Ethos Veterinary Health

Specialty and emergency veterinary network

Client Service Representative - Internal Medicine

Clinical Support & Patient AdministrationConfirmed live in the last 24 hours

Full-timeRed Bank, NJ, USA$20 - $25 /hrIn-person

About the Job

Requirements

A high school diploma or equivalent is required.
The candidate must be able to perform the functions of a General Customer Service Representative.
At least three years of specialty veterinary experience is required.
Veterinary technician, veterinary assistant, veterinary CSR, or similar specialty veterinary support experience is required.
The candidate must demonstrate knowledge of veterinary medical terminology, disease processes, pharmacology, diagnostics, and laboratory testing.
The candidate must be able to communicate routine medical information using established department protocols and escalation guidelines.
The candidate must be able to assess the urgency of patient concerns and escalate communications appropriately.
The candidate must have experience communicating with clients professionally, compassionately, and with a service-oriented approach.
The candidate must have strong organizational, prioritization, and multitasking abilities.
The candidate must have verbal and written communication skills.
The candidate must have experience working with electronic medical record systems.
The candidate must have fluent English speaking and reading skills.

Responsibilities

Manage voicemail, email inboxes, and communication platforms.
Return client communications promptly and professionally.
Serve as the primary communication liaison between clients, doctors, technicians, and referring veterinarians.
Communicate approved non-clinical information, including scheduling updates, appointment recommendations, procedural preparation instructions, and follow-up requirements.
Complete client callbacks that do not require direct veterinarian involvement, using established department protocols and approved communication guidelines.
Communicate medication instructions, procedural preparation information, and follow-up recommendations as directed by the veterinarian and in accordance with department protocols.
Answer client questions about diagnostics, medications, procedures, and follow-up care using approved guidelines and escalation pathways.
Provide approved educational materials and hospital resources, and help clients understand processes and next steps.
Assist with service recovery and resolution of client concerns.
Screen and prioritize incoming client communications using established department protocols.
Identify communications requiring same-day review and escalate urgent concerns appropriately.
Recognize clinical red flags and abnormal findings requiring escalation to the Specialty team.
Handle routine communications independently and escalate complex medical questions, treatment recommendations, or clinical concerns to the appropriate technician or veterinarian.
Document communication screening, escalation activities, and client interactions in the medical record.
Coordinate new consultations, ultrasounds, rechecks, procedures, and follow-up appointments.
Manage waitlists and cancellation lists proactively to maximize patient access.
Monitor provider schedules and identify opportunities to improve appointment utilization and access.
Ensure referral records and supporting documentation are available before appointments.
Coordinate procedural scheduling requirements and client preparation instructions.
Coordinate referral intake, record acquisition, and communication with referring veterinary hospitals regarding appointments and required documentation.
Facilitate transfer of consultation reports and support continuity of care between the hospital and referring veterinarians.
Monitor referral workflows to ensure completion and closure.
Support referral relationship management through timely communication and coordination.
Monitor outstanding communication requests and ensure diagnostic results, recommendations, and client inquiries are routed to the appropriate clinical team member.
Coordinate follow-up communications after appointments, procedures, and diagnostic testing to support continuity of care.
Verify that clients have received necessary updates, recommendations, and next steps, and escalate unresolved concerns appropriately.
Own assigned communication workflows from initial client contact through resolution.
Maintain departmental tracking systems and identify communication gaps and workflow barriers.
Maintain communication logs, documentation, and department communication metrics.
Assist with administrative coordination related to estimates, consent forms, and procedural preparation as assigned.
Identify workflow trends and opportunities for improvement, and participate in departmental projects and process improvement initiatives.
Support cross-functional operations during periods of increased volume.

Desired Qualifications

Specialty, referral, or Emergency and Critical Care experience is preferred.
EZVet experience is preferred.
Experience managing high-volume client communications is desirable.
Experience coordinating patient access, waitlists, scheduling workflows, and referral communications is desirable.

Client Service Representative, Internal Medicine
$20 - $25/hr. | Red Bank Veterinary Hospital | Red Bank, NJ

Looking for an opportunity where you can make a difference for pets and their families?

