Lead Veterinary Receptionist

About the role

Animal Care Hospital is seeking an outgoing Lead Client Service Representative (CSR) to serve as the welcoming face of our hospital and provide leadership to our client service team. In this fast-paced role, you will create exceptional client experiences, build trust through compassionate service, manage appointments and daily patient flow, handle multi-line phones and in-person interactions, process transactions, and support clients with essential information about our services. As a Lead CSR, you will also help guide and support the front-desk team through training and mentorship, team scheduling, hospital workflow management, conflict resolution, inventory management, marketing initiatives, and safety initiatives. You will help ensure team members follow established safety protocols while maintaining a positive, organized, and collaborative environment.

Responsibilities

• Create exceptional client experiences
• Build trust through compassionate service
• Manage appointments and daily patient flow
• Handle multi-line phones and in-person interactions
• Process transactions
• Support clients with essential information about our services
• Guide and support the front-desk team through training and mentorship
• Team scheduling
• Hospital workflow management
• Conflict resolution
• Inventory management
• Marketing initiatives
• Safety initiatives
• Ensure team members follow established safety protocols
• Maintain a positive, organized, and collaborative environment

Qualifications

• 3+ years of experience in a customer service, reception, or client-facing role
• Previous veterinary receptionist or healthcare-related front-desk experience preferred
• Previous leadership, training, or team coordination experience preferred

Skills

• Ability to manage a multi-phone line system while assisting in-person clients
• Experience working with veterinary practice management software, especially Cornerstone, preferred
• Exceptional verbal and written communication skills
• Ability to provide compassionate, professional service to clients during both routine and emotionally sensitive situations
• Strong organizational and time management skills
• Experience scheduling appointments and coordinating calendars preferred
• Ability to accurately process payments and maintain financial records
• Ability to support team scheduling, workflow, training, and mentorship
• Strong problem-solving and conflict-resolution skills
• Ability to assist with inventory management and marketing initiatives
• Commitment to maintaining and reinforcing hospital safety protocols
• Positive attitude and willingness to collaborate with a team
• Ability to remain calm, professional, and solution-oriented during busy periods

Benefits

• Health package: Medical, dental, and vision insurance
• Life insurance and disability
• Employee Assistance Program (EAP)
• 401k with company match
• Paid time off in accordance with site policy and applicable law
• Vacation and sick leave (as applicable)
• Personal pet discount
• Uniform allowance
• Part-time team members may be eligible for limited benefits in accordance with company policy and state law

Pay

$18–$20 per hour (for each hour worked)