Lead CSR

VetEvolve•Boynton Beach, FL

13d•Onsite

About The Position

VetEvolve is a network of veterinary practices dedicated to supporting the people who deliver care and the practices they lead. We combine clinical insight with operational strength to provide our teams with the necessary support, tools, and structure to thrive, while preserving the unique identity of each practice. Our focus on growth is intended to strengthen our practices, broaden access to care, and create more opportunities for our teams. We operate under the values: Care First. Better Together. Grow Forward. Own It. Our goal is to foster an environment where veterinary professionals can perform at their best, build fulfilling careers, and deliver exceptional care. We emphasize intentional growth and uncompromising care.

Requirements

High school diploma or equivalent required.
Minimum of 3 years of veterinary client service or related experience required.
Strong communication, organizational, and problem-solving skills.
Demonstrated ability to lead by example and foster a positive, team-oriented work environment.
Proficiency in veterinary practice management software, Microsoft Office, and basic scheduling and billing systems.
Ability to handle sensitive and emotionally charged situations with professionalism and empathy.
Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.
Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.
Professional, neat appearance consistent with hospital standards.

Nice To Haves

Prior leadership or training experience is strongly preferred.

Responsibilities

Model and reinforce exceptional client service standards through professional, empathetic, and responsive communication.
Resolve escalated client issues promptly and professionally, ensuring client satisfaction while supporting team accountability.
Partner with technicians and doctors to coordinate patient flow, ensuring timely and accurate information sharing.
Maintain a welcoming and organized reception area.
Provide day-to-day guidance and support to CSRs, ensuring consistency in service delivery and adherence to hospital protocols.
Assist with hiring, onboarding, training, and mentoring new team members.
Serve as a role model and first point of contact for team questions and support.
Collaborate with the Practice Manager on staff scheduling, coverage, and performance feedback.
Oversee appointment scheduling accuracy, patient record updates, and charge capture to ensure operational efficiency.
Maintain client communication standards across phone, email, and written correspondence.
Ensure accurate financial transactions, deposits, and reconciliation of end-of-day reports.
Support hospital inventory management, over-the-counter product sales, and prescription processing.
Partner with the Practice Manager to identify opportunities to improve front desk workflows, communication, and client satisfaction.
Support hospital initiatives and events, including wellness campaigns and client education efforts.
Maintain compliance with all safety, confidentiality, and patient care protocols.
Perform all standard CSR duties as needed to support hospital operations.
Other duties as assigned by the Practice Manager.