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Client Experience Representative The Client Experience Representative is an important part of the NorthStar VETS team and is often the first and last person a client interacts with during their visit. This role is responsible for providing a warm, professional, and compassionate experience for clients and their families while supporting the day-to-day operations of a busy 24/7 emergency and specialty veterinary hospital. Client Experience Representatives work closely with doctors, technicians, Client Liaisons, Client Experience Supervisors, and other hospital teams to help ensure clients receive clear communication, timely service, and a consistent experience. The ideal candidate is organized, dependable, compassionate, and able to remain calm and professional in a fast-paced environment. This role requires strong communication skills, attention to detail, the ability to prioritize multiple tasks, and a willingness to help wherever needed to support the team and our clients. All team members are expected to follow NorthStar

VETS' CPETS

values of Compassion, Professionalism, Excellence, Teamwork, and Service. Key Responsibilities Client Experience & Communication Welcome clients and their families in a warm, professional, and compassionate manner. Serve as a positive first point of contact for clients visiting or calling the hospital. Answer incoming calls promptly and professionally. Listen to client questions and concerns and provide appropriate assistance or connect them with the appropriate team member. Provide general information about hospital services, processes, appointments, and next steps. Properly route calls, messages, and client inquiries to the appropriate department or team member. Communicate with clients who are waiting and provide updates when appropriate. Maintain professionalism and empathy during difficult, emotional, or stressful situations. Recognize when a concern needs to be escalated and involve a Client Experience Supervisor or Manager when appropriate. Support clients with general questions regarding their visit, account, appointments, and hospital processes. Patient Check-In & Admissions Check patients in and out of the hospital accurately and efficiently. Assist with emergency and specialty admissions. Assist clients with completing required paperwork and forms. Ensure client and patient information is accurate and up to date in the practice management system. Create and prepare charts for emergency and specialty appointments. Ensure required documents are properly uploaded to the patient's medical record. Communicate with the clinical team regarding patient arrivals, admissions, and other client needs. Support euthanasia visits with compassion, professionalism, and attention to detail. Scheduling & Appointments Schedule appointments accurately based on hospital and department guidelines. Schedule appropriate follow-up appointments before the client leaves when requested. Confirm appointment information and ensure clients understand where and when to arrive. Assist with appointment changes, cancellations, and general scheduling questions. Work with clinical teams when scheduling questions or changes arise. Assist with managing appointment flow and identifying potential scheduling concerns. Basic Billing & Financial Support Collect deposits, payments, and other client payments accurately. Accurately post payments and charges to the appropriate client account. Review invoices for basic accuracy before the client leaves. Answer basic billing and account questions and direct more complex financial questions to the appropriate team member. Assist clients with understanding basic information related to their invoice, payment, or account. Follow hospital processes for deposits, payments, refunds, and other financial transactions. Notify the appropriate leader when there is a billing concern, discrepancy, or issue that requires additional review. Maintain accuracy and confidentiality when handling client financial information. Discharges Support the discharge process by ensuring clients have the appropriate paperwork and information. Review invoices for basic accuracy and ensure appropriate charges and payments are posted. Confirm required discharge documentation is complete. Communicate with the clinical team when additional information or clarification is needed. Help ensure medications, paperwork, and other discharge items are ready when appropriate. Work as part of the team to identify and address discharge issues before the client arrives. Provide clients with a professional and welcoming discharge experience. Client & Hospital Communication Monitor hospital email and approved client communication platforms. Properly route calls, messages, and client requests to the appropriate team member or department. Communicate important client information accurately and promptly. Monitor hospital census boards and other communication tools. Monitor clients who are waiting and communicate with them as appropriate. Communicate changes or concerns to Client Experience Supervisors and other appropriate leaders. Maintain confidentiality when handling client, patient, and hospital information. Front Office Operations Support the smooth daily operation of the front office. Assist with front office coverage during periods of high volume or changing hospital needs. Maintain an organized, clean, and welcoming reception and waiting area. Monitor client waiting areas and check in with clients who may be waiting for extended periods. Maintain a clean and organized workstation. Restock front office, coffee, and client-facing supplies as needed. Monitor client restrooms and ensure they remain clean and presentable. Clean up spills or accidents in client-facing areas when appropriate and notify the appropriate team when additional assistance is needed. Support daily tasks assigned by Client Experience leadership to maintain an efficient workflow. Complete other duties and responsibilities as assigned based on the needs of the hospital. Teamwork & Collaboration Work collaboratively with Client Experience Representatives, Client Experience Supervisors, Client Liaisons, technicians, doctors, and other