Client Services Lead

Key Responsibilities

• Lead and support the Client Service Representative team in daily operations.
• Provide exceptional client service and set the standard for professionalism and empathy.
• Oversee front desk workflow, including scheduling, patient check-in/check-out, and financial transactions.
• Train, mentor, and onboard new CSR team members.
• Assist in creating and maintaining standard operating procedures (SOPs).
• Ensure accuracy in medical records, estimates, and invoices.
• Address client concerns with professionalism and resolve issues effectively.
• Collaborate with hospital leadership to improve efficiency and client satisfaction.
• Monitor schedules to optimize appointment flow and maximize hospital productivity.
• Support hospital initiatives, promotions, and client communication strategies.
• Maintain a clean, organized, and welcoming reception area.

Qualifications

• Minimum of 2 years of customer service experience in a veterinary or medical setting required.
• Previous leadership or supervisory experience preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to multitask and remain composed in a fast-paced environment.
• Proficiency with veterinary practice management software (Avimark experience is a plus).
• Financial and administrative experience, including handling payments and estimates.
• High school diploma or equivalent required.

Preferred Skills

• Familiarity with AllyDVM, Vetstoria, or similar communication platforms.
• Strong conflict resolution and team development skills.
• Commitment to continuous improvement and leadership growth.