Hoffman Animal Hospital Client Service Representative

Established in 1992 in Annapolis MarylandHoffman Animal Hospitalis renowned for its level of care and culture of support. We are a practice of Fear Free Certified Professionals focused on small animal preventative care medicine dentistry and basic soft tissue Medical Director Dr. Carrie Muller launched her Message to Garcia program which provides free veterinary care to veteran support dogs and is highly engaged with the VetEvolve new graduate Support from the Start mentorship program making her an excellent mentor to new graduates. HAH welcomes any new graduates or experienced veterinary professionals who share a commitment to our core values and thrive in a fast-paced positive collaborative environment.

Position Summary:

The Client Service Representative (CSR) plays a vital role in creating a positive first andlasting impressionfor our clients and their pets. The CSRis responsible fordelivering exceptional service both in person and over the phone handling client interactions with professionalism empathy and care. This position supports the smooth operation of the hospital by managing client communicationsmaintainingaccuraterecords andassistingthe veterinary team in providing outstanding patient care.

PrimaryResponsibilities:

• Greet clients and patients warmly providing professional empathetic and attentive servicewhile answering in-person inquiries promptly.

• Complete patient check-in and check-out efficiently while serving as a liaison with hospital staff and communicating real-time patient status and flow changes.

• Maintain client communications via phone email and mail including follow-ups and thank-you messages.

• Scheduleconfirmand forward bookappointmentsroutingrequests appropriately; triage patients based on urgency.

• Communicate clearly about hospital services wellness care vaccinations diagnostics surgical aftercare and specialty packages.

• Handle sensitive situations (e.g. euthanasia test results payments) with tact and professionalism.

• Maintainaccuratepatient records request and attach prior records and ensure charges are captured.

• Complete cash reconciliation end-of-day financial tasks and bank deposits while accurately processing payments and refunds including transactions through Care Credit and credit card terminals.

• Fill veterinary prescriptions accurately and provide instructions to clients.

• Assistwith over-the-counter product sales andmaintaininventory.

• Support veterinarians technicians and Practice Manager with patient care and administrative tasks.

• Maintain a clean organized and safe hospital environment; follow safety and hygiene protocols.

• Participate in opening closing and weekend duties as assigned.

• Perform all other duties as assigned.

Qualifications:

• High school diploma or equivalent required.

• Previousexperience working with animals preferred; veterinary or animal care background strongly valued.

• Basic computerproficiency including the ability to use computer systems email practice management software Microsoft Office applications and basic scheduling tools.

• Accurate data entry andrecord-keepingskills.

• Able to perform basic math for cash handling billing and appointment management.

• Manual dexterityrequiredfor typing filing and handling patients or supplies.

• Strong written and verbal communication skills; able to communicate clearly with clients team members and veterinarians.

• Demonstrated ability to provide professional empathetic and client-focused service whilemaintainingcomposure in high-stress or emotionally challenging situations.

• Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.

• Comfortable sitting standing walking bending and kneeling for extended periods throughout the workday.

• Professional neat appearance consistent with hospital standards.

Hours:

• Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations

Compensation and Benefits:

• The expected compensation range for this role is $17 to $24 hourly depending on experience education and skill level.
• We offer a comprehensive benefits package that includes medical dental and vision addition employees are eligible to participate in our 401(k) retirement plan. Other benefits include paid time off paid holidays and access to employee assistance program.