PetNation is a 24/7 full-service animal hospital in Corktown, Toronto — GP, Emergency, Surgery, and Dentistry under one roof. We are a young clinic with a strong clinical foundation, and we are looking for a technician ready to work at the top of their scope.
The environment: 13,000 sq. ft. across four floors. 8 exam rooms, 2 surgical suites, a dedicated dental suite, CT, full-body and dental digital X-ray, ultrasound, and a full in-house lab. The caseload spans routine wellness to complex emergency — often on the same shift. We use AI-assisted workflow tools and run on Digitail as our practice management system.
We're 24/7, which means rotational scheduling across days, evenings, overnights, and weekends. We'll work with your availability where we can, and we're transparent about what the rotation looks like before you accept an offer.
What we're looking for:
The Client Service Representative (CSR) is the first voice a client hears, the first face they see, and the lasting impression we leave. This is not a simply receptionist role. It is a client experience role — and there is a meaningful difference.
We are looking for someone who has been trained to a high standard of service and knows exactly what that feels like in practice: anticipating a need before it is spoken, following through without being asked, making every interaction feel unhurried even when the floor is moving fast.
If you have built your instincts in a high-volume, hospitality-driven environment — one where excellence was not optional and every detail was held to account — and found yourself wanting more purpose and depth, this is where those instincts belong.
What Excellence looks like here:
Second-mile service is the baseline, not the exception. We do not stop at what was asked. We think one step ahead, flag what was missed, and follow through without being reminded.
Precision is a form of care. An accurate invoice, a properly documented record, a correctly reconciled till — these are not administrative tasks. They are acts of respect for the families trusting us with their pets and their finances.
Warmth is a discipline, not a mood. The family in front of you may be scared, exhausted, or grieving. Your calm presence, your full attention, your willingness to stay one moment longer than required — that is the work. Every time.
Responsibilities
Client Experience & Communication
- Welcome every client and their pet with genuine warmth and a calm, attentive presence — you set the tone for the entire visit
- Navigate emotionally charged situations with composure and empathy — our clients often arrive during some of their most difficult moments
- Communicate clearly and confidently about PetNation's Membership model, services, billing, and care pathways
- Triage incoming calls and walk-ins with urgency awareness, routing to the clinical team without friction or delay
- Initiate and follow up on appointment reminders, wellness outreach, and post-visit client communications
Billing, Accounts Receivable & Financial Accuracy
- Generate, present, and process invoices for services, medications, and retail items — with zero tolerance for error
- Collect payments and process insurance form submissions accurately and completely, every time
- Monitor and proactively follow up on outstanding client balances in accordance with PetNation's A/R protocols
- Reconcile end-of-day transactions and submit daily financial reports on time, without exception
- Maintain meticulous client account records: contact information, communication logs, billing history, and signed documentation
Scheduling & Operational Flow
- Manage appointment booking, surgical scheduling, and consultation coordination using Digitail (our practice management system)
- Monitor patient flow, room readiness, and clinical team availability — keeping the hospital moving without letting any client feel rushed
- Identify and communicate scheduling gaps or bottlenecks before they become problems
Facility, Inventory & Retail
- Maintain the reception area and all client-facing spaces to an immaculate, presentation-ready standard at all times
- Monitor, restock, and coordinate deliveries for front desk retail items — preventatives, food, and supplements
- Ensure client amenities are consistently available and thoughtfully presented
Qualifications
Required:
- 1–2 years of experience in a customer service, hospitality, or client-facing administrative role
- Demonstrated experience managing billing, cash handling, or financial transactions with a high degree of accuracy
- Comfort working in fast-paced, emotionally dynamic environments with competing demands
- Strong written and verbal communication skills — clear, warm, and professional
- Comfort with technology: practice management systems, digital scheduling tools, and payment platforms
Preferred:
- Experience in a veterinary clinic, medical office, or healthcare-adjacent front-of-house setting
- Familiarity with veterinary or medical practice management software (Digitail experience is a strong asset)
- Veterinary Office Administration certificate or related post-secondary credential
What We Offer
- Competitive compensation with a clear progression framework
- Shift premium incentives
- Discounted veterinary care for your own pets
- Ongoing training and professional development investment
- A mission-driven team that sees and develops your potential
- Centrally located in Corktown — TTC accessible
PetNation is an equal opportunity employer. We are committed to a diverse, inclusive team that reflects the communities we serve.
Pay: From $20.00 per hour
Benefits:
- Dental care
- Employee assistance program
- Flexible schedule
- Paid time off
- Vision care
Work Location: In person
