Weekday Evening Veterinary Client Service Representative (CSR) Animal Emergency & Specialty Center | Chattanooga, TN Are you passionate about helping pets and the people who love them? Animal Emergency & Specialty Center (AESC) in Chattanooga, TN, is seeking a compassionate, dependable, and detail-oriented Veterinary Client Service Representative (CSR) to join our emergency and specialty veterinary team! As the first point of contact for our clients, you'll play an essential role in providing a welcoming, supportive, and organized experience during some of the most stressful moments in a pet owner's life. You'll work closely with our veterinarians, veterinary technicians, and support staff to ensure exceptional client communication and patient care. If you thrive in a fast-paced environment, enjoy helping people and animals, and can remain calm under pressure, we'd love to hear from you! Schedule Weekday Evenings | Monday–Friday • Evening shift • Emergency and specialty veterinary hospital setting Some of the responsibilities you will own in this role: Client Relations & Communication • Greet clients and their pets with a compassionate, professional, and welcoming approach in a fast-paced veterinary emergency hospital. • Answer incoming phone calls, respond to client questions, and provide exceptional veterinary customer service. • Serve as a key liaison between clients, veterinarians, veterinary technicians, and referring primary care veterinarians (pDVMs). • Provide timely patient updates and communicate care information under the direction of the veterinary medical team. • Support clients with empathy and professionalism during stressful, emotional, and emergency situations. Financial Coordination & Client Education • Collect deposits and process payments for emergency veterinary services, procedures, and hospitalizations. • Clearly explain estimates, pricing, payment policies, and financial requirements to clients. • Educate clients about available third-party financing options, including CareCredit and Scratchpay. • Review charges and perform basic financial audits to help ensure accurate and complete invoices. Appointment Scheduling & Patient Flow • Schedule and coordinate emergency veterinary visits, specialty consultations, rechecks, and patient appointments. • Triage incoming calls and assist with coordinating urgent patient admissions under established hospital protocols. • Maintain accurate patient information and appointment details in the electronic medical record (EMR) system. • Coordinate patient flow, client visits, and communication between the front desk and clinical teams. Patient Intake & Medical Records • Complete and process patient intake forms, consent forms, treatment authorizations, and other medical documentation. • Obtain and accurately enter client and patient information into the hospital's EMR system. • Maintain organized, accurate, and up-to-date veterinary medical records. • Prepare documentation for specialty procedures, hospitalized patients, and emergency cases. Veterinary Hospital & Team Support • Maintain a clean, organized, and professional veterinary reception area and client lobby. • Collaborate with veterinarians, veterinary technicians, assistants, and other hospital staff to support efficient patient care and workflow. • Assist with escorting clients and patients to exam rooms and coordinating patient visitations. • Ensure clear and timely communication between the front desk and medical team. Emergency Veterinary Support • Remain calm, organized, and compassionate while assisting with emergency veterinary triage and patient intake. • Prioritize incoming calls, client needs, and administrative responsibilities in a busy emergency environment. • Prepare and manage documentation for emergency procedures, specialty services, and hospitalized patients. • Support the veterinary team during urgent situations while maintaining excellent client communication. Preferred Qualifications Skills & Qualifications • Previous experience as a veterinary receptionist, veterinary client service representative, veterinary assistant, or animal hospital receptionist preferred. • Experience in a veterinary emergency hospital, specialty hospital, or fast-paced veterinary clinic is a plus. • Strong verbal and written communication skills with a high level of empathy and emotional intelligence. • Ability to remain calm, professional, and organized during high-stress or emergency situations. • Excellent multitasking, problem-solving, and organizational skills. • Basic understanding of veterinary terminology, common medical conditions, and emergency presentations preferred. • Experience with veterinary practice management or EMR software; familiarity with Instinct or VIA is a plus. • Comfortable handling financial transactions and discussing treatment estimates, payments, and costs with clients. • Strong attention to detail and commitment to maintaining accurate medical and financial records. • Dependability and a collaborative, team-oriented attitude. Education & Physical Requirements • High school diploma or equivalent required. • Ability to stand and walk for extended periods throughout the shift. • Ability to assist with and safely handle patients weighing up to 40 lbs. when needed. • Ability to work effectively in a busy emergency and specialty veterinary hospital environment. Benefits • Paid time off • Health insurance • Dental Insurance • Vision insurance • Employee discounts • Flexible schedules • 401K with company match • Training and Career development