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Client Service Representative (CSR)

Middlesex Veterinary Group Locations:

West Concord Animal Clinic - Concord, MA | Arlington Animal Clinic -

Arlington, MA Reports To:

Reception Manager, Practice Manager, and Practice Owner Position Summary The Client Service Representative (CSR) is responsible for providing exceptional client service while supporting the daily administrative and operational functions of the veterinary hospital. This position serves as a primary point of contact for clients and plays an important role in facilitating communication between pet owners, veterinarians, technicians, and hospital management. Primary responsibilities include greeting clients and patients, managing incoming telephone calls and electronic communications, scheduling appointments, maintaining accurate medical records, processing financial transactions, coordinating patient admissions and discharges, and supporting overall hospital efficiency. The ideal candidate demonstrates excellent communication and organizational skills, attention to detail, compassion for animals and their owners, and the ability to remain professional in a fast-paced environment. Middlesex Veterinary Group operates two independently owned veterinary hospitals: Arlington Animal Clinic and West Concord Animal Clinic. Although employees may be assigned a primary location, CSRs may be scheduled to work at either hospital based on staffing needs, employee absences, and operational requirements. Flexibility between locations is an expectation of this position. Essential Job ResponsibilitiesClient Service and Communication Greet clients and patients promptly, professionally, and courteously. Answer incoming telephone calls using the appropriate hospital greeting and maintain professional telephone etiquette. Manage multiple telephone lines while prioritizing incoming calls and assisting coworkers as needed. Respond to client inquiries through telephone calls, emails, text messages, and in-person interactions. Communicate accurate information regarding hospital services, scheduling, policies, and procedures. Maintain a compassionate and professional approach when assisting clients who are upset, frustrated, or grieving. Address client concerns appropriately and involve management when additional assistance is necessary. Keep clients informed of appointment delays and other relevant updates. Accurately document relevant client communications in the patient's medical record. Maintain confidentiality of client, patient, and financial information. Appointment Scheduling and Coordination Schedule wellness examinations, sick visits, technician appointments, surgical procedures, dental procedures, and recheck appointments. Follow established scheduling guidelines to maximize appointment availability and hospital efficiency. Review relevant medical records, previous recommendations, and appointment history when scheduling. Identify potentially urgent patient concerns and promptly refer them to the appropriate medical team member. Confirm appointments and surgical procedures according to hospital protocols. Contact clients regarding missed appointments, cancellations, and rescheduling. Ensure accurate appointment types, durations, providers, and hospital locations are selected. Coordinate scheduling between Arlington Animal Clinic and West Concord Animal Clinic when appropriate. Follow established deposit, communication, and scheduling requirements for surgical procedures. Maintain accurate patient reminders and follow-up appointments. Medical Records and Administrative Duties Accurately enter and maintain client and patient information in the practice management system. Request, receive, review, and upload outside medical records. Update patient information, including vaccination history, spay/neuter status, microchip information, and relevant medical history. Document telephone conversations, client requests, and other relevant communications. Record and distribute messages to veterinarians, technicians, and management. Promptly communicate urgent messages to the appropriate team member. Monitor and respond to hospital emails and electronic communications in a timely manner. Generate invoices, estimates, consent forms, and other required documentation. Maintain accurate patient reminders, callbacks, and follow-up recommendations. Assist with routine correspondence and administrative projects as directed. Ensure services and charges are entered under the appropriate veterinarian or hospital account. Patient Admissions and Discharges Coordinate patient check-in and discharge for medical, surgical, and dental procedures. Review admission forms, surgical and dental consent forms, and required documentation with clients. Obtain appropriate signatures and verify required deposits. Document special instructions, client concerns, and relevant patient information. Communicate patient information and concerns to the appropriate medical team member. Coordinate discharge timing and communication between clients and hospital staff. Review invoices for accuracy and ensure payment is collected according to hospital policy. Provide discharge paperwork and communicate administrative follow-up instructions. Refer medical questions, medication instructions, and treatment-related concerns to the appropriate veterinary professional. Schedule recheck appointments and verify that future reminders are entered accurately. Financial Transactions and Payment Processing Generate accurate invoices and explain charges to clients. Collect payment at the time of service in accordance with hospital policies. Process cash, checks, credit cards, and other approved payment methods. Communicate financial policies, surgical deposits, cancellation requirements, and outstanding balances professionally. Ensure charges are entered accurately and assigned to the appropriate provider. Maintain accurate financial transaction records. Complete cash drawer reconciliation and end-of-day financial procedures as assigned. Report payment discrepancies or financial concerns to management promptly. Handle sensitive financial information professionally and confidentially. Prescription Requests and Client Follow-Up Receive and document prescription refill requests according to hospital protocols. Verify relevant client and patient information before forwarding requests for medical review. Communicate prescription requests to the appropriate veterinarian or medical team member. Follow established procedures for in-house medications, online pharmacy orders, and written prescriptions. Communicate prescription processing times and fulfillment options to clients. Complete callbacks