Lead Receptionist

Job Summary

The Lead Receptionist is the hospital’s primary point of contact, representing the front desk and serving as the first interaction for patients and clients. The role provides training and support to fellow receptionists, works closely with the Practice Manager, Principal Doctor, and Lead Veterinary Technician to oversee daily operations, and ensures the highest standard of care. By converting incoming calls into scheduled appointments and fostering client engagement, the Lead Receptionist sets a friendly and compassionate tone from the first interaction.

• Greet clients and patients in a positive, welcoming, and friendly manner.
• Maximize client call conversion by effectively managing incoming phone calls, addressing client needs, and scheduling appointments.
• Convert >20% of New Client incoming calls to scheduled appointments.
• Promote the practice’s Care Companion Plans and services during calls, educating clients and encouraging preventive care.
• Perform weekly proactive reminder phone calls to clients due or overdue for services, following the Client Reminder SOP.
• Administer essential reception duties, including answering calls, scheduling appointments, and handling patient intake and discharge.
• Perform cashier duties, including daily cash drawer reconciliation during opening and closing.
• Prepare and maintain thorough and accurate medical charts for all patients.
• Effectively manage patient flow to maximize efficiency of the veterinary team.
• Keep the reception area clean and inviting, supporting strong first impressions and smooth call‑to‑appointment transitions.
• Assist in recruiting new team members for the hospital.
• Train and mentor new and existing Receptionist team members.
• Ensure the Reception team completes all assigned duties before the end of the shift.
• Assist the Practice Manager with reception team scheduling.
• Manage hospital supplies, including inventory tracking and restocking.
• Takes an active role in hospital team meetings.

• Provide exceptional service by converting every client call into a booked appointment, demonstrating professionalism, attentiveness, and in-depth knowledge of services.
• Exhibit strong communication and organizational skills to manage client calls effectively, delivering accurate and personalized information that increases appointment conversion rates.
• Adapt to each client’s unique needs with empathy and responsiveness, enhancing client satisfaction and fostering long‑term relationships.
• Proactively resolve customer complaints, ensuring clients feel heard and valued, which promotes trust and repeat visits.

• Adhere to OSHA standards and company policies to maintain a safe and compliant workplace.
• Learn basic veterinary technical skills, such as animal restraint and lab duties, to support client service and streamline call and appointment flow.
• Take on additional responsibilities as assigned to contribute to overall team success and improve call‑to‑conversion efficiency.

• Convert incoming client calls into scheduled appointments using effective communication, relationship‑building, and problem‑solving skills.
• Motivate practice staff to deliver top‑tier customer service and patient‑centered care.
• Multitask efficiently in a fast‑paced environment while maintaining accuracy during busy call periods.
• Remain calm and focused while handling high call volumes and ensuring a positive caller experience.
• Learn new computer software systems (PIMs, scheduling, etc.) and use them to streamline client calls and appointments.
• Handle dogs, cats, and exotic animals.
• Type 40+ words per minute on a keyboard.
• Use basic MS Office products (Word, Excel) and email systems.
• Demonstrate strong customer service focus and adaptability to individual client needs.
• Exhibit excellent communication skills and empathy when managing emotional situations.

• High School Diploma or equivalent.
• Minimum 3 years of customer service experience (front‑desk experience preferred).
• 1+ year of computer experience (typing, email, other software).
• Veterinary experience is a plus.