Veterinary Client Experience Representative at Veritas… · Tustin

POSITION SUMMARY

Veritas Veterinary Partners seeks a warm, professional and highly organized Client Experience Representative to serve as the face of a Partner Hospital. The Client Experience Representative is the first person clients encounter and the last they see before leaving, making this role central to how Veritas Veterinary Partners is perceived and experienced. This position operates at the front desk and is responsible for delivering exceptional in-person and phone-based client service, managing billing and payment processes and supporting all aspects of the client journey from arrival through departure.

ESSENTIAL DUTIES AND RESPONSIBILITIES

CLIENT ARRIVAL AND CHECK-IN

• Greet clients and patients warmly upon arrival, creating a welcoming and reassuring first impression in what is often a stressful situation.
• Complete accurate check-in processes including verifying client and patient information, confirming appointment details and notifying clinical teams of patient arrival.
• Manage the reception area and waiting room, communicating wait time updates to clients proactively and with empathy.
• Answer incoming phone calls promptly and professionally, routing calls, taking messages and providing information within scope.
• Maintain an organized and professional front desk environment throughout the shift.

FINANCIAL TRANSACTIONS AND BILLING

• Present financial estimates clearly and with compassion, ensuring clients understand charges associated with their pet's care.
• Process 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 client discharge by ensuring all paperwork, prescriptions and discharge instructions are complete and clearly communicated.
• Schedule follow-up appointments and referrals as directed by the clinical team.
• Reinforce key discharge instructions with clients in plain accessible language, ensuring they leave with a clear understanding of home care expectations, medication schedules and when to seek follow-up care.
• Send appointment reminders, follow-up communications and client satisfaction outreach as directed.
• Document all client interactions and transactions accurately in ezyVet or other designated systems.

QUALIFICATIONS

REQUIRED

• 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, human healthcare or similarly client-intensive service environment.
• Familiarity with ezyVet, Impromed, AVImark or similar practice management software.
• Background in hospitality, luxury service or patient-facing healthcare reception.
• Experience processing payments, presenting financial estimates or working with CareCredit or similar financing products.

CORE COMPETENCIES

At Veritas Veterinary Partners, we harness the hearts, minds and effort of our teammates, united in our CIRCLE of Core Values, to help us unlock our full potential.

Compassion: We lead with heart in every interaction. For our patients, this means attentive care. For clients, it means guiding them with understanding. For each other, it means creating a culture founded on respect and trust.

Integrity: We always do what's right. Through accountability, honesty and transparency, we uphold the highest ethical and medical standards and honor the trust placed in us in every decision.

Respect: The best outcomes come from working together with heart and valuing every perspective. By honoring each others' expertise, we create an environment where collaboration thrives and ideas emerge at every level.

Community: We harness the strengths of our people to build a culture where everyone is seen, heard and valued. This unity fosters trust across teams and assures clients their pets are cared for by one team.

Leadership: We set the standard for exceptional care by combining sharp minds, medical expertise and compassion. Through best-in-class tools, collaboration and a growth mindset, we uphold our role as leaders in specialty and emergency veterinary care.

Evolution: We stay curious, adaptable and seek ways to elevate patient care. By committing to a growth mindset and supporting each other, we unlock the fullest potential of individuals, teams and our organization.

WORK ENVIRONMENT

This position is onsite full-time at a Partner Hospital. The role is based at the front desk and requires extended periods of standing and sitting, frequent in-person and phone interaction with clients and the ability to remain composed in high-volume and emotionally charged situations. The Client Experience Representative will regularly interact with clients in varying states of stress, grief or urgency related to their pets and must consistently model calm, empathetic professionalism. Exposure to clinical noise, animal handling near reception areas and emergency arrivals is expected. Hours include evenings, weekends and holidays consistent with hospital operating hours.