Veterinary Client Service Representative Manual

First Edition

A Note From The Author;

Congratulations! If you are reading this, it means you have been chosen to work for the hospital
you applied for. But, the hard work isn’t over yet. Working in medicine is quite different then a
typical 9-5 office setting. Instead of dealing with just people, we’re dealing with people who
have pets. As you can guess, that isn’t always easy. It’s a fun and rewarding job but it does
come with tasks that MUST be followed through with correctly. If this is your first time in the
industry, you will probably be hired on as a Tier 1 CSR. Not because your lack of skills, but
because transferring your CSR skills from one business to a Veterinary Hospital is a very serious
transfer. Hospitals pride themselves in having staff that are efficient since so many lives are on
the line. When I first began, I wanted to get to the top as soon as I could. It doesn’t happen that
way. You’ll see that no matter how much information you can sponge up, there will be different
tasks EVERYDAY that you’ve never heard of and different questions and situations you’ve never
been in. A true CSR; can work their magic and find creative solutions to these problems without
having to resort back to the manual. You never EVER know that the client on the phone is going
to ask; but you have to be prepared. This means, remaining professional to ALL clients, even
ones who seem funny to us. It’s our place to make sure no matter who they are, they feel secure
bringing their pet to us. People get emotional about there animals. In 2023 the united states
reached 54% pet adoptions compared to previous years where only about 20-30% of people
adopted and only 1/3rd of people even owned a dog or cat. That’s great news! More people are
getting pets. It’s so important in this role that you are empathetic. You could be having a bad
day, or the client could be having a bad day but its your job to make it better on behalf of their
animal if you can. You can’t control a clients private life, but you can be the cashier, the
counselor, the go-to when they need to vent, and the liaison who speaks clearly in english so
these clients understand the diagnostics, the vaccines, the illnesses, and what they have and are
paying for. Nothing is worse then a client who has dropped $1000.00 but was too embarrassed
to ask what anything on the estimate or receipt was. That’s your job. Plain english. Explain these
things, in a easy; polite; somewhat quick way.
A staff member who can make an appointment go smoothly, specially when it’s chaotic and
there really isn’t anyone around to help is a staff member who is going to move up in tiers
quickly. Don’t freak out! You’d be surprised how a lot of the questions you might have are
actually common sense. But while you’re new, EVERYTHING should be a question. All hospitals
have their OWN rules, and you need to follow those rules first before you learn tips and tricks to
do your job more effectively. The first two things I learned in the field, “Clients accidentally
mistell the truth.” This means, they may say things on the phone that are absolutely not true, but
it could just be and most likely is because they don’t understand Veterinary and got mixed up.
This is why we hire candtates who can take effective notes. We cannot take the word of any
client, without having their chart infront of us. Even if a client pushes you to fill a prescription or
insisted they had an appointment, it’s your job as the front desk to play detective, but to also
make room for the client. Nothing drives people away faster then being rude, fighting the client, and NOT
being accommodating. I say this, because these are the hard parts of your job. Sometimes you will need to
make judgement calls based on the phone calls you get. When your schedule is full, but there is an

