Emergency Animal Hospital of Ellicott City - Client Service Representative

Who is VetEvolve?

VetEvolve is a network of veterinary practices built to support the people delivering care and the practices they lead. We combine clinical insight with operational strength to give our teams the support, tools, and structure they need to thrive, without losing what makes each practice unique. We are intentionally focused on growth, not as an end in itself, but as a way to strengthen our practices, expand access to care, and create more opportunities for our teams.

Guided by our values: Care First. Better Together. Grow Forward. Own It. We create an environment where veterinary professionals can do their best work, build meaningful careers, and deliver exceptional care. Growth with intention. Care without compromise.

Emergency Animal Hospital of Ellicott City is open 24/7/365 and we are seeking a full-time client service representative to join our team!!

EAH has proudly been serving our community for over 22 years, and we are excited to now be able to offer 24/7/365 care to our clients and their pets. We treat canine and feline patients on an emergency basis and see exotic species for both general practice and emergency care. We pride ourselves on our culture, with a high retention rate and a collaborative, supportive team. A passion for learning and teaching is another foundational value we seek and support in our hospital. Our doctors and support staff are team-oriented, positive, and dedicated to providing exceptional medical care.

The Client Service Representative (CSR) is a key point of contact for clients, serving as a liaison between pet owners and our medical team. This role ensures exceptional client communication, efficient check-in/check-out processes, payment collection, and overall smooth client interactions, all while maintaining a friendly and professional demeanor in a fast-paced, high-energy environment.

We are looking for someone who is professional, dependable, punctual, and passionate about caring for our patients. The ideal candidate will be a reliable, highly motivated team player possessing excellent written and oral communication skills. They will want to be an integral part of our practice as we continue growing and evolving as a hospital and team.

This is a full-time position, but a part-time team member will also be considered. Compensation for this role is $18-23 per hour based on experience, with opportunities for overtime. Double time and a half pay is offered for working during designated holidays. We offer flexible shift scheduling: Shifts are typically 8, 10 or 12 hours during the day or evenings. Weekend and holiday availability is also required. We offer a g enerous benefit package for full-time employees including health insurance, paid time off, scrub allowance, pet discount, and more (see below).

Responsibilities

Answer incoming phone calls and field client questions and concerns, transfer phone calls to the appropriate person, take accurate messages

Treat all clients and patients with professionalism, respect, and empathy

Check in new clients and patients, performing an initial triage on pets when they walk in the door

Facilitate communication between the medical team and clients

Process payments and finalize invoices for clients

File and update medical records per hospital requirements

Communicate with our referral partners as needed

Send medical records and diagnostics to a patient’s primary care veterinarian and referral hospitals

Provide clients with clear and helpful information to educate them about their pets

Maintain hospital cleanliness

Promote a positive client experience

Potential cross training as a veterinary assistant if desired

Other duties as assigned

Requirements

Our hospital is open nights and weekends so the right candidate should have weekend/evening availability and be willing to work holidays.

High School diploma or equivalent

Minimum of 2 years of experience working in the veterinary field as a CSR or veterinary assistant

Emergency experience is preferred

Excellent written and oral communication skills with clients and team members

Basic computer skills with proficiency in Microsoft Office and Outlook email

Lifting: Being able to lift and carry up to 50 pounds from the floor to waist level

Standing and walking: Being able to tolerate standing and walking for long periods of time

Manual dexterity: Ability to perform daily tasks involving desk work and technology

Physical stamina: Having the endurance to meet the physical demands of the job

Generous Benefits Package for Full-Time Employees:

Scrub Allowance: Eligible on 1st day

Paid Time Off

Health Insurance (medical, dental, vision): Single and Family, 1st of the month after 60 days of employment

Supplemental Insurance (e.g. life insurance, critical illness, etc.): 1st of the month after 60 days of employment

401k: 1st of the month following hire date (21 or older), match after 1 year

Other Benefits: Continuing Education, Training Opportunities, RVT Tuition Reimbursement, Employee Referral Bonus Program, Wellness Resources, Employee Pet Discount

Ready to Learn More?

We look forward to learning about your unique priorities and goals and working together with our local hospital teams to support you.