If you're an organized, passionate, customer service-oriented person looking to utilize your skills in a cutting-edge specialty environment, Red Bank Veterinary Hospital offers the opportunity to work in a new, 100,000+ sq. ft. state-of-the-art hospital designed for advanced specialty and emergency care. With MRI, CT, PET scanning, 12 surgical suites, a dedicated ER, and expanded training spaces, RBVH combines innovative medicine with compassionate care for pets, clients, and team members alike.

Compensation:

$20 - $25/hr. based on experience

Full-Time Benefits Include:

Medical, Dental, and Vision
401(k)
Employee Assistance Program (EAP)
Uniform Allowance
Paid Time Off:
- Sick Days
- Vacation Days
- Bereavement Leave
Disability & Life Insurance
Employee Pet Discount

Schedule:

Full Time
- Schedule: TBD

Job Description:
Specialty CSR of Internal Medicine serves as the primary communication, scheduling, and workflow coordination hub for Internal Medicine Services while leveraging advanced veterinary knowledge and established departmental guidelines. This role serves as a central point of coordination for clients and referring veterinarians, overseeing appointment scheduling, referral management, communication triage and escalation, protocol-based follow-up, and continuity of care.

This role manages client and referring veterinarian communications, appointment access and scheduling workflows, referral coordination, communication screening and escalation, protocol-based callbacks, and continuity of care.

The Specialty CSR of Internal Medicine independently manages routine communications and approved follow-up activities while identifying and escalating issues requiring clinical intervention to the appropriate technician or veterinarian. This position does not provide direct patient care or perform hands-on animal handling responsibilities. The role is designed to improve communication efficiency, enhance client experience, strengthen referral relationships, and allow technicians and veterinarians to focus on patient care activities

Responsibilities:

Clinical Communication & Client Support

Manage voicemail, email inbox, and communication platforms.
Return client communications promptly and professionally.
Serve as the primary communication liaison between clients, doctors, technicians, and referring veterinarians.
Communicate approved non-clinical information including scheduling updates, appointment recommendations, procedural preparation instructions, and follow-up requirements.
Manage and complete client callbacks that do not require direct veterinarian involvement, utilizing established department protocols and approved communication guidelines.
Communicate medication instructions, procedural preparation information, and follow-up recommendations as directed by the veterinarian and in accordance with department protocols.
Answer client questions regarding diagnostics, medications, procedures, and follow-up care utilizing approved guidelines and escalation pathways.
Provide approved educational materials, hospital resources, and support client understanding of processes and next steps.
Assist with service recovery and resolution of client concerns.
Maintain exceptional client service standards.

Clinical Triage & Escalation

Screen and prioritize incoming client communications utilizing established department protocols.
Identify communications requiring same-day review and escalate urgent concerns appropriately.
Recognize clinical red flags and abnormal findings requiring escalation to the Specialty team.
Handle routine communications independently while escalating complex medical questions, treatment recommendations, or clinical concerns to the appropriate technician or veterinarian.
Document all communication screening, escalation activities, and client interactions within the medical record.
Appointment Access & Scheduling Management
Coordinate new consultations, ultrasound, rechecks, procedures and follow-up appointments.
Manage waitlists and cancellation lists proactively to maximize patient access.
Monitor provider schedules and identify opportunities to improve appointment utilization and access.
Ensure referral records and supporting documentation are available prior to appointments.
Coordinate procedural scheduling requirements and client preparation instructions.

Referral & rDVM Communication

Coordinate referral intake, record acquisition, and communication with referring veterinary hospitals regarding appointments and required documentation.
Facilitate transfer of consultation reports and support continuity of care between RBVH and referring veterinarians.
Monitor referral workflows to ensure completion and closure.
Support referral relationship management through timely communication, coordination, and exceptional service.

Continuity of Care & Closed-Loop Communication

Monitor outstanding communication requests and ensure diagnostic results, recommendations, and client inquiries are routed to the appropriate clinical team member.
Coordinate follow-up communications after appointments, procedures, and diagnostic testing to ensure continuity of care.
Verify that clients have received necessary updates, recommendations, and next steps; escalate unresolved concerns appropriately.
Maintain ownership of assigned communication workflows from initial client contact through resolution.
Maintain departmental tracking systems and identify communication gaps and workflow barriers.