Introductory; A Note from The Author

emergency and its lunch. That falls on you. It’s best practice to read this manual. One way or another, one
page at a time or bits and pieces. You’ll find that everything you’ll eventually need or want to know, lays in
the power of this new Veterinary Representative Basics Edition 1 manual. It’s the first, but not the last of
it’s kind and it’s designed from a Client Service Representative FOR YOU to make your onboarding process
smooth, and to clarify all aspects of the front desk as I have seen fit between fourteen different hospitals.
My name is Emily, and I have worked every position from Client Services, to Technician. I have been a
floater, helped in kennel, and even a substitute practice manager. I’ve worked with many different
individuals and doctors all throughout the Northwest Suburbs and downtown Chicago Area. When I
decided to write instead of work for Veterinary, I wanted to make sure that the YEARS of knowledge, and
experience I gained would transfer to new employees in the field. I feel that to work in medicine, CSR’s
deserve a manual thats not only understandable but, easy to follow. Hold on to this manual, Save it, print it
out, highlight it. There are tips and tricks in here to last a lifetime, and I cover all the basics in what I hope
to be an easy-to understand way. For hospital managers they will receive a guidebook that includes
quizzes they can give out to assess your strengths and weaknesses the first 90 days you are with them. If
you put a smile on your face, show initiative to work and make the hospital better, then you’re likely an
excellent candidate for the job.
I invented the The tier system was invented in 2022 by following a similar approach that March Animal
Hospital in the Northwest Suburbs of Chicago used. It is NOT to be used as a ranking of hierarchy. It is
used as a placement test to make sure each CSR is handling what they can, no more and no less. You can
rank up and down in tiers and not one CSR is better than another. Just like grades, we expect that if you
love being a CSR you’ll want to continue moving up tiers. Some people are happy just staying where they
are. In this industry, so new and flexible, you can decide what YOU want to be. First, you need to get
through this manual.
This manual is used to help the front desk do their tasks effectively while being overseen by staff with a bit
more experience. Even if you have been a CSR for a hospital before- You might start at tier one. Every
hospital gives a grace period to new employees. They generally do a check on what you can accomplish
after 30 days, 60 days, and 90 days. You are expected to show up for every shift your first 90 days. You are
expected to follow the hospital guidelines, get acquanted with your team, and familiarlize yourself with the
process of Veterinary Medicine. If by the end of the 90 days you are able to complete the tasks (most of
them) in this basic manual- you are already on the right path to success. Veterinary Medicine is taking the
world by a storm, and you couldn’t have picked a better time to choose the career. There was not a book
like this when I started out. A lot of the science was confusing, and thats why I decided to make this
manual to bridge the gap between language barriers of different careers. This manual should speak clearly
to everyone who reads it, and is full of indexes, tips, and even a glossary. Your job will be hard at times, but
it is the most REWARDING career you can have if you love to save animals. Even if you need to step back
from the field every once in a while; once you go Veterinary, you usually don’t go back.
- Emily Ridyard; Author of Veterinary Client Service Representative Manual First Edition 2023, Veterinary
Assistant, Veterinary Publisher, and Veterinary Client Service Representative in Chicago, IL

Introduction to Veterinary Client Service Representative Basics;

Client Service Representatives; Overview of Positions

Client Service Representatives are essential members of the veterinary team who
provide excellent customer service and care for the clients and patients. They have
different levels of experience and expertise, but they are all equals and work together to
ensure the smooth operation of the clinic. The levels are:

- Level One CSR: This is the entry-level
position for CSRs, where you handle basic
inquiries and issues from customers. You
need to have good communication skills,
problem-solving abilities, and a friendly
attitude. The average pay rate for Tier 1
CSRs is between $14 and $16 per hour,
depending on your experience and
qualifications.. They receive extensive
training, observation, and feedback from
their mentors and supervisors. They are
expected to learn quickly and show
initiative, but they are also supported and
guided by the rest of the team. They are
always welcome to ask questions and seek
help when needed.
- Level Two CSR: This is the next level of
CSR, where you handle more complex and
technical issues from customers. You need
to have more knowledge and expertise in
the products or services that the company
offers, as well as the ability to escalate
issues to higher levels if needed. The
average pay rate for Tier 2 CSRs is
between $18 and $20 per hour. They have a
general knowledge of how to handle
common situations, such as processing
payments, using care credit, taking notes,
checking clients in and out, and using the
software system. They may work full-time or
part-time, depending on their availability and
preference. They receive a higher pay rate
than Level One CSRs and have more
responsibilities and autonomy. They still
need to learn the specific policies and
procedures of the clinic, as well as some
advanced skills and techniques. They are
mentored and supervised by Level Three
CSRs, Lead CSRs, or the practice manager.
- Level Three CSR: This is the highest
level of CSR, where you handle the most
difficult and sensitive issues from
customers. You need to have excellent
communication skills, analytical skills, and a
deep understanding of the company's
policies and procedures. You also need to
be able to mentor and coach lower-level
CSRs and provide feedback to
management. The average pay rate for Tier
3 CSRs is between $22 and $24 per hour.

