Lead Veterinary Receptionist

About the Role

As a Lead Customer Service Representative (Lead CSR), you are a working leader who sets the tone for the hospital's first impression. You support daily front‑desk operations while providing essential guidance, coaching, and support to the CSR team. You maintain exceptional client experiences, reinforce service standards, and serve as the primary point of escalation for client and workflow issues. You partner closely with hospital leadership to ensure smooth operations, team alignment, and a positive, collaborative culture.

Responsibilities

• Lead by example: perform all core CSR duties including scheduling, check‑ins, and financial transactions while modeling service excellence, professionalism, and teamwork.
• Mentor the team: support onboarding and training of new CSRs, provide real‑time coaching, feedback, and development planning.
• Solve problems: act as the first point of escalation for client concerns and service recovery, use sound judgment to resolve issues, and identify workflow gaps for improvement.
• Drive communication: build strong relationships across departments (technicians, veterinarians, leadership) and handle sensitive or escalated client conversations with confidence and care.
• Manage operations: support daily front‑desk coverage, monitor client experience, and ensure accuracy of scheduling, records, and reporting.
• Champion culture: lead with integrity and empathy, maintain a calm, supportive presence during high‑volume situations, and reinforce hospital values.

Qualifications

• High school diploma or equivalent (required).
• Minimum of 2 years of customer service experience (required).
• Strong computer skills, including experience with scheduling systems and POS platforms.
• Excellent communication skills; ability to communicate clearly, empathetically, and professionally.
• Prior lead, senior, or mentoring experience (strongly preferred).
• Experience in veterinary, healthcare, or multi‑location service environments (preferred).

Benefits

• Comprehensive health, dental, and vision insurance.
• Employee Assistance Program (EAP).
• 401(k) retirement plan.
• Life insurance and short‑term disability options.
• Paid time off.
• Discounted veterinary care for your own pets.
• Free 24/7 access to doctors through Teladoc.

Compensation

A competitive hourly rate based on your experience and leadership role.

About Mission Pet Health

Mission Pet Health was founded by veterinarians on the belief that local practices thrive with clinical autonomy, collaboration, and medical excellence. The organization provides world‑class support to its 850+ hospital teams on a hyper‑local basis so they can focus on what matters most: the medicine, their patients, and their team culture. Driving the award‑winning culture are the WAG values – Work Together, Amaze, and Grow. Mission Pet Health is veterinarian‑led, people‑focused, and on a mission to be the best place to work in veterinary medicine. Recognized as a 2025 “Most Loved Workplace,” ranked #2 in America’s Top 100 and #1 in veterinary care.

Physical Requirements

• Ability to sit, stand, and walk for extended periods.
• Manual dexterity to operate computers and office equipment.
• Ability to communicate clearly with clients and team members.

Reasonable Accommodations

Applicants with disabilities may be entitled to reasonable accommodation. Please contact benefits@mvetpartners.com with your request and contact information.