Job Description

The Veterinary Teaching Hospital at the Atlantic Veterinary College is seeking applicants to fill a permanent, full time Veterinary Client Services Representative position. RESPONSIBILITIES:

• Process routine scheduled and emergency hospital admissions
• Schedule appointments and gather all necessary referral documentation via phone, in-person, and email
• Generate invoices and process payments, including third party financing companies and insurance providers
• Maintain detailed electronic medical records in a veterinary emergency and specialty referral setting to ensure accurate communication logs and billing processes
• Maintain professional interactions during emotional/stressful situations
• Maintain client financial accounts within the confines of hospital financial policies
• Interact professionally with and facilitate communication between clients, referring veterinarians, students, and hospital staff
• Answer, direct and triage emergency calls appropriately and efficiently that come in through the main VTH phone lines
• Assist in setting up external financing for clients as needed
• Assist with processing pet insurance claims
• Will be required to work a rotating shift.
• May be required to work stat holidays and during university closures
• Must have proven ability to work independently under pressure and have an ability to diffuse conflict and confrontational situations
• Must have proven reliability as responsibilities include working alone as the primary client service representative for the hospital for both routine and emergency cases

• Grade 12 graduation with completion of a recognized post-secondary program in a related area or an equivalent combination of education and work experience in a veterinary emergency and/or referral setting is required
• A minimum of two (2) years relevant work experience, or an equivalent combination of training / experience in a high-volume, client-facing customer service role
• Business / accounting / cash handling experience in a veterinary hospital setting
• Strong computer and word processing abilities
• Excellent communication and interpersonal skills
• Demonstrated abilities in customer service and reception skills in a veterinary setting
• Ability to remain calm and professional while helping clients through emotional interactions
• Veterinary medical terminology diploma or equivalent veterinary clinical experience
• Experience using group text messaging software in a professional and educational setting is an asset
• Experience using electronic medical records and scheduling software is required with preference given to those with experience using RxWorks and Smartflow