Introduction to Veterinary Client Service Representative Basics;

They are hired with minimal training needs,
as they already know how the front desk
works and how to handle complex and
challenging situations. They have a high
level of expertise and professionalism, as
well as excellent communication and
interpersonal skills. They work full-time or
part-time, depending on their availability and
preference. They receive a higher pay rate
than Level Two CSRs and have more
leadership and decision-making roles. They
mentor and supervise Level One and Two
CSRs, as well as collaborate with Lead
CSRs, the practice manager, and the
veterinarians.
-A Lead CSR(s): oversees all the tasks of
the CSRs and makes sure that they
complete a to-do check list that is signed off
at the end of each shift. A Lead CSR may
also work closely with the hospital manager
and the lead veterinarian to coordinate
appointments, referrals, and other
administrative matters. A Lead CSR is
either someone who has been working at
the hospital for a long time and has proven
their leadership abilities, or someone who
is hired with the expectation that they
already know how to operate the front desk
efficiently and effectively. A Lead CSR
typically has at least 1-3 years of
experience as a CSR or a practice
manager, and they have excellent
communication, organizational, and
problem-solving skills. The ability to resolve
conflicts, provide training, and ensure
customer satisfaction for ALL clients. The
Average pay rate is $26.00-$28.00 per
hour.
Introduction to Veterinary Client Service Representative Basics;
*Pay may differ per clinic as it’s up to the
hospital what wages to give, these averages
are based on the national data base of what
Client Service Representatives in this
industry make to start. It is NOT protocol*
Quiz One (Example)
STUDY QUESTIONS:
1. What are the duties of Tier 1?: Answer
phone calls, greet clients, check in and
out patients, update client
information, file records, and perform
other basic clerical duties.
2. What are the duties of Tier 2: Schedule
appointments, process payments,
handle insurance claims, prepare
invoices, order supplies, and perform
other intermediate clerical duties.
3. What are the duties of Tier 3: Manage
inventory, train new CSRs, handle
complaints, resolve conflicts, assist
with marketing, and perform other
advanced clerical duties.
4. What are the duties and
responsibilities of the Lead CSR(s):
Oversees all the tasks of the CSRs and
makes sure daily check lists, and
operations are completed. They spend
a lot of time discussing and planning
ideas with practice managers, and
hospital leaders, attend meetings for
the Leads of the hospital (Lead Doctor,
Lead Kennel, Lead CVT, Lead VA, and
Lead CSR) The Lead CSR is your go to
when you have questions or concerns.
Welcome to the Veterinary CSR team:

Welcome to the Veterinary CSR team! We are excited to have you on board. In this section, you
will learn about the mission, vision, and values of our veterinary practice, and how you can
contribute to our success and satisfaction.

Our mission is to provide high-quality veterinary care to our patients and their families.
We strive to create a warm and welcoming environment where everyone feels
comfortable and respected. We believe that every animal deserves the best possible
care, and we are committed to providing that care.

Our vision is to be the leading veterinary practice in the community. We want to be

known for our excellent care, our compassionate staff, and our commitment to our
patients.

The five core values which are mandatory worldwide and statewide are:

● Compassion: We believe that all animals deserve our compassion and respect.
● Excellence: We strive to provide the highest quality of care possible.
● Integrity: We are honest and ethical in all of our dealings.
● Teamwork: We believe that teamwork is essential to our success.
● Innovation: We are always looking for ways to improve our practice.

We are confident that you will be a valuable member of our team. We look forward to working
with you to provide the best possible care to our patients. If you have been hired for the role,
your practice manager or overseeing lead CSR believes that you have what it takes to change
the world of Veterinary Medicine- always for the better.

● Overview of the manual and its objectives:

This manual is designed to provide you with the essential skills and knowledge that you need to
perform your role as a Veterinary CSR. It will cover topics such as basic veterinary terminology,
front desk operations, medical records, inventory, and emergency care.

● Provide you with the knowledge and skills necessary to perform your role as a Veterinary
CSR.
● Assist you in becoming a valuable member of the Veterinary CSR team.

