Role
Location
Description
Customer Service Representative - Veterinary Radiation Therapy & Medical Oncology
Carolina Veterinary Specialists – Matthews is a leading specialty veterinary hospital dedicated to providing the highest level of care to pets and their families. We pride ourselves on a collaborative environment, working closely with specialists in multiple disciplines to offer comprehensive care. We are currently seeking a dedicated and compassionate Customer Service Representative (CSR) to support our Radiation Therapy and Medical Oncology departments.
Position Summary:
As a CSR supporting both Radiation Therapy and Medical Oncology, you will serve as a vital liaison between pet owners, referring veterinarians, and our clinical team. This role requires exceptional communication, organizational, and multitasking skills to ensure smooth operations and an excellent client experience. Key Responsibilities:
- Respond to emails, voicemails, and phone inquiries in a timely, professional, and compassionate manner.
- Create and review treatment estimates; clearly explain procedures and costs to pet owners.
- Maintain a working knowledge of common cancers, cancer terminology, and basic side effects of treatments to answer general client questions.
- Triage incoming oncology and radiation therapy referrals and facilitate the scheduling of consultations or treatment.
- Evaluate and document client-reported symptoms or concerns via phone or email, prioritize urgent cases, and relay information to veterinary staff.
- Coordinate prescription refills with clinical staff and communicate updates to clients.
- Import and manage patient documents within our Electronic Medical Records (EMR) system, and maintain accurate and up-to-date client and patient updates.
- Accurately schedule appointments, follow-ups, and treatments across both departments.
- Work closely with technicians, assistants, and specialists to anticipate client and patient needs throughout the day.
- Provide empathetic, client-focused support in what are often emotionally-charged situations.
- Support other front desk or administrative tasks as needed.
Qualifications:
- Prior customer service experience, preferably in a veterinary or medical setting.
- Strong communication and interpersonal skills, both written and verbal.
- Comfort discussing sensitive topics with empathy and professionalism.
- Ability to work effectively and multitask in a fast-paced, collaborative environment.
- Proficiency with veterinary practice management software is a plus (i.e. Cornerstone, AVImark, eVet, etc).
- High school diploma or equivalent required; college coursework or degree in animal science, biology, or related field a plus.
Work Environment:
This position requires frequent interaction with clients, pets, and veterinary staff. The role may involve occasional handling of pets and exposure to pet allergens, sounds, and odors.
Why Join Us?
- Work alongside board-certified specialists and compassionate support staff.
- Make a meaningful difference in the lives of pets and their families.
- Competitive pay and benefits.
- Opportunities for training and growth in a specialty environment.
PetVet Care Centers, Inc. is one of the nation’s leading operators of veterinary hospitals for companion animals. The company operates over 450 hospitals across multiple states and employs over 11,000 people including over 800 veterinarians. Since its inception, PetVet has been structured around a model that is focused on developing a partnership between the hospitals and the company and providing the highest quality medicine and service.
PetVet is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law. EOE, M/F/D/V
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