Walk into any veterinary practice on a Monday morning, and you can feel the pressure in the air. Phones are ringing off the hook, patients are lining up in the lobby, and the first face every client sees is that of a client service representative (CSR). They greet, they soothe, they schedule, and they multitask like pros—but behind that warm smile is often a person on the brink of burnout.
As a certified veterinary practice manager and founding board member of the North American Association of Veterinary Receptionists (NAAVR), I have seen firsthand how vital CSRs are to the success and spirit of a practice. Yet, they remain some of the most undervalued, under-supported, and under-recognized team members in the profession.
The role behind the desk
CSRs are far more than just receptionists. They are often grief counselors, conflict mediators, medical appointment strategists, tech support, billing experts, and social media responders—all rolled into one. Their role has evolved tremendously in the last decade, yet many practices have not caught up with what that truly means in terms of training, support, and recognition.
