Senior Client Services Representative

Location: Insight Veterinary Wellness Centre,  Northern California
Employment Type: Full-time
Schedule: 5 days per week (flexibility required, including some weekends and evenings to support a 24/7 hospital)

About VetnCare

VetnCare is a growing community of veterinary hospitals across Northern California, built on a simple idea: next-level care, next door. We partner with strong local practices and support them with shared infrastructure, operational support, and clinical collaboration—while preserving the heart of each hospital and the relationships that make them special.

At Insight Veterinary Wellness Centre, we operate a busy 24/7 emergency and general practice hospital, providing care to pets and support to families at all hours. Our Client Services team plays a critical role in ensuring every client interaction is calm, professional, and compassionate—especially during stressful or urgent situations.

Role Summary

The Senior Client Services Representative is a hands-on leader responsible for overseeing the front desk and Client Services team in a fast-paced, 24/7 hospital environment.

This role requires someone who is both a high-functioning client services representative and an effective team leader—able to step in during busy periods, support the team in real time, and ensure a consistently high standard of client communication and service.

You will lead the development of the client services team, improve workflows, and elevate the overall client journey from first phone call to discharge, ensuring a compassionate and efficient experience for pet owners.

Core Responsibilities

Front Desk Operations 

• Answering incoming calls and assisting clients with scheduling, inquiries, and emergency triage communication
• Greeting clients and checking in patients in a professional and compassionate manner
• Managing appointment scheduling and coordinating with the clinical team
• Processing payments, invoices, and client estimates
• Supporting discharge and checkout processes
• Assisting with high client volumes during busy periods
• Modelling excellent communication and service standards for the client services team

Client Service Team Leadership

• Lead, support, and develop the client services team across shifts in a high-volume 24/7 hospital
• Set clear expectations for service standards, professionalism, and teamwork
• Provide real-time guidance during busy periods and support the team with difficult client situations
• Ensure consistent coverage and coordination across day, evening, and weekend shifts
• Act as the primary escalation point for client service concerns

Training & Development

• Own onboarding and training for new team colleagues, including:
• • Phone handling and triage communication
  • Scheduling and workflow coordination
  • Client communication and service recovery
  • Payment processing and financial conversations
  • PIMS training
• Provide ongoing coaching and performance feedback
• Identify development opportunities and support the growth of the team
• Maintain training materials and SOPs to ensure consistency across shifts

Client Journey & Experience

• Lead initiatives to enhance the end-to-end client experience, including:
• • Phone interactions and appointment booking
  • Emergency intake and expectation-setting
  • Wait-time communication and updates
  • Checkout and discharge processes
• Manage client concerns and complaints professionally and empathetically
• Monitor client feedback and identify opportunities to improve service standards

Operational Excellence

• Support efficient patient flow through effective scheduling and communication with clinical teams
• Ensure accuracy and consistency in:
• • Client records and communication
  • Estimates, invoicing, and payment collection
  • Appointment management
• Identify workflow improvements that help the front desk run smoothly in a busy environment
• Work closely with hospital leadership to support operational performance and team culture

Experience & Profile

Required

• 3+ years of client service experience, ideally in a veterinary or healthcare environment
• Demonstrated ability to lead and develop a team
• Strong experience working as a high-performing Client Services Representative in a fast-paced environment
• Comfortable managing high client volumes and emotionally charged situations
• Strong communication and problem-solving skills
• Highly organized with the ability to manage competing priorities

Preferred

• Veterinary hospital experience (especially emergency or urgent care settings)
• Previous experience as a Lead Client Service Representative, Client Service Supervisor, or Front Desk Manager
• Experience implementing training, service standards, or workflow improvements
• Familiarity with veterinary practice management software

Personal Attributes

• Calm and composed under pressure
• Natural leader who supports and motivates teams
• Empathetic communicator with strong emotional intelligence
• Detail-oriented and highly reliable
• Passionate about delivering an exceptional client experience

Why This Role Matters

In a 24/7 emergency hospital, the Client Services team is often the first and last interaction a pet owner has with our hospital. The Client Services Lead ensures that every client feels supported, informed, and cared for—while helping the hospital operate smoothly during even the busiest shifts.

Compensation - $28-30 per hour

Benefits

• 401(k) with 100% company match up to 4%
• Generous discounts on care for multiple pets
• Comprehensive medical (virtual care included), dental, and vision insurance to support your health while you care for theirs
• Health and Dependent Care FSA/HSA accounts to maximize your tax savings and healthcare flexibility
• Employer-paid life and AD&D insurance to protect what matters most
• Short-term and long-term disability coverage to protect your income if life throws you a curveball.
• Comprehensive Employee Assistance Program providing free mental health counseling, legal and financial consultations, and family support services available 24/7 for you and your loved ones.
• Paid time off, sick leave, and paid holidays to support your work-life balance
• Consistent growth opportunities to advance your career
• Annual engagement surveys so your voice shapes our workplace culture and policies