Client Service Coordinator

Department: Receptionists

Employment Type: Full Time

Location: Austin, Texas

Compensation: $16.00 - $19.50 / hour

Description

What You'll Do

• Welcome every client, visitor, and team member with a warm, professional greeting.
• Create a positive first impression through friendly body language, eye contact, and an approachable demeanor.
• Assess each client's needs and the pet's general condition upon arrival and appropriately prioritize concerns.
• Route emergency calls and promptly connect clients with the appropriate veterinary team member.
• Provide compassionate, professional, and solutions-oriented customer service in person and over the phone.
• Listen empathetically and communicate clearly, calmly, and respectfully, particularly when clients are worried or distressed.
• Process accurate and thorough patient admissions and check-outs, including collecting payments.
• Work closely with the veterinary nursing team to minimize client wait times in the lobby and exam rooms.
• Keep clients informed about delays and serve as a liaison between clients and hospital team members.
• Monitor the lobby and help maintain a clean, organized, and welcoming environment.
• Answer and route telephone calls using professional telephone etiquette.
• Respond to non-patient calls and visitors and connect them with the appropriate team member.
• Confirm appointments and ensure clients receive accurate information regarding appointment preparation.
• Cancel and reschedule appointments as needed.
• Document client communications accurately in the hospital's practice management software.
• Handle client concerns professionally and escalate complaints to management when appropriate.

• Prepare medical records prior to appointments.
• Maintain accurate client and patient records and promptly file or attach necessary documentation.
• Enter and update client, patient, and primary care veterinarian information accurately.
• Use hospital software to access and document client and patient history.
• Deliver and send faxes, emails, and other correspondence to the appropriate individual.
• Demonstrate proficiency with telephone system functions, including hold, transfer, voicemail, and overhead paging.
• Reconcile daily receipts with hospital system records.
• Maintain an accurate cash drawer and process cash, credit, and other payments.
• Explain payment options and assist clients with CareCredit applications.
• Complete accounting logs and basic financial calculations accurately.
• Maintain professional written communication with excellent spelling, grammar, and attention to detail.

• Explain aftercare options to clients following the loss of a pet.
• Complete deceased pet aftercare documentation accurately.
• Provide emotional support and appropriate resources to grieving clients with compassion and discretion.
• Coordinate with service agencies and hospital team members to ensure the handling of pet remains is complete, accurate, and compassionate.

• Work collaboratively with veterinarians, veterinary technicians, assistants, and other hospital team members.
• Take ownership of client and operational issues from identification through resolution.
• Proactively identify tasks and opportunities to improve client care and hospital organization.
• Seek assistance when needed while remaining accountable for helping facilitate a successful outcome.
• Maintain composure and sound judgment during emergencies and high-stress situations.
• Perform other duties as assigned.

What We're Looking For

• High school diploma or equivalent.
• Strong customer service and communication skills.
• Excellent attention to detail and organizational skills.
• Ability to work efficiently in a busy, fast-paced veterinary hospital.
• Ability to remain calm, professional, and compassionate during emergencies or emotionally difficult situations.
• Strong computer and PC skills.
• Ability to accurately perform basic financial calculations.
• Ability to communicate effectively with clients, veterinarians, veterinary technicians, and coworkers.
• Ability to handle challenging conversations and conflict with professionalism and grace.
• Must be legally authorized to work in the United States.
• Must consent to and successfully complete a background check and drug screening.

• Previous experience in a veterinary hospital, animal hospital, medical office, healthcare, veterinary reception, or customer service environment.
• Experience with veterinary practice management or medical record software.
• Experience handling payments, scheduling, medical records, or insurance/financing applications.

• Dependable – You follow through and can be counted on by clients and your teammates.
• People-oriented – You genuinely enjoy helping people and working as part of a team.
• Detail-oriented – You understand that accuracy matters when working with client information, medical records, appointments, and payments.
• Compassionate – You recognize that veterinary visits can be stressful and know how to make clients and their pets feel cared for.
• Adaptable – You can prioritize and stay organized when the hospital gets busy.
• A problem-solver – You take initiative, use good judgment, and look for solutions rather than simply identifying problems.
• A team player – You understand that exceptional client service is a team effort.

• A combination of opening and closing shifts
• Some Saturdays
• Some holiday shifts

Job Benefits

• Health, dental, vision, and life insurance
• Paid time off
• Paid parental leave
• Veterinary care and boarding discounts for your pets
• A great, collaborative team environment
• Opportunity to work in the heart of downtown Austin