Weekend Overnight Veterinary Client Service Representative (CSR)

Weekend Overnights | Friday–Sunday

• Hours: 5:00 PM – 5:00 AM
• Three 12-hour overnight shifts per week
• Emergency and specialty veterinary hospital setting
• Weekend and overnight availability required

Some of the responsibilities you will own in this role:

• Welcome clients and their pets with compassion, professionalism, and empathy during emergency veterinary visits.
• Answer incoming calls, respond to client inquiries, and provide exceptional veterinary customer service.
• Serve as a liaison between clients, veterinarians, veterinary technicians, and referring primary care veterinarians (pDVMs).
• Communicate patient updates and care information under the direction of the veterinary medical team.
• Provide reassurance and emotional support to pet owners navigating stressful or unexpected medical emergencies.

• Collect deposits and process payments for emergency veterinary services, treatments, procedures, and hospitalizations.
• Explain treatment estimates, pricing, payment policies, and financial expectations clearly and professionally.
• Educate clients about third-party financing options, including CareCredit and Scratchpay.
• Review charges and assist with basic financial auditing to ensure accurate and complete invoices.

• Answer and appropriately prioritize incoming emergency calls following established hospital triage protocols.
• Coordinate urgent patient arrivals, emergency admissions, and specialty consultations.
• Complete patient registration, intake forms, consent documents, and treatment authorizations.
• Maintain accurate and detailed patient information in the electronic medical record (EMR) system.
• Assist with coordinating patient flow, client visitations, and communication between the reception and clinical teams.

• Maintain a clean, organized, and welcoming reception area and client lobby throughout overnight shifts.
• Collaborate closely with veterinarians, veterinary technicians, and support staff to ensure efficient hospital operations.
• Assist with escorting clients and patients to exam rooms as needed.
• Prepare and manage documentation for emergency procedures, specialty services, and hospitalized patients.
• Balance incoming calls, client needs, financial transactions, and administrative responsibilities in a busy emergency environment.
• Remain calm, organized, and adaptable when responding to unexpected or time-sensitive situations.

Preferred Qualifications

• Previous experience as a veterinary receptionist, veterinary client service representative, animal hospital receptionist, or veterinary assistant preferred.
• Experience in an emergency veterinary hospital, specialty veterinary practice, or fast-paced animal hospital is a plus.
• Exceptional communication and customer service skills with a high level of empathy and emotional intelligence.
• Ability to remain calm, professional, and compassionate when assisting clients during stressful or emotional situations.
• Strong multitasking, organizational, problem-solving, and time-management skills.
• Basic understanding of veterinary terminology, medical conditions, and emergency presentations preferred.
• Experience with veterinary practice management software or electronic medical records; familiarity with Instinct or VIA is a plus.
• Comfortable handling financial transactions and discussing treatment estimates and payment options with clients.
• Strong attention to detail and commitment to accurate recordkeeping.
• Reliable, team-oriented, and comfortable working independently during overnight hours.
• Ability to consistently work Friday, Saturday, and Sunday overnight shifts.

Education & Physical Requirements

• High school diploma or equivalent required.
• Ability to stand and walk for extended periods throughout the shift.
• Ability to assist with safely handling pets weighing up to 40 lbs. when needed.
• Ability to work effectively in a fast-paced emergency and specialty veterinary hospital environment.

Benefits

• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Employee discounts
• Flexible schedules
• 401(k) with company match
• Training and career development opportunities