuracy and reducing revenue leakage. Billing Protocol Development
- Assist in the development, documentation, and maintenance of billing and charge capture protocols to promote consistency and accuracy in hospital billing practices.
- Create, review, and maintain hospital billing packages, ensuring they are up-to-date, accurate, and reflective of current services, procedures, and pricing standards Outside Vendor Invoice Reconciliation
- Review and reconcile invoices from outside service providers (e.g., laboratories, imaging services, or specialty vendors) to ensure services billed to the hospital are accurately reflected on client invoices when applicable.
- Investigate discrepancies between vendor invoices, medical records, and client billing to ensure proper cost capture and accurate financial reconciliation. Market & Pricing Research
- Conduct research on veterinary service pricing within the local and regional market to support competitive and appropriate hospital pricing strategies.
- Perform competitive benchmarking activities, including "ghost calls" to veterinary practices when appropriate, to gather information on service pricing, fees, and client service practices.
- Compile findings and provide insights to management to support informed pricing and service decisions. Staff Education
- Provide feedback to clinical staff regarding documentation standards and best practices for accurate and complete charge capture. Additional Responsibilities
- Assist with administrative and operational tasks to support the Specialty and Emergency Services and Hospital Leadership Team.
- Maintain confidentiality and safeguard client, patient, and financial information in accordance with hospital policies.
- Perform other administrative or operational duties as assigned by management to support hospital operations and patient care. You'll Grow with Us Here, you can grow your career as best fits you through access to comprehensive learning and skillset programs. You can build your skills and earn credentials through:
- Our vast, diverse, and free library of continuing education courses
- ThriveU
- Live, virtual interactive workshops to develop valuable leadership skills
- A program designed to teach you the fundamentals of running a pet hospital And, with so many locations nationwide, you can find and move into any specialty, hospital type, or environment. Join us and provide your best care at a clinic that is deeply rooted within its community and bolstered by the resources of Thrive Pet Healthcare. Benefits
- our care in action Thrive offers a suite of benefits to support team members' emotional, physical, professional, and financial wellbeing. In addition to our health and life insurance, and short
- and long
- term disability plans, we offer eligible team members:
- Competitive pay
- 401(k) with employer match
- Mental health resources, including easy access to therapy through Lyra Health
- Paid parental leave
- Purr-ental leave for when you adopt a pet
- Subsidized backup childcare and elder care
- Expert advice, support and network discounts for fertility and family planning
- FREE CE courses
- Pet perks and veterinary service discounts
- Student loan support tools and assistance
- Some benefits shown are only for full-time team members who work 30 hours or more per week.