and follow-up communications as directed by veterinarians, technicians, or management. Refer medical questions and prescription authorization decisions to the appropriate veterinary professional. Hospital Organization and Daily Operations Maintain a clean, organized, and professional reception area. Ensure the lobby, entryway, public restroom, and other client-facing spaces remain presentable. Monitor exterior client-access areas and report safety or maintenance concerns. Assist with maintaining organized examination rooms and shared workspaces when appropriate. Restock office supplies, client materials, and over-the-counter products. Notify management when inventory or supplies are running low. Complete assigned opening and closing procedures. Assist coworkers and other hospital departments when needed and appropriately trained. Participate in required staff meetings, training sessions, and continuing education. Perform additional administrative and operational duties as assigned. Required Knowledge and Skills The CSR must possess or develop a working knowledge of: Veterinary hospital operations, services, and organizational structure. Veterinary terminology and commonly used medical abbreviations. Routine vaccination protocols and preventive care recommendations. Common parasites, including intestinal parasites, heartworms, fleas, and ticks. Commonly recommended parasite preventatives, diagnostic testing, and wellness services. Hospital scheduling procedures, cancellation policies, and deposit requirements. Prescription refill procedures and pharmacy policies. Patient medical records, reminders, and documentation standards. Financial policies, payment processing, and client account procedures. Hospital websites, services, and available client resources. Differences in provider schedules, available services, and operational procedures between both hospital locations. CSRs are expected to provide accurate administrative information but are not authorized to diagnose medical conditions, independently recommend treatment, or authorize prescriptions. Qualifications Previous customer service, reception, or administrative experience preferred. Veterinary or medical office experience preferred but not required. Excellent verbal and written communication skills. Strong organizational skills and attention to detail. Ability to multitask and prioritize responsibilities in a busy environment. Proficiency with computers and standard office software. Ability and willingness to learn veterinary practice management software. Strong interpersonal skills and professional telephone etiquette. Ability to remain calm and professional under pressure. Dependability, punctuality, and a strong work ethic. Compassion for animals and their owners. Ability to work independently while contributing to a team environment. Willingness to work at either Middlesex Veterinary Group location as scheduled. Professional and Workplace Expectations All Client Service Representatives are expected to maintain a high standard of professionalism, accountability, and teamwork. Demonstrate a warm, friendly, and professional demeanor. Treat clients, coworkers, and management with courtesy and respect. Maintain composure when handling stressful or challenging situations. Communicate openly, respectfully, and constructively. Demonstrate initiative and assist coworkers when needed. Follow hospital policies, protocols, and management direction. Accept constructive feedback and demonstrate a willingness to learn and improve. Maintain a positive workplace environment free from gossip and inappropriate conduct. Respect the responsibilities and contributions of all team members. Adapt to changes in scheduling, staffing, and daily operational priorities. Demonstrate reliability in attendance, punctuality, and completion of assigned duties. Recognize that patient safety, client satisfaction, and hospital efficiency are shared responsibilities. Physical and Technical Requirements Ability to work primarily in a front-desk or reception environment for extended periods. Ability to sit, stand, walk, bend, and perform routine office-related movements throughout a shift. Ability to lift or move supplies and objects weighing up to 30 pounds, with or without reasonable accommodation. Ability to work in an environment with animals of varying sizes and temperaments. Ability to operate computers, multiline telephone systems, payment processing equipment, and other standard office technology. Ability to manage multiple responsibilities while maintaining accuracy and attention to detail. Ability to perform the essential functions of the position with or without reasonable accommodation. Work Schedule and Location Requirements This position is part of Middlesex Veterinary Group, which operates Arlington Animal Clinic in Arlington, Massachusetts, and West Concord Animal Clinic in Concord, Massachusetts. Employees may be assigned a primary hospital location but are expected to maintain flexibility to work at either practice when scheduled. Assignments may vary based on staffing coverage, employee absences, and hospital operational needs. Work schedules are established by management according to hospital hours and staffing requirements. Occasional adjustments to scheduled shifts may be necessary. Training and Performance Expectations New employees will receive training in hospital procedures, client communication, practice management software, appointment scheduling, financial transactions, and administrative responsibilities. Employees are expected to demonstrate increasing independence and proficiency as they complete training. Performance will be evaluated based on client service, accuracy, communication, dependability, teamwork, adherence to hospital protocols, and overall contribution to efficient daily operations. About Middlesex Veterinary Group Middlesex Veterinary Group is an independently owned veterinary organization consisting of Arlington Animal Clinic and West Concord Animal Clinic. Our hospitals emphasize high-quality veterinary medicine, compassionate patient care, strong client relationships, and a respectful, collaborative work environment. We value employees who take pride in their work, support their coworkers, and contribute to a positive experience for both clients and patients. Middlesex Veterinary Group is an equal opportunity employer and considers qualified applicants without regard to legally protected characteristics.

Pay:

From $18.00 per hour

Benefits:

401(k) Dental insurance Employee assistance program Employee discount Health insurance Health savings account Life insurance Paid time off Tuition reimbursement Uniform allowance Vision insurance

Work Location:

In person