hospital teams. Support teammates during periods of high volume. Ask for help when needed and offer help when others are overwhelmed. Communicate concerns or barriers early so the team can address them. Contribute to a positive and respectful work environment. Take ownership of assigned responsibilities and follow through on tasks. Be open to learning new processes and supporting improvements to the client experience. Support other departments and hospital teams when appropriate and as directed by leadership. Service & Continuous Improvement Look for opportunities to improve the client experience and daily workflow. Provide feedback to Client Experience leadership when a process is unclear or creates challenges for clients or the team. Participate in training and ongoing development. Learn and follow hospital policies, procedures, and workflows. Stay informed about hospital services, departments, and client-facing processes. Take responsibility for personal performance and development. Help create a consistent experience for clients across all shifts and departments. Support new processes and changes designed to improve the client and patient experience. Core Competencies Compassion Demonstrates patience, empathy, and understanding when working with clients, patients, and team members. Professionalism Maintains a professional and respectful approach in all interactions, including difficult or stressful situations. Communication Communicates clearly, respectfully, and effectively with clients and hospital team members. Teamwork Works collaboratively and willingly supports teammates to meet the needs of clients and patients. Organization Effectively manages multiple responsibilities while maintaining accuracy and attention to detail. Accountability Takes ownership of responsibilities, follows through on commitments, and communicates when assistance is needed. Problem-Solving Uses good judgment to identify issues, find solutions, and know when to involve a supervisor or manager. Adaptability Comfortably adjusts to changing priorities and the unpredictable nature of a 24/7 emergency and specialty hospital. Emotional Intelligence Recognizes the emotions and needs of clients and coworkers and responds with patience, empathy, and professionalism. QualificationsEducation High school diploma or equivalent required. Associate or Bachelor's degree preferred. Veterinary or medical education or experience is a plus. Experience Previous experience in client service, customer service, hospitality, healthcare, veterinary medicine, or a related field preferred. Veterinary or medical experience is preferred but not required. Experience working in a fast-paced environment is preferred. Skills Strong verbal and written communication skills. Strong interpersonal and client service skills. Strong attention to detail and accuracy. Ability to remain calm and professional in stressful situations. Ability to multitask and prioritize competing responsibilities. Ability to work effectively as part of a team. Comfortable using computers and learning practice management systems. Ability to handle basic billing and payment transactions accurately. Ability to handle sensitive client and patient information appropriately. Ability to recognize when a situation needs to be escalated to leadership. Physical Requirements Ability to stand and walk for extended periods during a shift. Ability to sit and work at a computer for extended periods. Frequent use of hands for typing, paperwork, and operating office equipment. Ability to bend, reach, and perform repetitive motions. Ability to occasionally lift or carry items up to 25 pounds. Ability to work around animals and within a veterinary medical environment. Schedule & Work Environment Full-time or part-time position based on hospital needs. Must be available to work in a 24/7 emergency and specialty hospital environment. Schedule may include days, evenings, overnights, weekends, and holidays. Work is primarily performed in a busy, client-facing hospital environment. The position involves frequent interaction with clients, patients, doctors, technicians, and other hospital team members. The environment can be fast-paced and emotionally challenging, particularly during emergency situations. About NorthStar VETS NorthStar VETS is a group of veterinary emergency and specialty hospitals serving the NJ and PA region. For more than 25 years, we have been committed to improving the communities we serve by helping as many patients as possible. We are committed to providing high-quality medicine, supporting the growth and development of our teams, and creating an environment where people can build long-term careers. We support employee wellness through quarterly wellness events, provide continuing education opportunities, give back to our local communities, and encourage a workplace built on respect, teamwork, and inclusion. NorthStar VETS exists for one fundamental purpose: to improve the quality of life for our patients, clients, family veterinarians, and our staff. We do this through our CPETS values:

Compassion :

We interact with our clients, patients, and community with kindness and empathy.

Professionalism:

We conduct ourselves in a responsible manner and treat our clients, patients, and colleagues with respect and integrity.

Excellence:

We provide high-quality care and continue to grow our knowledge of veterinary medicine.

Teamwork:

We work together as one team and recognize the value and contributions of every team member.

Service:

We are dedicated to exceeding our clients' expectations through timely communication, exceptional service, and outstanding patient care. Equal Opportunity Employer NorthStar VETS is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other status protected by applicable federal, state, or local law. All qualified applicants are encouraged to apply.

Job Type:

Full-time Pay:

$18.50 - $22.50 per hour

Benefits:

401(k) matching Dental insurance Health insurance On-the-job training Paid time off Parental leave Referral program Vision insurance Ability to

Commute:

Robbinsville, NJ 08691 (Required) Ability to

Relocate:

Robbinsville, NJ 08691: Relocate before starting work (Preferred)

Work Location:

In person