Client Service Representative, Internal Medicine
$20 - $25/hr. | Red Bank Veterinary Hospital | Red Bank, NJ
Looking for an opportunity where you can make a difference for pets and their families?
If you're an organized, passionate, customer service-oriented person looking to utilize your skills in a cutting-edge specialty environment, Red Bank Veterinary Hospital offers the opportunity to work in a new, 100,000+ sq. ft. state-of-the-art hospital designed for advanced specialty and emergency care. With MRI, CT, PET scanning, 12 surgical suites, a dedicated ER, and expanded training spaces, RBVH combines innovative medicine with compassionate care for pets, clients, and team members alike.
Compensation:
$20 - $25/hr . based on experience
Full-Time Benefits Include:
Medical, Dental, and Vision
401(k)
Employee Assistance Program (EAP)
Uniform Allowance
Paid Time Off: Sick Days
Vacation Days
Bereavement Leave
Disability & Life Insurance
Employee Pet Discount
Schedule:
Full Time Schedule: TBD
Job Description:
Specialty CSR of Internal Medicine serves as the primary communication, scheduling, and workflow coordination hub for Internal Medicine Services while leveraging advanced veterinary knowledge and established departmental guidelines. This role serves as a central point of coordination for clients and referring veterinarians, overseeing appointment scheduling, referral management, communication triage and escalation, protocol-based follow-up, and continuity of care.
This role manages client and referring veterinarian communications, appointment access and scheduling workflows, referral coordination, communication screening and escalation, protocol-based callbacks, and continuity of care.
The Specialty CSR of Internal Medicine independently manages routine communications and approved follow-up activities while identifying and escalating issues requiring clinical intervention to the appropriate technician or veterinarian. This position does not provide direct patient care or perform hands-on animal handling responsibilities. The role is designed to improve communication efficiency, enhance client experience, strengthen referral relationships, and allow technicians and veterinarians to focus on patient care activities
Responsibilities:
Clinical Communication & Client Support
Manage voicemail, email inbox, and communication platforms.
Return client communications promptly and professionally.
Serve as the primary communication liaison between clients, doctors, technicians, and referring veterinarians.
Communicate approved non-clinical information including scheduling updates, appointment recommendations, procedural preparation instructions, and follow-up requirements.
Manage and complete client callbacks that do not require direct veterinarian involvement, utilizing established department protocols and approved communication guidelines.
Communicate medication instructions, procedural preparation information, and follow-up recommendations as directed by the veterinarian and in accordance with department protocols.
Answer client questions regarding diagnostics, medications, procedures, and follow-up care utilizing approved guidelines and escalation pathways.
Provide approved educational materials, hospital resources, and support client understanding of processes and next steps.
Assist with service recovery and resolution of client concerns.
Maintain exceptional client service standards.
Clinical Triage & Escalation
Screen and prioritize incoming client communications utilizing established department protocols.
Identify communications requiring same-day review and escalate urgent concerns appropriately.
Recognize clinical red flags and abnormal findings requiring escalation to the Specialty team.
Handle routine communications independently while escalating complex medical questions, treatment recommendations, or clinical concerns to the appropriate technician or veterinarian.
Document all communication screening, escalation activities,…