Client Service Specialist

Position Summary :

The Client Service Specialist (CSS) serves as the first point of contact for clients, providing exceptional customer service in person, over the phone, and through digital communication. This role is responsible for ensuring smooth client check-ins and check-outs, accurate billing, and clear communication between clients and the hospital team. The CSS helps create a welcoming environment while supporting the hospital’s efficiency and professionalism.

Core Responsibilities :

Greet clients and patients in a warm, professional manner.

Manage client check-ins, check-outs, and appointment scheduling.

Answer phone calls, respond to client inquiries, and route messages appropriately.

Process payments, invoices, and maintain accurate billing records.

Enter and update client and patient information in the hospital management system.

Communicate clearly with doctors, technicians, and ACAs to coordinate patient care.

Handle client concerns with empathy and professionalism, escalating when necessary.

Maintain cleanliness and organization of the front desk and lobby area.

Support hospital marketing initiatives, reminders, and client education materials.

Requirements :

Strong communication and customer service skills.

Professional, compassionate, and client-focused demeanor.

Ability to multitask in a busy environment while maintaining accuracy.

Basic computer proficiency; experience with veterinary software preferred.

High school diploma or equivalent required; prior customer service experience preferred.

Work Expectations :

Must be available to work evenings and weekends.

Ability to remain calm and professional during high-stress or emotional client interactions.

Team-oriented approach with a commitment to supporting patient care and client satisfaction.