Veterinary ER Client Service Supervisor

WHO WE ARE: Emergency Veterinary Care Centers (EVCC) is a rapidly growing group of emergency veterinary hospitals with 5 locations across the Midwest. Our mission is to continue to expand into and support communities who need us the most—where pet owners don’t have access to 24/7 vet care.  

We believe in providing exceptional, around-the-clock care—because emergencies don’t just happen between 9-5. 

WHAT LIFE IS LIKE AT EVCC: At EVCC, we genuinely care about whoever walks through our door, whether it be a sick pet, their parent, or one of our own team members.  

We’re a veterinarian-led company that truly values the perspectives and leadership of our DVMs. Started by 36 area general practice veterinarians—the majority of whom remain involved with EVCC today—we’re proud of the collaborative environment that exists in all our locations.  

Because let’s face it; while emergency veterinary care is an exciting and fulfilling field, it’s not easy. That’s why we take extra special care of our team members through continuing education opportunities, promotion possibilities, and a supportive work environment you can be proud of. 

REPORTS TO: Hospital Manager 

WHO WE’RE LOOKING FOR: As a Client Service Representative (CSR) at EVCC [LOCATION], you: 

• are positive and approachable 
• are a team player 
• have excellent communication and multi-tasking skills 
• are excited about a fast-paced environment 
• possess a desire to learn and grow 

Whether you are new to veterinary medicine or have experience in the field, our CSRs are the backbone of our EVCC team. If you love animals and have previous CSR experience, this is a great opportunity to build a long-term career in veterinary medicine! 

RESPONSIBILITIES – Client Service Representative

• Anticipate client needs and provide empathetic, timely service 
• Communicate clearly and compassionately with clients and the clinical team 
• Greet clients and help to ensure they are seen by a doctor promptly 
• Assist clients with understanding and navigating financial options 
• Support smooth workflow and case progression through strong teamwork 
• Coordinate with referring veterinarians and expedite medical records 
• Accurately input client/patient information and process payments 
• Keep the front desk area clean, organized, and welcoming 
• Ensure clients leave with a positive experience and all necessary information 

RESPONSIBILITIES – Supervisory

• Serve as primary leader to successfully onboard and facilitate functional training for all new Client Service Representatives
• Provide continuous evaluation of performance of Client Service Representatives in conjunction with Hospital Manager
• Assist with the sourcing, recruiting, and interview process of all prospective Client Service Representatives
• Oversee the Client Service schedule to include monthly submissions, identifying and correcting coverage gaps, schedule optimizations
• Run all Client Service department meetings in consultation with the Hospital Manager
• Provide all pertinent information, updates, and continuous improvement opportunities to clinical teams, DVMs, and hospital leadership team
• Perform regular client service, hospitality, and communication-based trainings for Client Service team and cross-departmentally
• Serve as primary point of contact for all client review concerns in conjunction with the Hospital Manager and Medical Director
• Perform Accounts Receivable, End of Day, and Vet Billing audits and reconciliations in conjunction with Hospital Manager and Client Service team
• Perform regular quality assurance checks on client experience focus areas such as phone calls, check-in/check-out, client communication/status updates, etc.

QUALIFICATIONS: 

• 2+ years of experience in Client service role 
• Lead role or Supervisory role experience preferred
• Previous experience in veterinary medicine a bonus, but by no means required 
• Advanced proficiency in computer programs and practice management software 
• Ability to remain calm and compassionate in high-stress situations 
• Highly organized with strong attention to detail and multitasking skills 
• Team player with a flexible, can-do attitude 
• Able to work evenings, weekends, and holidays as needed 

COMPENSATION + SUPPORT: 

• Competitive compensation package, based on industry benchmarks and experience  
• Healthcare benefits starting on day 1 of employment!  
• Comprehensive vision and dental plans  
• 401k with 4% company match  
• Short-term and long-term disability and life insurance  
• High technician-to-DVM ratio 
• The latest equipment and technology, so that you can do your job without constraints 
• Competitive CE allowance. We want to help you grow in your career! 
• Veterinary care discounts for your pets  
• Flexible scheduling to allow for the ultimate work-life balance  
• Referral rewards. Tell your friends why they should come to work for EVCC, too! 
• Ultimate growth potential  

If you're passionate about veterinary medicine and are looking for a vibrant, growth-oriented culture, EVCC is the perfect fit for you. We invite you to learn more about us at evcc.com. You can either submit an application or contact our recruiting team at opportunities@evcc.com.