Lead Veterinary Receptionist/ Office Manager

Alliance Animal Health • Indianapolis, IN

2h

About The Position

The Paw Patch Veterinary Hospital is seeking a highly organized, compassionate, and motivated Office Manager/Lead Client Service Representative (CSR). This hybrid role combines leadership, administrative oversight, and front-desk service to support an exceptional experience for clients, patients, and staff. The position works with the CSR team, veterinary technicians, and veterinarians to coordinate communication and workflow in a busy small-animal hospital.

The role includes supervising and supporting client service staff; coordinating schedules and front-desk duties; participating in hiring, onboarding, and training; and helping maintain a positive, respectful team culture. It also provides empathetic client service, handles front-desk transactions and communications, supports daily office operations and administrative tasks, and assists with clinic initiatives, marketing, and social media.

This is a full-time position. The schedule may include rotating Saturdays.

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, 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 handling 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.
• Assist with and help manage social media platforms.
• Provide empathetic client service 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.
• Keep the front-desk area 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.

Benefits

• Health, dental, and vision insurance.
• Liability insurance.
• 401(k) and 401(k) matching program.
• Life and supplemental insurance.
• HSA and FSA.
• Employee Assistance Program.
• Paid vacation and sick time for all employees.
• Paid bereavement program.
• Paid parental leave program.
• Continuing education allowance for licensed, registered, or certified roles.
• Tuition reimbursement available for any AVMA-accredited veterinary technology program.
• Career development opportunities.
• Referral bonus program for most positions.
• Additional benefits may be available, such as personal pet discounts, holiday pay, uniform allowance, and bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed