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VCA Client Service Representative in Walnut Creek, California

Company Info: VCA Animal Hospitals operates more than 1,000 small animal veterinary hospitals in the U.S., Canada and Japan. The hospitals are staffed by more than 4,500 fully qualified, dedicated and compassionate veterinarians to give pets the very best in medical care, of which over 600 are board certified specialists who are experts in areas such as oncology, cardiology, emergency and critical care, and surgery for animals. VCA Animal Hospitals provides a full range of general practice services to keep pets well and specialized treatments when pets are ill. As part of the Mars Veterinary Health family of brands, VCA is committed to its purpose—A BETTER WORLD FOR PETS®.

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Encina Veterinary Hospital has been providing extraordinary pet care for the Walnut Creek and surrounding East Bay areas since 1977. We pride ourselves on the exceptional client and pet care we provide to our four-legged friends and their parents each and every day. As a leader in pet health care, Encina Veterinary Hospital is equipped with state-of-the-art diagnostic equipment similar to those found in many human hospitals. Some of our services include: wellness exams, vaccinations, advanced surgery including laparoscopic procedures, dentistry, senior care, 24 hour ICU and emergency care, and advanced diagnostics such as ultrasonography, endoscopy, radiology (x-rays), CT scan, and an in-house laboratory.

JOB TITLE: Client Service Representative (CSR)

Direct Supervisor: Department Leader

Direct Reports: None

Job Status: Non-Exempt


The job of a CSR is an essential part of the team at VCA Encina Veterinary Medical Center in Walnut Creek, Ca. They are relied upon heavily to provide outstanding client care.


Core duties and responsibilities include the following. Other duties may be assigned.

  • Client Service Duties

  • Recognize emergency situations and bring patient immediately to the treatment room.

  • Maintain a clean work space, quickly picking up after yourself once your task is completed. Work space includes front lobby, bathrooms, coffee area, reception area, and phone room.

  • Have the ability to manage software system including scheduling appointments, recording medical record notes, entering new patients and clients into the hospital database, and checking clients in and out.

  • Alert appropriate staff upon patient arrival.

  • Must have basic medical knowledge and terminology.

  • Must be familiar with the doctors and their specialties and have the ability to communicate this with clients.

  • Accurately schedule appointments based on the needs of the client/patient.

  • Manage a multi-line phone system. Calls must be answered and directed to the correct party accurately and professionally.

  • Confirm scheduled appointments with clients as needed.

  • Request records from referring hospitals.

  • Greet clients warmly upon arrival.

  • Manage waiting clients. Alert appropriate team member if a client has been waiting for an extended period of time.

  • Process payments accurately with credit card, cash, and care credit.

  • Perform opening or closing duties/responsibilities as needed.

  • Maintain electronic fax folder and link records/lab work to the appropriate client/patient account. Communicate with doctors as needed.

  • Conduct

  • Team members are expected to lead by example.

  • Mentor and guide employees in training as directed by management team.

  • Communicate respectfully and calmly in all situations.

  • Provide compassionate care for all clients.

  • Alert members of management team to any concerns.

  • Physical

  • Ability to lift over 20lbs.

  • Ability to kneel, bend, squat and stand for long periods of time as needed.

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 employees 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).

VCA began in 1986 as a privately owned company with one animal hospital. Today, we are the largest family of animal care providers nationwide. Despite unprecedented growth, VCA has never abandoned its devotion to compassionate, comprehensive pet care. Take a look at our open positions throughout the U.S. and Canada! We’re always looking for top notch talent to join the VCA family!