Veterinary Client Experience Representative

Responsibilities

Client Arrival and Check-In

• Greet surgical clients and patients warmly upon arrival, creating a welcoming and reassuring experience.
• Complete accurate check-in processes, including verifying client and patient information, confirming procedure details, and notifying the surgical team of patient arrival.
• Communicate pre-operative instructions and surgical timelines clearly and professionally.
• Answer incoming phone calls promptly and professionally, routing calls, taking messages, and assisting with surgery-related inquiries within scope.
• Maintain an organized and professional front desk environment throughout the shift.

Financial Transactions and Billing

• Present surgical estimates clearly and compassionately, ensuring clients understand charges associated with their pet's care.
• Process deposits and payments accurately using approved payment methods, including credit, debit, CareCredit, and payment plans.
• Reconcile end-of-shift transactions and report discrepancies to the supervisor or manager.
• Provide clients with information about payment options and direct complex financial questions to the Financial Liaison or supervisor.
• Maintain accurate client account information within the practice management system.

Discharge and Follow-Up

• Coordinate patient discharge by ensuring all paperwork, prescriptions, and discharge instructions are complete and clearly communicated.
• Schedule surgical consultations, recheck appointments, and follow-up visits as directed by the clinical team.
• Reinforce post-operative care instructions in plain, accessible language to ensure clients understand home care expectations, medication schedules, and recovery guidelines.
• Send appointment reminders and follow-up communications as directed.
• Document all client interactions and transactions accurately in ezyVet or other designated systems.

Requirements

• Minimum one year of experience in a client-facing, customer service, or reception role in a professional environment.
• Strong interpersonal and verbal communication skills with a warm and professional demeanor.
• Ability to manage multiple tasks simultaneously in a high-volume, fast-paced environment.
• Basic proficiency with computer systems, scheduling platforms, and point-of-sale or billing software.
• Reliability, punctuality, and a consistent professional presence at the front desk.

Preferred

• Experience in a veterinary specialty, surgery, emergency, or healthcare environment.
• Familiarity with ezyVet, Impromed, AVImark, or similar practice management software.
• Experience coordinating surgical scheduling, referrals, or medical records.
• Experience processing payments, presenting estimates, or working with CareCredit or similar financing products.

Title

Client Experience Representative - Surgery

Schedule

Four 10-hour shifts, rotating schedule to include weekends

Location

2965 Edinger Avenue Tustin, CA 92780

Salary

$21.00 - $29.00 per hour

As part of the hiring process, candidates that pass our initial review will be invited to complete a brief introductory interview through our AI-enabled assistant, BrightHire. This initial conversation helps us learn more about your experience, career goals, and interests while allowing our team to review candidates more efficiently. Rest assured, the interview is only the first step in the process. Your responses will be personally reviewed by a member of our Recruiting Team before any hiring decisions are made.

Position Summary

Veterinary Surgical Specialists of Orange County is seeking a warm, professional, and highly organized Client Experience Representative to support a busy specialty surgery service. The Client Experience Representative is often the first person surgical clients encounter and the last they see before leaving, making this role central to the client and patient experience.

This position operates at the front desk and is responsible for delivering exceptional in-person and phone-based client service, coordinating surgical appointments, managing billing and payment processes, and supporting all aspects of the surgical patient journey from consultation through discharge.

Benefits

• We are committed to supporting the well‑being, growth, and long‑term success of our team:
• Medical, dental, vision, and life insurance options
• 401(k) with company match
• Employer‑paid basic life insurance with optional add‑on policies
• Paid time off and sick pay
• Uniform allowance
• Continuing education support for licensed staff
• Career development and advancement within specialty departments
• Employee referral bonus program
• Employee discounts and insurance perks
• Mental health and wellness support resources (including Talkspace)

Base Pay

$21

$29 USD

Veritas Veterinary Partners is an equal opportunity employer. In accordance with the requirements of all applicable federal, state and local laws, we welcome and encourage diversity in the workplace regardless of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Applicants must be authorized to work in the U.S. All current positions require the ability to speak, read, and write English proficiently. Additional fluency in other languages is preferred but not required.

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