Introduction to Veterinary Client Service Representative Basics;

 ● Help you to provide the best possible care to our patients.
● Prepare you for working on your own
● Serve as a reference guide to employees, and on-comers.
● Give you a predictive timeline with quizzes so you are able to keep track of your
progress.

How to use the manual effectively:

This manual is not meant to be read from cover to cover, but rather to be used as a reference
and a guide whenever you need it. It should be read cover to cover if you are a new employee
as eventually YOU will need to know everything in this manual if you continue to work as a
valuable CSR for your hospital.

You can access the manual online or in print, and you can search for specific topics or
keywords. You can also use the manual to prepare for training sessions, evaluations, and
certifications. Ask your practice manager if you are interested in more of our CSR
learning manuals as they are free to all hospitals.

If you have any questions about the manual or your role as a Veterinary CSR, please do not
hesitate to ask. We are here to help you succeed.

Study Questions

1. What Is The Mission and Vision of your hospital?

2. This manual is designed to provide an overview of ____________ skills and knowledge
3. C.E.I.T.I stand for what five core values every CSR should exhibit?
4. This manual is meant to be read from cover to cover ( True ) ( False)
5. You can access this manual online, in print, and it’s available to search for different
topics and provide training sessions and evaluations. (True) (False)
6. Should you complete the manual and pass the front desk exam you will receive a
Certificate (true) (false)
7.

Introduction to Veterinary Client Service Representative Basics;

TABLE OF CONTENTS & LEARNING MATERIALS

I. Introduction

● Communication Skills
● Customer Service Skills
● Veterinary Terminology
● Medical Records
● Pet Care
● Client Relations
● Professionalism
● Conclusion

Table of Contents and Test Prep

II. Basic Skills and Knowledge (Tier 1-Lead)

● Veterinary terminology and abbreviations: You must be able to understand and use
veterinary terminology and abbreviations correctly when communicating with clients,
veterinarians, and other staff members.
● Common medical conditions and treatments: You must have a basic understanding
of common medical conditions and treatments that affect animals. This will help you
provide accurate information and education to clients, as well as assist veterinarians and
technicians in their diagnosis and treatment.
● Animal behavior and handling techniques: You must know how to approach, restrain,
and handle different types of animals in a safe and humane way. You must also be able
to recognize signs of stress, fear, aggression, or pain in animals, and how to respond
appropriately.
● Client communication and education skills: You must be able to communicate
effectively with clients in person, on the phone, or via email. You must listen actively, ask
open-ended questions, show empathy, use positive language, and provide clear
instructions. You must also be able to educate clients about preventive care, wellness
plans, home care, follow-up visits, etc.

Introduction to Veterinary Client Service Representative Basics;

These skills are essential for providing
excellent customer service and ensuring the
health and well-being of animals. It’s
important that as a new CSR you are observing
and noting these skills before diving in. Once
you have mastered these skills you will be able
to handle basic notes, basic medical
conditions and vaccine protocols, basic
restraint methods in room, and proper medical
client service communication skills and basic
veterinary education skills. You should be able
to master these skills within your
probationary period and prioritize them.
(Veterinary Basics Author 1)

III. Front Desk Operations Mandatory (Tier 1- Lead)

Learning Cirriculum

Tier 1 CSR’s Should learn the Following tasks and be able to handle most
of these tasks with some understanding prior to 90 day probation and
ideally by week 7 or 8 of training.

● Learn to use the scheduling software and the phone system to book, confirm,
reschedule, or cancel appointments for clients and patients. Manage calendars
for multiple staff members and rooms, and handle any scheduling conflicts or
issues.
● Greet clients warmly, check their identification and paperwork, collect any
necessary information or samples, direct them to the appropriate room or area,
process their payments or insurance claims, provide them with receipts or
invoices, give them any medications or products, schedule their next
appointments, and thank them for their visit. Check in and check out clients and
patients smoothly and efficiently.
● Answer the phone professionally, place people on hold, attend multiple phone
lines at once, get the proper information from each calling client. Make sure no
phone call goes unanswered or longer than three rings.
● Direct all incoming labwork and faxes to the appropriate veterinarian, and
manage prescription faxes.
● Document all voicemails and phone calls/correspondences in the patients record.
● Learn the protocols and procedures for opening and closing the hospital

IV. Medical Records and Documentation/Note Taking

Critical CSR Duties;

Creating and updating patient files:

● As a Veterinary CSR, you will also be involved in creating and updating
patient files.

