Wae - client Services Representative

WAE-Client Services Representative

The Client Service Representative (CSR) serves as a key liaison between clients and the veterinary care team in a busy teaching hospital. This role ensures the delivery of compassionate, efficient, and professional service, supporting both the clinical and educational missions of the hospital. CSRs are responsible for client communication, scheduling, check-in/check-out procedures, financial transactions, and maintaining the front-desk environment.

Job Responsibilities:

30% Greet clients, students, and visitors in a professional, welcoming, and compassionate manner. Clearly explain hospital procedures, service expectations, estimated wait times, and updates. Offer emotional support to clients during difficult or stressful visits with empathy and discretion. Notify appropriate clinical services of client arrivals. Provide and review discharge instructions with clients as directed by clinical staff. Ensure a positive check-out experience by confirming all questions are answered and next steps are understood.

20% Schedule appointments across general practice and specialty services based on clinical availability and urgency. Confirm upcoming appointments and follow up on cancellations or rescheduling needs. Promptly and accurately respond to phone and email inquiries. Relay client messages to clinicians, students, or other hospital staff and follow up as needed to ensure resolution. Coordinate client communication during patient hospitalization, including status checks and pick-up notifications.

15% Enter client information promptly and accurately into medical records software. Explain documents containing hospital policy and gather appropriate signatures. Retrieve and organize medical records from client service and referral email. Prepare and organize all necessary documentation for check ins and/or discharges. Maintain confidentiality and accuracy of all client and patient information.

15% Process financial transactions including deposits, payments, refunds, and invoicing. Ensure all billing is complete and accurate at the time of patient discharge. Assist with daily cash handling, credit card reconciliation, and end-of-day financial reports.

10% Maintain cleanliness and professional appearance of front desk, lobby, and client waiting areas. Regularly wipe down chairs, sanitize workstations, clean counters, and organize magazines or literature. Ensure all paperwork is filed or organized appropriately at the end of each shift. Restock front desk supplies as needed and report any maintenance issues.

5% Collaborate with faculty, veterinary technicians, and students to support smooth patient flow. Orient or assist veterinary students in learning hospital client service protocols when applicable. Participate in departmental meetings, training, and workflow improvement initiatives.

5% Other duties as assigned.

Minimum Qualifications:

Bachelor's degree AND 1+ years of customer service experience.

If a candidate does not meet the minimum qualifications as listed, but has significant experience within the major job responsibilities, we welcome their application.

Preferred Qualifications:

Bachelor's degree AND 2+ years in a veterinary or medical customer service position and possess bilingual or multilingual communication skills.

Special or Physical Qualifications: This position has access to/directly handles cash. Financial history/credit check required per FASOP HR-04.

Job Competencies:

- Communicates clearly, respectfully, and effectively both verbally and in writing.

- Actively listens and responds appropriately to questions and concerns.

- Accurately relays information between clients and clinical teams.

- Balances multiple tasks efficiently in a fast-paced, high-volume environment.

- Stays organized and manages time effectively during peak periods.

- Adapts quickly to new technologies and digital communication platforms.

Additional Job Description:

A copy of your transcript(s) may be attached to your application (if applicable). Please provide your resume and three professional references including name, title, phone number and e-mail address.

Posting Date: September 26, 2025

Closing Date (Open Until Filled if No Date Specified): December 25, 2025

Additional Position Information:

Background Check - An offer of employment is contingent on a satisfactory pre-employment background check.

Benefits - LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!

Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University's partner, nextSource Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance. Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.

Essential Position (Y/N):

LSU is an Equal Opportunity Employer.

HCM Contact Information:

For questions or concerns related to updating your application with attachments (e.g., resumes, RS:17 documents), date of birth, or reactivating applications, please contact the LSU Human Resources Management Office at 225-578-8200 or email HR@lsu.edu.