Veterinary Receptionist Team Leader

Innovetive Petcare•Franklin, MA

44d•Onsite

About The Position

Reception Team Leader (Veterinary) Acorn Animal Hospital – Franklin, Massachusetts Acorn Animal Hospital is seeking an experienced and client-focused Reception Team Leader to guide our front-desk operations and deliver an exceptional client and patient experience. This leadership role combines hands-on veterinary receptionist duties with team supervision, scheduling coordination, and service excellence initiatives. As the first point of contact for clients and visitors, the Reception Team Leader represents the hospital’s professionalism, compassion, and commitment to outstanding veterinary care. This position partners closely with the Hospital Administrator to ensure a high-performing reception team, smooth daily workflow, and strong client satisfaction. Some of the responsibilities you will own in this role: Front Desk & Client Experience Greet clients and patients warmly and professionally in person and by phone Answer multi-line phones efficiently and route medical questions appropriately Build strong client relationships and convert prospective callers into clients Communicate estimates, fees, and hospital policies with clarity and empathy Manage client correspondence including reminders, follow-ups, and sympathy communications Maintain accurate client and patient records in veterinary practice software Reception Team Leadership Supervise, coach, and support the veterinary reception team Partner with the Hospital Administrator on staffing, scheduling, and performance management Assist with recruitment, onboarding, and training of reception team members Monitor and improve client service standards and front-desk workflows Lead adoption of new technologies and process improvements Address team concerns and foster a positive, collaborative culture Scheduling & Patient Flow Coordination Maintain efficient veterinarian appointment scheduling Screen urgent cases and prioritize patient needs appropriately Coordinate admissions, discharges, and patient transfers Prepare invoices, estimates, and certificates accurately Process payments and maintain financial records Facility & Operations Support Maintain a clean, organized, and welcoming lobby environment Support upkeep and troubleshooting of front-office equipment Ensure compliance with hospital policies, safety standards, and core values

Requirements

High school diploma or equivalent required
Proficiency with computers, email, and communication tools
Excellent communication, multitasking, and conflict-resolution skills
Passion for animal care and client service
Professional, mature, and compassionate demeanor
Team-oriented with strong interpersonal skills
Ability to remain calm and effective in fast-paced or emotional situations
Ability to lift and carry animals (assisted for pets over 40 lbs)
Exposure to animal-related odors, noise, and zoonotic disease risks
Potential exposure to bites or scratches

Nice To Haves

Customer service or hospitality background preferred
Veterinary practice management software experience preferred
Experience in a busy front-desk, medical office, or veterinary setting preferred
Prior supervisory or team-lead experience strongly preferred

Responsibilities

Greet clients and patients warmly and professionally in person and by phone
Answer multi-line phones efficiently and route medical questions appropriately
Build strong client relationships and convert prospective callers into clients
Communicate estimates, fees, and hospital policies with clarity and empathy
Manage client correspondence including reminders, follow-ups, and sympathy communications
Maintain accurate client and patient records in veterinary practice software
Supervise, coach, and support the veterinary reception team
Partner with the Hospital Administrator on staffing, scheduling, and performance management
Assist with recruitment, onboarding, and training of reception team members
Monitor and improve client service standards and front-desk workflows
Lead adoption of new technologies and process improvements
Address team concerns and foster a positive, collaborative culture
Maintain efficient veterinarian appointment scheduling
Screen urgent cases and prioritize patient needs appropriately
Coordinate admissions, discharges, and patient transfers
Prepare invoices, estimates, and certificates accurately
Process payments and maintain financial records
Maintain a clean, organized, and welcoming lobby environment
Support upkeep and troubleshooting of front-office equipment
Ensure compliance with hospital policies, safety standards, and core values