Introduction to Veterinary Client Service Representative Basics;

 ● You will need to create new files for new patients, enter their personal and
medical information into the system, scan or upload any documents (prior
records) or images that they provide, Etc.
● You will need to call their previous veterinarians to get a verbal or emailed copy
of the previous records so you can update the existing conditions and vaccines in
your computer- not to overlap vaccines, and to make sure any and all medical
alerts including patients temperament are marked PRIOR to them entering the
room with the DVM.
● You will also need to update existing files for returning patients, add any new
information or notes that they or their veterinarians provide, update their status
○ or history, etc. You will need to ensure that all patient files are accurate,
complete, and up-to-date.

This section will teach you how to create and update patient files using the computer system
and paper files.

- Entering data and notes into the system:

● Another task that you will have as a Veterinary CSR which is one of your most
CRUCIAL tasks is entering data an taking legible, direct, and informative notes
and entering these notes into the system. You will need to enter data such as
weights, temperatures, vital signs, lab results, etc.
● into the system for each patient.
● You will also need to enter notes such as observations, recommendations you or
the doctor has given, instructions for discharge,etc.
● *You will need to enter data and notes accurately, clearly, and promptly.*

Maintaining confidentiality and security:

● As a Veterinary CSR, you will also need to maintain confidentiality and security of
all medical records and documentation. You will need to follow the legal and
ethical standards of the veterinary profession, as well as the policies and
procedures of your new clinic. You will need to protect the privacy and rights of
clients and patients, and prevent any unauthorized access,
● Use, or disclosure of their information. You will also need to report any breaches
● or incidents that may occur. This section will explain the confidentiality and
security rules and regulations that you need to follow, and how to handle any
issues that may arise.

Inventory and Supplies- Ordering and receiving products and materials:

● As a Veterinary CSR, you will also be involved in ordering and receiving products
and materials for the clinic. You will need to order products such as medications,
vaccines, food, etc.
● from our suppliers, using the online system or the phone system.

Introduction to Veterinary Client Service Representative Basics;

● You will also need to receive products when they arrive at the clinic, check their
quantity and quality, verify their invoices, store them properly, etc.
● You will need to ensure that we have enough products in stock at all times, and
that we do not run out of anything that we need. By the the end of this manual
you will know how to order food from a manufacturer which is a tier 3 three job for
client services.

Organizing and stocking shelves and cabinets:

● Another task that you will have as a Veterinary CSR is organizing and stocking
shelves and cabinets in the clinic. You will need to organize products by category,
type, size, etc. on the shelves; or in the cabinets. You will also need to stock
products on the shelves or in the cabinets regularly, making sure that they are
easily accessible and visible.
● You will need to ensure that the shelves and cabinets are neat, clean, and orderly
at all times.
● This section will give you some tips on how to organize and stock shelves and
cabinets efficiently.

Monitoring expiration dates and quality control:

● As a Veterinary CSR, you will also need to monitor expiration dates and quality
control of products and materials in the clinic. You will need to check the
expiration dates of products such as medications, vaccines, food, etc. regularly,
and remove any expired or damaged products from the shelves or cabinets.
● You will also need to check the quality AND quantity of products such as
syringes, needles, bandages, etc. regularly, and discard any defective or
contaminated products from the shelves or cabinets.
● You will need to ensure that all products and materials are safe and
effective for use at all times.

-This section will teach you how to monitor expiration dates and quality
control of products and materials using the labels, scanners, or testers.

Disposing of waste and hazardous materials:

● Another responsibility that you will have as a Veterinary CSR is disposing of
waste and hazardous materials in the clinic.
● You will need to dispose of waste such as paper, plastic, cardboard, etc. in the
recycling bins or trash cans. You will also need to dispose of hazardous materials
such as sharps, biohazardous waste, chemicals, etc. in the designated
containers or bags.
● You will need to follow the safety protocols through OSHA (see page: ) and
procedures for handling and disposing of waste and hazardous materials.

