Job Description

Description

Position at Thrive Pet Healthcare

Lead Client Service Representative - Thrive Urgent Care 

Turnersville, NJ

Full-Time (including weekend rotations)

Thrive Urgent Care, located in Turnersville, New Jersey is conveniently located just outside of Philadelphia in South Jersey. We are looking for an energetic, motivated individual to join our team as part of Thrive Pet Healthcare's community. 

The team at Thrive Turnersville is a friendly, welcoming team that supports one another in growth, mentorship, and a friendly culture. As part of a large community of hospitals located in a local community, you will enjoy getting to know clients and having the benefits of Thrive's resources nationally. 

Experience and Skill Requirements

• 3+ years of veterinary client service experience required; leadership or supervisory experience strongly preferred.
• Strong organizational, communication, and conflict resolution skills.
• Knowledge of veterinary medical terminology, patient record systems (Vetspire, Cornerstone, or something similar), and payment processing.
• Ability to multitask in a fast-paced environment with empathy, efficiency, and attention to detail.
• Commitment to delivering outstanding client service while supporting hospital goals.
• Able to remain calm in stressful situations
• Ability to show empathy and compassion with clients and team members
• Is not afraid to face challenges and work through obstacles in the moment
• Schedule flexibility

The client service team at Thrive Urgent Care creates value and experience from the first call a client makes to the hospital. Our entire team strives to be collaborative, supportive, dedicated , and devoted to each other and the community.  Our team is a close team that is not afraid to step outside of any comfort zones to help one another,  They are supportive, collaborative, and want each other to succeed.  We also believe that having fun in our day while remaining productive is a great motivator!

Primary Job Responsibilities:   

• Responsible for ensuring great client service during all interactions
• Answering high volume calls and prioritizing importance of calls
• Monitor client flow from check-in to check-out
• Records Management
• Data Entry
• Accurately relay information to clients
• Process payment transactions
• Ability to prioritize client/patient flow based on presenting symptoms and presentation
• Work closely with team members and remain cooperative and respectful 
• Delegate and oversee daily CSR workflow to ensure efficiency, professionalism, and client satisfaction.
• Supervise, coach, and mentor CSRs to strengthen skills, improve morale, and support professional development.
• Act as liaison between CSR team and management; communicate hospital goals and updates clearly.
• Support accurate client communication, medical recordkeeping, appointment scheduling, and patient check-in/out.
• Oversee front desk operations including invoicing, payment processing, and account management.
• Assist Practice Manager with scheduling, staffing needs, overtime approvals, and training initiatives.
• Participate in leadership meetings and provide input on hospital goals, performance, and workflow improvements.
• Uphold hospital policies, set a positive example for professionalism, and model core values daily.
• Provide direct client service: greet clients warmly, answer phones, resolve concerns, and ensure an excellent experience.
• Support special projects, implementation of new processes, and other duties as assigned.

About the hospital:

Thrive Urgent Care in Turnersville, NJ is a large, modern facility close to 3 other Thrive network hospitals which helps a local network of general practice, emergency, urgent care, and some specialty. We are currently open 7 days a week 10am to 10pm, closed holidays. We are a fairly new hospital that has build an amazing reputation for good client service, compassion, and empathy. We are conveniently accessible to families on their way to vacation at the beaches with their fur babies in case they have an urgent veterinary need.

Benefits - our care in action

Thrive offers a suite of benefits to support team members' emotional, physical, professional, and financial wellbeing. In addition to our health and life insurance, and short-term and long-term disability plans, we offer eligible team members:

• Competitive pay
• 401(K) with employer match
• Mental health resources including 24/7 access to Lyra Health
• Paid parental leave
• Purr-ental leave for pet adoption
• Employer sponsored childcare and elder care
• Discretionary funds and FREE CE courses
• Pet Perks and veterinary service discounts
• Student Loan Management
• Paid bereavement for direct family members, including pets.

Compensation negotiable based on credentials and experience with a hourly pay rate starting at $22- $23/ hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.  

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