Your First Point of Contact at MedVet: Our Client Service Team

When you step through the doors of MedVet, you will be greeted by our dedicated Client Service Representatives (CSRs). These professionals are the first faces you will see, and they are committed to making your visit as smooth and stress-free as possible. They welcome you, check your pet in, escort you to the exam rooms, and facilitate communication between pet owners and the caregiving team.

If you call MedVet, they are also the team members who answer the phone, provide information, and answer your questions. Whether you call us or visit one of our hospitals, our Client Service team provides compassionate and efficient support, ensuring that you and your beloved pets feel welcome and cared for from the moment you call or arrive.

Terri Drumm is one of the Client Service team members you will meet at MedVet Dayton if you visit or call during overnight hours. She has been a valuable part of our organization for 12 years. Below, she shares her experience.

What is a typical day like for a Client Service Representative?

A typical day for a CSR is anything but typical. We never know what’s coming through the door from one minute to the next. The overnight hours are often busy with calls from concerned pet owners and urgent cases. Despite the unpredictability, it’s this very element that I love most about my role. Each shift brings new challenges and opportunities to make a real difference in the lives of pets and their owners.

Do you have a memorable moment as a Client Service Representative?

One of the most memorable aspects of my job as a CSR is the strong friendships I’ve formed over the past 12 years. I’ve had the pleasure of working with many great people and have made lasting friendships. Our team is truly excellent, and I genuinely enjoy being a part of it.

What’s one thing you wish people knew about your role?

It’s hard to pinpoint just one thing, but if I had to choose, I would say it is the incredible people I’ve worked with and the knowledge I’ve gained. Each shift, I try to learn something new about the veterinary profession, especially during triage intake. Expanding my knowledge and being able to help in meaningful ways is one of the best parts of my job.

What advice would you give someone about becoming a veterinary Client Service Representative?

You need to be a good communicator and remain calm, especially in an ER setting. The ability to handle urgent situations and relay information accurately from pet owners to technicians and other caregivers is vital. The job is never boring and is quite interesting. Being a good listener and multitasking are also essential skills. It’s a rewarding role, but it requires dedication and a genuine passion for helping both pets and their owners.

What is the most rewarding part of your job?

The most rewarding part of my job is the countless thank-yous we receive nightly. Knowing that I’ve made someone’s life a little easier by being there to listen, provide information, and relay concerns to the doctors and caregiving team is incredibly fulfilling. It’s a good feeling to know that I’ve made a difference.

I am truly proud to work for MedVet. If I didn’t love it, I wouldn’t have stayed for 12 years. I genuinely enjoy my job and am very grateful to be part of this organization.

Visit our Pet Care Resources library for more pet health and safety information.