Client Services Lead

Southern Oregon Veterinary Specialty Center•Central Point, OR

5d•Onsite

About The Position

The Client Services Lead plays a critical role in ensuring a seamless, compassionate, and welcoming experience at Southern Oregon Veterinary Specialty Center (SOVSC). Acting as both a front-line operational asset and a departmental coordinator, the Lead is responsible for overseeing the Client Services department during their shift. The Client Services Lead provides excellent client and patient care by assigning staff to roles based on skill level, managing client and patient traffic and triage throughout the day in close conjunction with the DVM and Technician Lead, and facilitating financial conversations and administrative workflows. This position actively participates in training, addresses interpersonal or client challenges, ensures strict adherence to hospital policy updates, and proactively promotes an efficient, positive working environment.

Requirements

Same skill and knowledge as described in the Client Services Representative and Client Services Liaison Job Description.
Training will be provided to ensure an individual is at a Client Services Liaison skill level
Basic reading, writing, and arithmetic skills are required.
Must have completed Radiation Use & Safety and have a current dosimeter.
Must have completed Pharmacy & Cubex training.
Basic computer literacy with competency in veterinary software including SmartFlow, EzyVet, PayJunction, Care Credit, Scratch Pay, Microsoft programs and applications along with internet browser functionality
A Lead must be able to perform the duties listed above, even on very busy shifts.
Maintains calm under pressure

Nice To Haves

A minimum of 1 years’ experience in a veterinary setting is preferred (or other relevant experience in the medical industry or supervisory role)
Must be willing and able to complete Client Services Representative and Client Services Liaison full training within 90 days of accepting this role.

Responsibilities

Assigns tasks based on skill level; coordinates incoming shift handoffs, lunch breaks, and departmental traffic.
Documents staff callouts and independently coordinates shift coverage; deploys staff to support other departments during shortages.
Provides real-time coaching and produces written documentation to supervisor, and participates in performance feedback.
Coordinates training programs, champions new initiatives, and enforces strict policy compliance.
Attends leadership meetings; maintains strict operational staff confidentiality.
Manages complex client issues; updates owners on wait times, medical statuses, and lab/radiology results under DVM guidance.
Tracks hospital diversion status with the DVM/Technician Lead; manages the central communication board and intercom.
Guides clients through the triage process, processes euthanasia requests, and coordinates pet ash pickups.
Quotes fees, delivers shift financial updates, presents medical treatment plans, and processes deposits, payments, and refunds.
Assists clients with CareCredit and Scratch Pay applications.
Executes efficient client check-ins; handles medical records requests, document scanning, and incoming lab/radiology paperwork.
Manages prescription call-ins; coordinates with the pharmacy team to verify and prepare discharge medications.
Flags potential isolation cases on arrival and executes strict disinfection protocols.
Assists with animal handling/restraint, radiology protective gear, completing lab forms, and basic patient comfort (feeding, walking) as directed.
Follows checklists to keep the lobby, exam rooms, coffee bar, and bathrooms clean and stocked.
Maintains workplace scales, printers, and monitors front-office supply levels.
Other duties as assigned.