Administrative & Operational Support

Maintain communication logs, documentation, and department communication metrics.
Assist with administrative coordination related to estimates, consent forms, and procedural preparation as assigned.
Identify workflow trends and opportunities for improvement; participate in departmental projects and process improvement initiatives.
Support cross-functional operations during periods of increased volume.

Qualifications

High school diploma or equivalent.
Ability to perform functions as a General Customer Service Representative (CSR)
Minimum three (3) years of specialty veterinary experience.
Veterinary technician, Veterinary Assistant, Veterinary CSR, or similar specialty veterinary support experience required.
Demonstrated knowledge of veterinary medical terminology, disease processes, pharmacology, diagnostics, and laboratory testing.
Ability to communicate routine medical information utilizing established department protocols and escalation guidelines.
Ability to assess urgency of patient concerns and appropriately escalate communications.
Experience communicating with clients in a professional, compassionate, and service-oriented manner.
Strong organizational, prioritization, and multitasking abilities.
Excellent verbal and written communication skills.
Experience working within electronic medical record systems.
Specialty, referral, or Emergency & Critical Care experience preferred.
EZVet experience preferred.
Experience managing high-volume client communications.
Experience coordinating patient access, waitlists, scheduling workflows, and referral communications.
Fluent English skills (speaking and reading) required.

Why Choose RBVH?

Work alongside a dedicated team of veterinary professionals committed to delivering exceptional patient care.
Thrive in a fast-paced, collaborative environment where your skills make a direct impact on patients and their families.
Be part of meaningful moments in the lives of pets and their owners, providing compassionate support and care.
Expand your knowledge through ongoing training, mentorship, and a culture that values continuous learning and professional growth.

About RBVH
Red Bank Veterinary Hospital (RBVH) now located in Red Bank, NJ, proudly opened its new, state-of-the-art facility in May 2024—an expansive, 100,000+ square foot space nearly twice the size of our original Tinton Falls location. This milestone marks the continuation of over 40 years of dedicated service to our community.

Nearby Communities
RBVH attracts Veterinary Technicians from throughout the Jersey Shore region, Central New Jersey, and the New York metropolitan area, including:

Tinton Falls, NJ
Middletown, NJ
Holmdel, NJ
Colts Neck, NJ
Freehold, NJ
Marlboro, NJ
Howell, NJ
Eatontown, NJ
Long Branch, NJ
Asbury Park, NJ
Staten Island, NY
Brooklyn, NY
Bayonne, NJ
Jersey City, NJ

About Ethos Veterinary Health
Ethos Veterinary Health, part of the NVA Group, is where you come to practice world-class medicine, and help shape what veterinary care becomes next. Across our network of 140 specialty and emergency hospitals, science moves forward, standards are elevated, and innovation is put into practice every day. You’ll work alongside respected veterinary leaders in academic-caliber hospitals designed for learning, teaching, and discovery. Here, mentorship is a two-way street. You’ll share your expertise, learn from others, and continue to grow, clinically, professionally, and personally. At Ethos, you inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.

Join Us
At Ethos, this isn’t just a job, it’s an opportunity to practice medicine at the highest level and help shape the future of veterinary care.
Candidates can confidentially submit their CV to Talent Acquisition Partner Craig at [email protected]

Equal Opportunity Employer
Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need.

About the Company

Ethos Veterinary Health

Specialty and emergency veterinary network

Ethos Veterinary Health operates a nationwide network of more than 140 specialty and emergency veterinary hospitals across North America. It brings together over 1,500 specialized veterinarians who treat nearly 2 million pets each year. Hospitals in the network share advanced diagnostic tools and apply a scientific, evidence‑based approach to patient care, enabling collaboration across sites and access to specialized expertise. What makes Ethos different is the combination of a large, integrated network with deep specialty medicine and a focus on high-quality outcomes and professional collaboration, rather than isolated clinics. The company’s goal is to raise veterinary standards by delivering expert, evidence‑based care and to provide rewarding careers for veterinary professionals while advancing pet health.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Woburn, MA
Founded: 2015

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