Client Service Representative

VCA West Seattle Veterinary Hospital is a long established, AAHA-accredited, multi-doctor small animal practice in West Seattle. Our hospital is in a setting surrounded by water and mountains with big city amenities and a small town feel. Salary is between $22 - $23 depending on experience. VCA West Seattle is an AAHA-accredited, small animal practice situated in west Seattle, Washington. We are currently seeking a Veterinary Receptionist to join our team. This is an exceptional full-time opportunity for an organized, motivated, and empathetic individual to join us in a very important support role for the enitre hospital. In this role, you will help our clients and their pets feel welcomed and appreciated The ideal candidate should understand the importance of strong work ethics, dependability, teamwork, attention to detail, and strong communication skills. Our practice has a high paced atmosphere that provides exceptional client service, patient care, and education. We love pets and work together as a team to provide the best care for all our patients. At our hospital, we enjoy what we do and the wonderful team we work with and we are looking for a candidate that shares these same values. _Job Summary:_ Meet and greet clients and their pets. Coordinate and represent all facets of client services. To serve as a good will ambassador for the hospital. _Knowledge, Skills and Abilities:_ u2022 Excellent client service skills. u2022 Excellent phone skills. u2022 Computer skills preferred. u2022 Must be friendly, outgoing, u201cpeople-oriented.u201d u2022 Excellent communication skills. u2022 Ability to work in a team oriented environment. u2022 Well groomed, organized and detail oriented. u2022 Ability to take direction. u2022 Ability to handle money accurately and honestly. u2022 Must possess sound decision making skills and multi-task while working in an environment of stress. _Education and Experience:_ u2022 High School Diploma. u2022 Must have experience working with the public, i.e. restaurant, retail or service business. u2022 Experience in a veterinary hospital or other doctoru2019s office is a plus. _Authority:_ u2022 Scheduling appointments. u2022 Effective determination and scheduling of emergencies. u2022 Authority to delay disputed charges until further reviewed by supervisor. u2022 Authority to resolve client service issues within established guidelines. _Physical Requirements:_ u2022 Dependable attendance is required. u2022 Any allergies to animals must be controllable through medication. u2022 Must be able to lift 40 pounds. u2022 Must be willing to work long or irregular hours under pressure conditions. u2022 This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day. u2022 Visual acuity sufficient to maintain accurate records, recognizes people and understands written directions. u2022 Ability to speak and hear sufficiently to understand, give information in person and over the telephone. u2022 Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc. _Duties:_ The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job functions and Job Responsibility include: 1. Client Service 2. Answer Telephones and Make Appointments 3. Maintain Charts and Computer Records 4. Pharmacy and Retail Sales 5. Marketing Implementation 6. Maintenance/Housekeeping 7. Financial Responsibilities _Client Service:_ u2022 Agrees to practice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job duties. u2022 Demonstrate excellent relations with clients/pets in waiting and/or exam rooms: - Ensure that clients and pets feel welcome and comfortable. - Serve as u201cAmbassadorsu201d - creating and maintaining goodwill for the hospital. - Build rapport with clients. - Immediately greet clients and pets by name. - Quickly understand client needs and initiate the process of meeting those needs. - Help new clients completely fill out the registration form. Inform new clients about services, etc. that your hospital offers. - If there is a delay, i.e., the doctor is behind schedule, keep clients informed of expected waiting time. - Know enough about general animal husbandry and pet care to be able to educate clients and to answer non-medical questions that the client may have or to inform them of things their pet may need: - General dietary requirements and feeding schedules. - Vaccines. - Dental care instructions. - Routine laboratory tests (i.e. stool exams, heartworm tests, urinalysis, leukemia tests, etc.). - Heartworm preventatives. - Housebreaking techniques. - General flea and tick control. Generate, present and explain fee estimates for treatment/surgery to clients. u2022 Handles client complaints with concern and diplomacy. u2022 Accurately communicates medical/surgical information to clients. u2022 Send client cards and letters, i.e., thank you notes, sympathy cards, welcome cards, as directed by management team. u2022 Prepare, distribute and explain client education materials. _Answer Telephones and Make Appointments:_ u2022 Exhibit a u201ccome in nowu201d attitude towards clients and patients. u2022 Answers telephone promptly. u2022 Encourage the client to make an appointment if the pet has any problem that is concerning to either the client or you. u2022 Schedule appointments and other patient visits in appointment book, including re-check appointments, surgeries, and drop offs. u2022 Reschedule any missed appointments. u2022 Understand and use excellent telephone etiquette. u2022 Call clients to confirm appointments, remind of missed appointments and laboratory results as well as callbacks for procedures performed. u2022 Refuse to diagnose pet health care problems over the telephone. _Maintain Charts and Computer Records:_ u2022 Keep charts and computer records updated with current client and patient information, i.e. address or telephone number and/or vaccine due dates, other reminders, age, etc. u2022 Prepare charts for new clients and/patients. u2022 Prepare charts for patients prior to appointment including all necessary forms, authorizations, and instructions as necessary. u2022 Handwriting must be neat and legible. u2022 Open an order or start an invoice as each client enters the hospital. Recommend any needed service, i.e. vaccinations, heartworm testing, etc. u2022 Calculate clientu2019s invoice and collect payment. u2022 File charts in appropriate areas as needed. u2022 Do routine computer reports and backups. _Pharmacy and Retail Sales:_ u2022 Understand the benefits of the retail products we offer and how they are used. Must be able to promote them to our clients. - Dietary products. - Flea products and shampoos. u2022 Fill prescriptions and dispense medications as directed by a veterinarian. u2022 Explain prescription directions to clients. _Marketing Implementation:_ u2022 Understand, participate, promote and support planned VCA marketing events and programs. u2022 Present marketing promotions to clients in a professional manner. _Housekeeping/Maintenance:_ u2022 Verify that the front desk, reception area, waiting areas, and exam rooms are neat and clean at all time. u2022 Periodically check the outside of the hospital for feces, urine, etc. and keep clean and neat. Also examine glass doors and windows for smudges and clean when necessary. u2022 Keep the client refreshment area in the hospital stocked, operational, neat and clean at all times. u2022 Keep your appearance always clean and neat. u2022 Wear your nametag and a clean, pressed uniform at all times. u2022 Endeavor to keep the waiting area reading and educational materials current and orderly. u2022 Keep office plants watered as needed. _Financial Responsibilities:_ u2022 Verify that all provided services and/or products have been accurately entered in the computer on the clientu2019s order/invoice and under the correct employee number. u2022 Collect deposits and payments for services at the time they are rendered. - Clients should pay their bill before they leave the hospital. - Follow appropriate protocol, i.e., credit applications, promissory notes and approval by veterinarian, in cases where clients cannot pay their balance at the time of dismissal. u2022 Print receipt and give to client for each visit. u2022 Balance the cash drawer with the computer summary report accurately. u2022 Prepare deposit slips and/or cash balancing worksheet for the daily bank deposit as directed by the Hospital/Office Manager. u2022 Keep cash/checks, etc. secure at all times. If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs. Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development) We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at

Created: 2025-10-04