Job Description

Capital City Specialty & Emergency is Ottawa's newest state of the art animal hospital! Opened in Spring 2023, Capital City is growing our team of over 180 veterinary professionals to provide outstanding patient care and client service. Our team includes world-renown specialists working with top-of-the-line equipment to provide an exceptional experience. Our focus on medicine, community, education, and positive culture makes this a hospital unlike any other. With over 22,000 square feet of space, leading edge technology, and veterinary partners working on site, Capital City wants you to join our team and we know this is an animal hospital where you'll be proud to work.

Capital City is currently looking for an experienced, professional, and collaborative Client Service Representative to join our team.

Position Summary

The Client Service Representative (CSR) is the first point of contact for clients and referring veterinary teams, playing a vital role in ensuring a seamless, compassionate, and professional experience for every client and patient.

In our fast-paced

emergency and specialty hospital

, the CSR works closely with veterinarians, technicians, and other departments to coordinate patient admissions, transfers, and communications. This position requires exceptional organizational skills, empathy, and the ability to manage multiple priorities in a high-volume, emotionally charged environment.

Key Responsibilities

Client Experience & Communication

Serve as the first point of contact for clients and referring veterinarians, delivering compassionate and professional service at all times. Answer phone calls and emails efficiently--triaging and prioritizing based on urgency. Guide clients through the emergency check-in process, clearly explaining wait times, procedures, and hospital protocols. Support specialty department appointments by confirming referrals, gathering medical records, and ensuring seamless communication between referring and in-house teams. Assist clients during emotionally difficult end-of-life discussions, with tact and compassion.

Administrative & Financial Duties

Accurately enter and maintain client and patient information in the hospital database. Process deposits, payments, and reconcile transactions following hospital financial protocols. Support communication between departments to ensure continuity of care and smooth patient flow.

Collaboration & Team Support

Work collaboratively with emergency, ICU, and specialty teams to manage patient flow efficiently. Participate in ongoing training to maintain knowledge of hospital services, protocols, and specialty procedures. Contribute to a supportive, positive, and professional workplace culture.

Qualifications & Skills

Required:

Minimum 1-2 years of experience in a veterinary environment. Exceptional communication and interpersonal skills, with a strong sense of empathy and professionalism. Proven ability to multitask and stay composed in fast-paced or emotionally charged situations. Strong computer literacy and experience with veterinary practice management software. Detail-oriented, organized, and dependable. Commitment to teamwork and continuous learning.

Preferred:

Previous experience in an emergency or specialty veterinary hospital. Understanding of veterinary medical terminology and triage principles. Familiarity with referral processes and interdepartmental communication in a multi-specialty setting.

Physical & Work Requirements

Ability to work flexible shifts, including evenings, weekends, and holidays, as part of a 24/7 hospital team. Comfortable working in an environment that includes exposure to animals, allergens, and sensitive medical or emotional situations. Ability to remain on feet for extended periods and manage multiple tasks simultaneously.

Why Join Our Team

Work alongside leading veterinary specialists and emergency clinicians. Be part of a collaborative, compassionate, and growth-oriented team. Competitive compensation, benefits, and continuing education opportunities. Opportunity to make a meaningful difference in the lives of pets, their families, and the referring veterinary community.
Job Types: Full-time, Permanent

Pay: $19.00-$23.00 per hour

Expected hours: 32 - 40 per week

Benefits:

Company events Dental care Disability insurance Extended health care Life insurance On-site parking Paid time off Store discount
Work Location: In person