Description

Client Service & Billing Specialist
Monday-Friday, Occasional Weekends
Capital Veterinary Specialists, JAX
Jacksonville, FL

About You
The Client Service Representative & Charge Audit Specialist provides front-line client
service while supporting the financial accuracy and integrity of hospital billing. This role
serves as a primary point of contact for clients and patients within the Specialty Services
department and performs detailed charge auditing for both the Specialty and Emergency
Services. Responsibilities include managing client communications, scheduling
appointments, processing payments, and reviewing medical records to ensure services are
accurately documented and billed. The ideal candidate is highly organized, detail-oriented,
and able to collaborate effectively with clinical and administrative teams.

Your Experience & Skills
• 2-3 years of veterinary experience required.
• Experience in veterinary customer service, veterinary receptionist, hospital operations, billing, charge auditing, or revenue cycle processes strongly preferred.
• Strong attention to detail and ability to review clinical documentation for billing
accuracy.
• Excellent written and verbal communication, organizational, and multitasking skills.
• Proficiency with electronic medical record (EMR) systems, veterinary practice
management software, and standard office applications.

Capital Veterinary Specialists, JAX is looking for a CSR & Audit Charge Specialist to join us as part of the Thrive Pet
Healthcare community.
At Capital Veterinary Specialist, JAX, you’ll feel the warmth and culture of a small hospital. As a
hospital deeply rooted in the local community, you will experience the best of both
worlds: a genuine local culture with the benefits of Thrive's national resources.
About The Hospital

Capital Veterinary Specialists, JAX is an Emergency and Specialty Hospital located in Jacksonville, FL focusing on Emergency care, Surgery, and Internal Medicine.
Our hospital has an inclusive and rewarding work environment with clients from all backgrounds. We pride ourselves on patient care, accessibility for our staff and pet owners in the area, and staff morale. Positivity and professionalism are all equally important.
Our Emergency Department is open 24/7 and our Specialty Services are open Monday-Friday, serving Jacksonville, St. Johns, St. Augustine and surrounding areas.

You’re Willing And Able To
Client Service & Front Desk Operations
• Greet clients and patients warmly and professionally, creating a welcoming
environment.
• Manage check-in and check-out processes efficiently and accurately.
• Provide accurate information regarding hospital services, policies, and procedures.
• Address client questions and concerns with professionalism and empathy,
escalating issues when appropriate.
Phone & Communication Management
• Operate a multi-line phone system, directing calls to the appropriate department or
staff member.
• Respond to client inquiries in a timely and professional manner.
• Schedule and confirm appointments while coordinating with specialty service
teams to ensure efficient workflow.
• Manage and respond to hospital emails, ensuring prompt communication and
appropriate follow-up with clients and staff.
Financial Processing
• Process client payments including cash, credit card, and electronic payments.
• Perform end-of-day financial reconciliation and close-out procedures.
• Maintain accurate financial records and ensure proper documentation of
transactions.
Charge Auditing & Revenue Cycle Responsibilities
Audit Charges
• Review and audit medical records from both Specialty Services and Emergency
Services to verify that all services, procedures, diagnostics, and medications are
accurately captured and reflected on final invoices.
Identify Discrepancies
• Detect, analyze, and resolve billing errors such as missing charges, incorrect
coding, duplicate entries, or potential over/under-billing.
Ensure Compliance
• Maintain adherence to hospital billing policies, documentation standards, and
industry best practices to support accurate and compliant charge capture.
Collaborate with Clinical Staff
• Work closely with veterinarians, veterinary technicians, and clinical support staff to
clarify documentation and ensure all services performed are appropriately recorded
and billed.
Revenue Cycle Support
• Support the financial health of the hospital by improving charge capture accuracy
and reducing revenue leakage.
Billing Protocol Development
• Assist in the development, documentation, and maintenance of billing and charge
capture protocols to promote consistency and accuracy in hospital billing
practices.
• Create, review, and maintain hospital billing packages, ensuring they are up-to-date, accurate, and reflective of current services, procedures, and pricing standards
Outside Vendor Invoice Reconciliation
• Review and reconcile invoices from outside service providers (e.g., laboratories,
imaging services, or specialty vendors) to ensure services billed to the hospital are
accurately reflected on client invoices when applicable.
• Investigate discrepancies between vendor invoices, medical records, and client
billing to ensure proper cost capture and accurate financial reconciliation.
Market & Pricing Research
• Conduct research on veterinary service pricing within the local and regional market
to support competitive and appropriate hospital pricing strategies.
• Perform competitive benchmarking activities, including “ghost calls” to veterinary
practices when appropriate, to gather information on service pricing, fees, and
client service practices.
• Compile findings and provide insights to management to support informed pricing
and service decisions.
Staff Education
• Provide feedback to clinical staff regarding documentation standards and best
practices for accurate and complete charge capture.
Additional Responsibilities
• Assist with administrative and operational tasks to support the Specialty and
Emergency Services and Hospital Leadership Team.
• Maintain confidentiality and safeguard client, patient, and financial information in
accordance with hospital policies.
• Perform other administrative or operational duties as assigned by management
to support hospital operations and patient care.

You’ll Grow with Us
Here, you can grow your career as best fits you through access to comprehensive
learning and skillset programs. You can build your skills and earn credentials
through:
• Our vast, diverse, and free library of continuing education courses - ThriveU
• Live, virtual interactive workshops to develop valuable leadership skills
• A program designed to teach you the fundamentals of running a pet hospital
And, with so many locations nationwide, you can find and move into any specialty,
hospital type, or environment. Join us and provide your best care at a clinic that is
deeply rooted within its community and bolstered by the resources of Thrive Pet
Healthcare.

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- and long- term disability plans, we offer eligible team members:
• Competitive pay
• 401(k) with employer match
• Mental health resources, including easy access to therapy through Lyra
Health
• Paid parental leave
• Purr-ental leave for when you adopt a pet
• Subsidized backup childcare and elder care
• Expert advice, support and network discounts for fertility and family planning
• FREE CE courses
• Pet perks and veterinary service discounts
• Student loan support tools and assistance

*Some benefits shown are only for full-time team members who work 30 hours or more per week.
Certain Benefits may be subject to waiting periods or length of service requirements.

Compensation negotiable based on credentials and experience. The actual rate offered will carefully consider a wide
range of factors, including your skills, qualifications, experience, and location.

About Thrive
Thrive Pet Healthcare creates the future of pet well-being through medical
excellence, innovative technology, and a connected community of teams and
partners. Today, its network of 360+ primary, emergency, and specialty hospitals
across the U.S. cares for pets of all ages and health needs, while portfolio companies
provide tools and technology that help veterinary teams work smarter and deliver
better care. Thrive invests in its people-through mentorship, leadership programs,
continuing education, and well-being initiatives-so teams can grow and feel
supported. For pet owners, convenient solutions such as a mobile app, Thrive Plus
membership, HereFurYou Helpline, online booking, and flexible financial options
make accessing quality care simpler- giving families the peace of mind their pets
deserve. Learn more at thrivepetcare.com.

We welcome you to join our story and join where #WeThriveTogether