Client Service Representative, Oncology

Client Service Representative, Oncology
$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

• 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

• Full Time
  • Monday - Friday
  • 8:00am – 6:00pm

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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• Freehold, NJ
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• Howell, NJ
• Eatontown, NJ
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• Asbury Park, NJ
• Staten Island, NY
• Brooklyn, NY
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• 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.