Lead Veterinary Receptionist
About The Position
East Greenbush Animal Hospital is hiring a full-time Lead Client Services Representative to lead the front desk, set a standard for client service, and support team excellence. The role guides and mentors the front desk team, promotes smooth workflow, and helps deliver exceptional client experiences. The Lead Client Services Representative discusses procedures, coordinates appointments, and anticipates client needs to strengthen relationships and support patient care. The position supports daily front desk operations, including client communication, scheduling, check-in and check-out, invoicing, estimates, and payment processing. It also involves coaching and onboarding team members, assisting with escalated calls, coordinating with clinical and management staff, and identifying ways to improve front desk processes and the client experience. The hospital is a progressive, five-doctor small-animal practice near Albany, New York. It offers preventative care, surgery, dentistry, internal medicine, and diagnostic services in a paperless, 7,200-square-foot facility.
Requirements
- At least 2 years of veterinary experience.
- Strong leadership and organizational skills.
- Excellent communication and interpersonal abilities.
- Genuine love for animals and a desire to contribute to their well-being.
Nice To Haves
- Proficiency in veterinary software systems.
Responsibilities
- Deliver compassionate client service and set the tone for the front desk.
- Serve as a resource for client service representatives, providing support, guidance, and on-the-job coaching.
- Assist with training and onboarding new front desk team members.
- Help resolve conflicts among front desk staff.
- Screen telephone calls calmly, professionally, and empathetically, and assist the Practice Manager with escalated calls.
- Ensure accurate scheduling, check-in and check-out, and client communication.
- Maintain strong knowledge of hospital services, policies, and pricing.
- Support daily workflow through effective communication 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 front desk organization and efficiency.
- Identify opportunities to improve client experience and front desk processes.
- Adapt to a fast-paced, emotional, and changing environment.
Benefits
- Medical, dental, and vision insurance.
- Paid time off.
- 401(k) plan for full-time employees.
- Professional development opportunities.
- Employee pet discount.
- $1,500 sign-on bonus.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
