Job Description
Job Description
Job Description
Description
At Animal Emergency & Specialty Center of Knoxville , we provide high-quality emergency and specialty care to pets, with a focus on compassion and client-centered service. Our team works 24/7 to offer urgent, specialty, and critical care in a fast-paced, high-energy environment.
We are seeking an experienced Weekend Client Service Representative to join our team. As the first point of contact during weekend shifts, you will play a vital role in ensuring clients feel supported during emergencies. Your responsibilities include providing compassionate service, managing client communications, processing payments, and assisting with urgent visits. The ideal candidate will remain calm under pressure, communicate effectively, and prioritize tasks. Previous experience in veterinary client service or a clinical setting is preferred.
Key Responsibilities
Client Interaction & Engagement:
- Serve as the primary point of contact for clients seeking emergency or specialty care for their pets, addressing inquiries, concerns, and requests with empathy, professionalism , and a client-focused attitude .
- Efficiently manage client check-ins and check-outs , ensuring all information is accurately recorded and financial transactions are processed.
- Provide timely updates to clients on their pet’s status, treatment plans, and next steps, working closely with the veterinary staff to ensure clear and accurate communication.
- Maintain a calm and compassionate demeanor even in stressful situations, providing reassurance to clients during emergencies.
Point of Sale & Financial Transactions:
- Process point-of-sale transactions accurately, including billing, payments, and handling of financial records. Ensure all transactions are documented correctly and in a timely manner.
- Verify and process pet insurance claims , including obtaining and confirming insurance details, helping clients with claim submission, and answering any insurance-related questions.
- Handle payment collections for services rendered, including credit card payments , cash, and any financing options or payment plans .
- Maintain proper financial documentation and ensure all charges are correctly invoiced.
Client Education & Support:
- Educate clients on emergency procedures, treatment options, post-care instructions, and preventive care recommendations, ensuring clear understanding for successful follow-through.
- Assist clients in navigating follow-up appointments, medication administration, and aftercare instructions to help improve patient outcomes.
- Address and resolve any client concerns or complaints in a timely manner, escalating issues to management when necessary.
- Assist in providing information regarding common procedures, diagnostic tests , and treatment plans to help clients make informed decisions about their pets' care.
Operational Duties:
- Maintain an organized and efficient reception area , ensuring that all client records and paperwork are handled with confidentiality and accuracy .
- Assist in the preparation and maintenance of medical records , ensuring that all interactions and updates are documented correctly in the system.
- Coordinate and communicate effectively with the veterinary team to ensure timely and efficient patient care , relaying critical information from clients to veterinary staff and vice versa.
Emergency & Specialty Care Coordination:
- Facilitate communication between clients and the veterinary team during emergency situations, ensuring that critical information is relayed promptly and accurately.
- Assist with the coordination of specialty consultations and referrals, providing clients with the necessary information about procedures, costs, and next steps.
- Work with veterinarians and technicians to help ensure that urgent cases are managed with the appropriate level of care and urgency.
Skills, Knowledge & Expertise to be Successful
- Excellent interpersonal skills , with the ability to remain professional and compassionate in high-stress situations.
- Proficiency in point-of-sale (POS) systems and managing financial transactions accurately.
- Strong organizational skills, with a keen eye for detail , ensuring accuracy in medical records and client information.
- Ability to multitask and prioritize in a fast-paced environment, ensuring all duties are completed in a timely manner.
- Strong verbal and written communication skills with the ability to explain complex procedures and medical terms to clients in an easy-to-understand manner.
Education & Certification:
- High school diploma or equivalent required; Associate’s degree or higher in a related field (e.g., business, healthcare) is a plus.
- Veterinary Assistant Certification (or similar certification) is a plus, but not required.
Personal Attributes:
- Compassionate, client-focused , and motivated by a genuine passion for animal care .
- Ability to work both independently and as part of a collaborative team , especially under pressure during weekend shifts.
- Adaptable and flexible , able to handle shifting priorities in a dynamic environment .
- Strong problem-solving skills and the ability to address client concerns with professionalism and diplomacy.
What We Offer
- Competitive hourly wage based on experience.
- Opportunities for professional development , including continuing education and training in veterinary medicine and client care.
- Employee discounts on veterinary services, products, and treatments for your pets.
- Supportive work environment focused on fostering a team-oriented culture, professional growth, and work-life balance.
Job Tags
Hourly pay, Flexible hours, Shift work,