Turn your love of cats into a career! At Boise Cat Clinic, we embrace the human-feline bond. We're especially excited to connect with candidates who have veterinary experience, particularly in cat-only clinics. If you share our passion for cats, please include a cover letter telling us about your love for working with them, and why you'd be a great fit for our team!

Boise Cat Clinic is independently, locally, and woman-owned since 2011! We value relationships, empowerment, and wellbeing. We conduct ourselves with integrity, compassion, and professionalism. Visit our website at www.boisecatclinic.com to learn more.

Position Overview:

The Client Service Representative (CSR) serves as the first point of contact for clients, ensuring a welcoming, caring, and professional experience. This role focuses on promoting exceptional customer service and supporting clinic operations through efficient and organized workflows. CSRs are responsible for managing a variety of tasks, including greeting clients, scheduling appointments, answering phones, processing payments, and maintaining accurate records.

CSRs play a vital role in fostering long-term client relationships by creating positive first and last impressions. They must demonstrate empathy, active listening, and professionalism, especially when assisting emotional or grieving clients, while effectively managing stressful situations with tact and courtesy.

This fast-paced position requires multitasking and prioritization skills to handle interruptions and maintain a clean, calm, and inviting reception area. CSRs are expected to collaborate with the team, ensuring smooth daily operations and a client service experience that reflects the clinic's high standards.

Primary Responsibilities:

Client Interaction:

Greet clients warmly and ensure a welcoming, positive experience while addressing their needs promptly and professionally.
Answer client inquiries via phone, email, and in person with accuracy and clarity; provide detailed information on clinic services, appointment availability, and pricing.
Schedule, confirm, and follow up on appointments, ensuring efficient appointment flow and minimizing scheduling conflicts.
Educate clients on clinic policies, including financial policies, prescription refills, vaccination schedules, and wellness plans.
Ensure invoices are accurate and complete, verifying charges for services, medications, and products before processing payments.
Process various forms of payment, including credit/debit cards, CareCredit, and Scratchpay, and assist clients with financial options when needed.
Handle complaints, difficult situations, or upset clients tactfully and escalate concerns appropriately to management or veterinary staff when necessary.
Maintain strict client and patient confidentiality in compliance with clinic policies and legal regulations.
Provide empathetic support to clients during stressful or emotional situations, including euthanasia or critical care cases.
Manage incoming and outgoing emails, text messages, and other communications efficiently, ensuring timely follow-up and documentation.
Maintain accurate and up-to-date patient records, ensuring all necessary documentation, medical history, and client communications are logged correctly.
Follow protocols for record transfers, including sending and receiving medical records, lab results, and referral information.

Patient Support:

Assist with patient check-in and discharge, ensuring all necessary paperwork, consents, and financial arrangements are completed.
Ensure patient history and necessary medical information are obtained from clients at check-in and accurately relayed to veterinary staff.
Educate clients at discharge on medication instructions, potential side effects, post-procedure care, and any follow-up needs, ensuring clarity and client confidence.
Assist in coordinating prescription refills and product pickups, verifying proper authorization from veterinarians and ensuring accurate labeling.
Maintain familiarity with feline medicine, including zoonotic diseases, clinical signs of common conditions, and frequently prescribed medications or preventatives.
Work closely with technicians and veterinarians to streamline patient flow, minimize wait times, and enhance the overall client experience.
Monitor patient statuses when hospitalized and assist with updating clients on their pet’s progress as directed by veterinary staff.
Assist with triaging incoming patients and communicating urgent concerns to the medical team in a timely manner.

Facility Upkeep:

Keep the reception area, waiting room, and public spaces clean, organized, and free of hazards.
Regularly sanitize high-touch areas and maintain a tidy workspace to uphold clinic cleanliness and infection control standards.
Ensure that client-facing educational materials, brochures, and clinic resources are well-stocked and up to date.
Follow established safety protocols to ensure a secure environment for patients, clients, and staff, including handling aggressive animals appropriately.
Maintain office supplies and ensure reception-related inventory (e.g., forms, brochures, and prescription bags) is stocked and organized.
Assist with other duties as assigned to support clinic operations, including administrative tasks, inventory management, and occasional assistance in other areas as needed.

Expectations & Requirements:

High school diploma or equivalent required.
2+ years in the veterinary field is preferred.
Previous cashier or front-office experience is preferred.
Proper grammar, spelling, and punctuation. Fluent in English with excellent oral and written communication skills.
Demonstrated ability to listen, speak, and type professionally and tactfully.
A commitment to delivering outstanding client service with empathy and professionalism.
Ability to create positive first and last impressions to foster long-term client relationships.
Compassionate, empathetic, and respectful toward clients, team members, and patients.
Ability to remain calm and composed under stress, especially when interacting with emotional or grieving clients.
Ability to handle multiple tasks in a fast-paced environment with interruptions, while maintaining accuracy and efficiency.
Strong prioritization and organizational skills to ensure smooth workflows.
Proficiency with computer systems, including data entry and scheduling software.
Ability to sit, stand, and move around for extended periods.
Capability to lift up to 20 pounds as needed.
Ability to work assigned shifts and maintain punctuality.

Full Time Benefits:

Employee Discounts on Products/Services.
Uniform Allowance.
Paid Time Off, Holiday Pay, Birthday Pay.
Health, Vision, Dental Insurance.
Short Term Disability.
HSA/FSA.
401(k).

Boise Cat Clinic

Cilent Service Representative

About the Job