Weekend Phone Representative Jobs in Illinois (NOW HIRING)

Client Service Representative / Veterinary Receptionist (Full-Time)

Highland Pet Hospital & Animal Emergency Clinic of McLean County – Bloomington, IL

Hourly Pay: $17.00 – $22.00

Schedule: Full-time. This role works in both departments, Highland Pet Hospital and the Animal Emergency Clinic. One weekend day shift is required.

About the Role

Highland Pet Hospital and the Animal Emergency Clinic of McLean County operate as two departments under one roof. We are hiring a Client Service Representative to work in both. The CSR is the client’s first and last point of contact and owns the non-clinical flow of the front desk. The role covers scheduling, client communication, records, check-in and check-out, and payments, and keeps the clinical team informed without making clinical decisions. This is a dedicated client service position. The CSR works comfortably around dogs and cats, greets and checks in patients, and obtains routine weights when it is safe to do so.

Schedule and Department Requirements

• This position works in both departments, general practice and emergency. The ability to work both is a condition of the role, and training is provided for each.
• One 12 hour weekend day shift is required.
• The two departments operate differently. General practice is appointment-based and largely routine. Emergency medicine is unpredictable and frequently involves clients in acute distress.
• Adhere to dress code dependent on department scheduling (pewter scrub pants and wine, ceil, and red scrub shirts)

Scope and Clinical Boundary

This is a non-clinical role, and the boundary is defined deliberately.

• The operating rule is stop, defer, and call. If a patient is fearful, in pain, unstable, unsafe to approach, or cannot be weighed without force, the CSR stops, protects the space, and calls a Veterinary Assistant, Certified Veterinary Technician, or veterinarian. Asking for help is the standard here, not a failure to meet it.
• The CSR does not perform clinical triage, restrain difficult patients, interpret clinical findings, authorize medications, or advise on treatment.
• The CSR is trained to distinguish between gathering information and providing clinical advice, and to escalate appropriately.

What We Are Looking For

• Customer service communication that is warm, concise, factual, and calm under pressure, with the ability to set expectations without overpromising.
• Comfort working around dogs and cats, and the ability to follow low-stress, safety-first handling instructions for routine lobby contact and weighing.
• The ability to recognize a possible clinical or safety concern and escalate promptly.
• Asks when unsure. Every time. We would much rather answer a question than fix a guess.
• Reliable attention to detail across identity verification, records, scheduling, payments, privacy, and follow-through.
• Keyboard proficiency and the ability to learn multiple computer, phone, records, messaging, and payment systems.
• Coachability, accountability, and a willingness to ask when unsure.
• Dependable attendance and the ability to work the posted schedule.
• High school diploma or equivalent, or comparable demonstrated work capability.

Preferred Qualifications

• One or more years in veterinary reception, medical reception, high-volume hospitality, banking, or another accuracy-sensitive service role.
• Experience with veterinary practice management software, particularly EzyVet, along with phone, messaging, and payment systems.
• Experience navigating grief, distressed clients, complaints, financial conversations, and service recovery.
• Familiarity with veterinary terminology.

Responsibilities

Client Welcome and Lobby Flow

• Stand to personally greet clients and their pets on arrival
• Follow the established communication priority: clients present in person first, then phone calls, then digital communication including voicemail, email, Vello, and Weave
• Operate the paging system, both overhead and to specific stations
• Understand which responsibilities belong to your assigned position on a given day
• Keep reception and waiting areas organized, calm, clean, and ready for safe patient movement

Scheduling and Coordination

• Schedule exam, Prompt Care, surgery, Hospital Admit, and technician appointments according to current protocols
• Schedule establishment visits for new clients and collect the required deposit
• Complete surgery and Hospital Admit checkout and schedule rechecks in accordance with surgery team instructions
• Follow the established process for dental, mass removal, and orthopedic surgery scheduling requests
• Create and maintain accurate client and patient profiles and locate clinical records correctly

Communications and Records

• Check and respond to general and medication voicemail
• Check and respond to hospital email
• Field and facilitate communication between clients and doctors. Create communications accurately, including where to verify information first, what details are required, and when a veterinarian must be involved
• Process prescription refill requests and route them appropriately, setting the 24 to 48 hour advance expectation with clients
• Identify which medications may be filled without a communication to a veterinarian
• Complete the specimen drop-off procedure
• Protect client privacy and prevent duplicate or misplaced records

Payments and Checkout

• Check clients out using cash, credit, check (HPH only), CareCredit, and Affirm
• Apply credits and enter discounts
• Collect referral information and apply the associated credit
• Collect deposits
• Protect client information, payment data, medical records, and system access at all times

Aftercare Communication

• Call owners to notify them that their pet’s ashes have returned, and document the call
• Return ashes and belongings to owners and document the return properly

Health and Safety

• Canine and Feline CPR training: If a critical patient arrives, all team members are expected to assist with CPR if needed.
• Basic Low Stress Animal Handling training: We will equip you with the necessary skills to safely interact with patients, within the CSR role scope. We utilize low stress animal handling techniques to keep patients and staff safe and comfortable.
• All staff are expected to learn and follow OSHA guidelines
• Follow infectious disease protocols and cleaning procedures, including proper use of cleaning supplies, proper use of PPE, and client education/instruction.

Levels and Advancement

• CSR Level 1: routine independent ownership of greeting and lobby flow, scheduling, phones and digital communication, documentation, payments, and correct escalation. Reached after the onboarding checklist and defined performance metrics.