Client Service Representative

Job Type: Full-time, Permanent

Work Location: In person

Compensation: From $18.50 per hour, based on experience, qualifications, and internal wage structure

Posting Status: This posting is for an existing vacancy.

AI Disclosure: The Hospital does not use artificial intelligence to screen, assess, or select applicants for this position.

Schedule: 4-on/4-off rotation. Scheduled shifts may fall between 7:30 a.m. and 6:00 p.m., including weekends.

Position Summary

This role supports safe, organized, and professional hospital operations by managing client communication, appointment flow, patient check-in and check-out, documentation, payment processing, and accurate routing of client requests.

The CSR works in a regulated veterinary setting where accuracy, confidentiality, documentation, teamwork, and adherence to Hospital protocols are essential. The successful candidate must be able to communicate professionally, follow established workflows, remain composed in a rapid-paced environment, and support patient care by ensuring information is accurate and properly documented.

Duties and Responsibilities The main duties and responsibilities of the Client Service Representative include, but are not limited to:

- Greet clients professionally in person and by telephone.
- Check clients and patients in and out for appointments.
- Set up new client and patient profiles in the practice-management system.
- Prepare and maintain physical and electronic patient records.
- Create, update, and verify client, patient, and account information accurately.
- Document client communications, messages, updates, and relevant interactions in the appropriate record.
- Schedule, confirm,



and manage appointments according to Hospital booking standards.
- Answer telephone calls, gather relevant information, identify urgent concerns using Hospital protocols, and route medical questions or patient concerns to the appropriate veterinary team member.
- Record and relay messages accurately and promptly.
- Assist with prescription workflows, including receiving refill requests, preparing labels or invoices, processing approved medication pick-ups, and routing prescription questions to the appropriate veterinary team member in accordance with Hospital protocols.
- Process payment transactions accurately.
- Prepare exam rooms for appointments and help maintain organized client and patient flow.
- Respond to client concerns in a courteous, calm, and effective manner, escalating concerns when appropriate.
- Communicate with veterinarians, technicians, assistants, management, and other clinic staff regarding patient care and hospital workflow.
- Follow Hospital SOPs, communication standards, documentation requirements, and workflow protocols.
- Maintain confidentiality of client, patient, staff, and Hospital information.
- Learn and use veterinary practice-management software, communication tools, payment systems, and updated workflows.
- Attend mandatory meetings, training sessions, and seminars.
- Perform clerical duties such as filing, scanning, sorting,



and organizing records or documents.
- Perform other related duties as assigned.

Skills and Qualifications

Required

- High school diploma or equivalent.
- Strong verbal and written communication skills.
- Strong organizational skills and attention to detail.
- Ability to remain professional, courteous, and composed in a fast-paced environment.
- Ability to follow written procedures, workflows, and instructions consistently.
- Ability to work collaboratively with doctors, technicians, assistants, CSRs, and management.
- Demonstrated reliability, punctuality, and ability to maintain regular attendance in a scheduled team-based environment.
- Availability to work scheduled shifts between 7:30 a.m. and 6:00 p.m., including weekends, on a 4-on/4-off rotation.

Preferred

- At least one year of receptionist, administrative, call-centre, healthcare, veterinary, or client-service experience.
- Previous experience using practice-management software, scheduling systems, payment systems, or electronic records.
- Previous experience in a veterinary, medical, healthcare, or high-volume client-service environment.
- Comfort learning new software, adapting to workflow changes, and participating in ongoing training.

Benefits

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Staff Pet Benefits

We appreciate all applications. Only applicants selected for an interview will be contacted. Pay: $18.50-$19.50 per hour

Benefits

- Company events
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off

Work Location: In person

📌 Client Service Representative (Thunder Bay)
🏢 Northwestern Veterinary Hospital
📍 Thunder Bay