Lead Veterinary Receptionist/ Office Manager

Alliance Animal Health•Indianapolis, IN

About The Position

The Paw Patch Veterinary Hospital is seeking a highly organized, compassionate, and motivated Office Manager/Lead Client Service Representative to combine leadership, administrative oversight, and front-desk service. The role supports an exceptional experience for clients, patients, and staff in a busy small-animal veterinary hospital. The ideal candidate is positive, solutions-focused, communicates effectively, and is passionate about supporting a veterinary care team. The position supervises and supports the Client Service Representative team, coordinates schedules and front-desk workflows, and contributes to hiring, onboarding, and training. It also provides empathetic client service, oversees front-desk and daily office operations, assists with financial and compliance tasks, and coordinates communication among client service staff and veterinary teams. The role additionally supports marketing, social media, clinic initiatives, community outreach, and client education.

Requirements

Previous veterinary or medical reception experience is required.
Strong interpersonal, communication, and customer-service skills.
Excellent organization, time-management, and multitasking abilities.
Proficiency with veterinary practice software, Microsoft Office and Google Suite, email, online client communication platforms, and online clinic stores.
Ability to remain calm and professional in a fast-paced, emotional environment.
Reliability, adaptability, and commitment to collaborative teamwork.
Ability to sit, stand, and move throughout the day.
Comfort with occasional pet interactions in lobby settings.
Ability to lift up to 30 lbs as needed.

Nice To Haves

Leadership experience is strongly preferred.

Responsibilities

Supervise, mentor, and support the Client Service Representative team.
Assist with scheduling, workflow coordination, and delegation of front-desk duties.
Participate in hiring, onboarding, and training new CSR team members.
Model and reinforce a positive, respectful, and team-oriented work culture.
Address staff concerns, escalate issues to management when needed, and facilitate conflict resolution.
Assist in driving clinic initiatives for growth.
Schedule the CSR team, DVM team, and kennel team.
Assist with marketing using Canva and help manage social media platforms.
Provide high-quality, empathetic service to clients in person and over the phone.
Manage check-in and check-out processes, appointment scheduling, and medical record updates.
Handle client communication regarding estimates, invoices, patient status, and follow-up care.
Assist in resolving client concerns professionally and in alignment with hospital policies.
Ensure the front-desk area remains clean, organized, and efficient.
Oversee daily office operations to ensure smooth workflow and timely task completion.
Manage inventory of office supplies, forms, and front-desk materials.
Assist with invoice review, payment processing, and end-of-day balancing.
Maintain and update internal protocols, forms, and training materials.
Assist with compliance tasks, recordkeeping, and policy implementation.
Serve as a liaison between the CSR team, veterinary technicians, and veterinarians.
Communicate scheduling adjustments, client updates, and workflow needs to support seamless patient care.
Support hospital initiatives, community outreach, and client education efforts.