Client Care Representative PLEASE NOTE: There is not a current opening for this position. We are looking to start the ideal candidate in March or April 2027. Ascentra is founded on the principle that every pet deserves a comfortable mouth, free of pain and infection. Our mission is to provide routine and specialty veterinary dental care to improve the quality of life for the pets and families we serve. Veterinary dentistry and oral surgery is our sole focus, along with Transcend Veterinary CE courses in veterinary dentistry. Our newly constructed hospital and teaching facility has been designed to provide safe, efficient, high quality veterinary care. Role Description Job Summary: The Client Service Representative at our hospital and teaching facility plays a critical role in providing exceptional customer service and supporting the daily operations of the practice. This position serves as the first point of contact for referring clinics, clients and visitors, ensuring a positive and welcoming experience. Primary responsibilities will include managing client interactions, triaging cases and processing referrals, handling financial transactions, and providing exceptional customer service.

Key Responsibilities

- Greet and welcome clients and their pets in a friendly and professional manner.
- Answer and direct incoming phone calls, providing information to clients or transferring calls to appropriate staff members.
- Schedule and confirm referral appointments ensuring cases are triaged based on case complexity and urgency
- Maintain accurate and up-to-date patient records in the hospital's management system.
- Provide referring hospitals and clients with information about hospital policies, services, and procedures.
- Assist with the preparation and processing of medical records, referrals, and reports.




- Coordinate communication between clients and veterinary staff to ensure timely and effective care.
- Handle email and other digital communications as required.
- Ensure the reception area is clean, organized, and stocked with necessary materials.
- Assist with administrative tasks such as filing, faxing, and data entry.
- Work closely with veterinarians, technicians, and other hospital staff to support patient care and hospital operations.
- Perform other duties as assigned to ensure the smooth running of the hospital.
- Assist with hospital maintenance and cleaning (vacuuming, mopping, cleaning washrooms, keeping lobby clear, etc)

Qualifications:

- High school diploma or equivalent; additional education or certifications in the veterinary field are preferred
- 3+ years prior experience in a veterinary setting. Referral setting experience is a plus.
- Strong customer service and communication skills, with a friendly and approachable demeanor
- Ability to multitask and handle a high volume of phone calls and clients in a busy workplace.
- Basic computer skills and familiarity with office equipment (e.g., phone systems, fax machines, printers).
- Detail-oriented and able to maintain accurate records.
- Compassionate and empathetic attitude towards animals and their owners.
- Ability to maintain professionalism and composure in stressful situations.
- Flexibility and willingness to assist in various tasks as needed. Physical

Requirements:

- Ability to sit or stand for extended periods of time.
- Occasional lifting of office supplies or pet-related materials (up to 20 lbs).
- Ability to interact with pets and clients in a comfortable and safe manner.

Job Type
Full-time Pay: From $25.00 per hour

Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Paid time off Work

Location:
In person

📌 Client Care Specialist (Newmarket)
🏢 Ascentra Veterinary Dentistry and Oral Surgery
📍 Newmarket