Lead Veterinary Receptionist

Veterinary Practice Partners•Littleton, MA

9h•Onsite

About The Position

Middlesex Veterinary Center is hiring a full-time Lead Client Services Representative to be the knowledgeable, welcoming leader at our front desk, setting the standard for client service and team excellence. Guide and mentor the front desk team while ensuring smooth workflow and exceptional client experiences. Confidently discuss procedures, coordinate appointments, and anticipate client needs to support stronger relationships and better patient care.

Requirements

Previous experience in a veterinary or medical reception role is preferred.
Strong leadership and organizational skills.
Excellent communication and interpersonal abilities.
Proficiency in veterinary software systems is a plus.
A genuine love for animals and a desire to contribute to their well-being.

Responsibilities

Deliver outstanding, compassionate client service and set the tone for the front desk
Act as a go-to resource for CSRs, offering support, guidance, and on-the-job coaching
Assist with training and onboarding new front desk team members.
Resolving conflicts among front desk staff members.
Screening telephone calls calmly, professionally, and empathetically and assisting Practice Manager with escalated calls.
Ensure accurate scheduling, check-in/check-out, and client communication
Maintain strong knowledge of hospital services, policies, and pricing
Support daily workflow by communicating effectively with doctors, technicians, and management
Help ensure phones, emails, and online requests are handled promptly and consistently
Model reliability, professionalism, and a positive attitude
Assist with front desk coverage and scheduling needs as necessary
Ensure accurate invoicing, estimates, and payment processing
Help maintain organization and efficiency at the front desk
Identify opportunities to improve client experience and front desk processes
Adapt easily in a fast-paced, emotional, and ever-changing environment