Lead Veterinary Receptionist

Companion Pet Partners, LLC•Palo Alto, CA

26d•Onsite

About The Position

Midtown Veterinary Hospital is a boutique general practice nestled in the heart of Silicon Valley in Palo Alto, California. Our modern, spacious facility is designed with both efficiency and comfort in mind, enabling us to deliver outstanding wellness, preventative, and urgent care services in a location that offers the perfect blend of community feel and city convenience. Our tight-knit team thrives on exceptional collaboration and a deep commitment to both patient care and workplace positivity. We've purposefully built dedicated wellness spaces into our practice—including a fully stocked snack room and a tranquil outdoor break area—creating an environment where great care starts with well-cared-for people. As a full-time Lead Client Care Representative, you'll serve as the welcoming face and front-line leader of our veterinary practice. In this key role, you'll create exceptional first impressions for our clients while guiding and supporting our Client Care team to deliver outstanding service every day. You'll be the compassionate bridge between our clients and their pets' care, helping pet parents navigate appointments, answering questions, and ensuring a seamless reception experience. As the lead for our Client Care team, you'll provide coaching, training, and day-to-day support, helping maintain efficient front desk operations, consistent service standards, and a positive, collaborative work environment. This role combines your leadership skills, organizational abilities, and genuine love for animals to help our team provide exceptional veterinary care and an outstanding client experience.

Requirements

High School Diploma/GED or equivalent required
5+ years of customer service experience in an animal hospital
Knowledge of veterinary terminology, protocols, and softwares
Manage cash handling and financial transactions
Strong leadership abilities with experience supervising and developing team members
Exceptional organizational skills and attention to detail
Superior customer service orientation with a professional, friendly demeanor
Excellent ability to multi-task in a fast-paced environment
Strong problem-solving skills with a solutions-focused approach
Proficiency with computer systems and practice management software
Clear, effective communication skills both verbally and in writing
Flexible and adaptable approach to changing priorities and challenges
Financial acumen for handling transactions and reporting

Nice To Haves

Supervisory experience is a plus

Responsibilities

Create exceptional first impressions by warmly greeting clients and their pets, making them feel welcome and valued.
Provide day-to-day guidance, mentorship, and support to Client Care Representatives, fostering a collaborative, positive environment.
Promote exceptional client service, accountability, and continuous growth within the Client Care team.
Skillfully manage multi-line phone systems, gather and document important information accurately.
Convey pet care instructions clearly and compassionately.
Masterfully schedule, confirm, and manage appointments.
Efficiently handle check-ins and check-outs with proper documentation.
Oversee daily Client Care operations by coordinating patient flow.
Ensure schedules and medical records are accurate and prepared.
Partner with the veterinary team to keep the hospital running efficiently.
Support teammates throughout the day.
Maintain an inviting, clean, and organized reception area.