Introduction to Veterinary Client Service Representative Basics;

● You will also need to report any spills or accidents that may occur. This section
will explain the safety protocols and procedures for disposing of waste and
hazardous materials in the clinic.

VI. Emergency and Critical Care- Recognizing signs of distress and

urgency:
● As a Veterinary CSR, you will also need to recognize signs of distress and
urgency in clients and patients. This can be tricky, as some clients are very
convincing.
● You will learn how to spot a true emergency, and how to give proper guidance to
emergency situations in this section. This section is CRUCIAL to read.
● You will need to identify patients who are in an emergency or critical
situation, such as trauma, poisoning, choking, bleeding, etc. often over the
phone from word of their owners.
● You will also need to assess their condition and severity, using tools such as
triage scales, vital signs monitors, etc.
● You will need to prioritize clients and patients who are in urgent need of care over
those who are not. This section will help you recognize signs of distress and
urgency in clients and patients using examples and scenarios.

- Assisting veterinarians and technicians in triage and treatment:

● Another task that you will have as a Veterinary CSR is assisting veterinarians and
technicians in triage and treatment of clients and patients who are in an
emergency or critical situation.
● You will need to assist veterinarians and technicians in performing tasks such as
taking histories, obtaining samples, administering medications, applying
bandages, and interphoning a Triage emergency.

I. Scheduling Appointments and Procedures

● Ask for the client's name, phone number, pet's name, and reason for the visit.
● Check the availability of the veterinarians, technicians, rooms, and equipment.
Use the hospital's scheduling software or calendar to find an open slot that
matches the client's needs and preferences.
● How to Avoid double-booking or overbooking unless absolutely necessary. How
to fix overbooking if it is accidentally scheduled.
● Confirm the date, time, location, and cost of the appointment or procedure with
the client. Repeat back the information to avoid any misunderstandings or errors.
● How to Inform the client of any special instructions or preparations they need to
follow before or after the visit.

Introduction to Veterinary Client Service Representative Basics;

● Send a reminder and a confirmation message to the client before the
appointment or procedure or visit. You can use phone calls, texts, emails, or
other methods depending on the client's preference.
● Update the schedule as needed. If there are any changes, delays, cancellations,
or emergencies, notify the client and the staff as soon as possible and
reschedule if necessary.
● Communicate with the staff what changes have been made.

V. Managing appointments and records

■ - How to schedule, confirm, cancel, and reschedule appointments
■ - How to use the practice management software to update client and
patient information
■ - How to access and file medical records, invoices, and receipts
■ - Cheat sheet: A step-by-step guide on how to use the software and the
filing system

IV. Handling common client questions and concerns

● - How to answer questions about pet health, nutrition, behavior, and
wellness
● - How to address concerns about pet emergencies, euthanasia, and
cremation
● - How to provide empathetic and compassionate communication
● - Cheat sheet: A list of common questions and answers, with links to
reliable sources of information
● - Stay calm and professional.
● - Listen actively and acknowledge their concerns.
● -Don't interrupt or argue with the client. Let them vent their feelings and
express their needs. -Repeat back what they said to show that you
understood them and validate their emotions.
● - Apologize for the way they feel, never for the hospital; and offer
solutions.
● - What to do If the client is unhappy with something that the hospital did or
didn't do
● - Know when to escalate or refer.
● - Follow up and document. After resolving the issue, follow up with the
client to make sure they are satisfied and thank them for their patience
and understanding.
● -Document the incident and the actions taken in the client's file or in a
separate log for future reference.

Introduction to Veterinary Client Service Representative Basics;

VI. Processing payments and transactions
● - How to accept and process various forms of payment, such as cash,
credit card, check, or insurance
● - How to handle discounts, refunds, and billing issues
● - How to balance the cash register and prepare the daily deposit
● - Cheat sheet: A summary of the payment policies and procedures, with
examples of common transactions

Introduction to Veterinary Client Service Representative Basics;