Client Care Lead

Be the welcoming presence that sets the tone for exceptional veterinary care.

As our Lead Client Care Representative (LCCR), you will help create a smooth, supportive experience for every client who contacts or visits our hospital. Reporting directly to the Client Care Manager, you will lead the front-of-house team, support daily hospital operations, and serve as a trusted resource for both clients and colleagues. From the first greeting to the final checkout, you will help ensure every interaction is professional, compassionate, and efficient.

• Train new team members on office procedures, hospital flow, and veterinary medical terminology.
• Lead and support Client Care Representatives while demonstrating expert knowledge of all CCR responsibilities.
• Respond promptly and thoughtfully to incoming phone calls, emails, text messages, and chats based on the urgency of each situation.
• Welcome clients, complete check-ins, and determine visitation status in the practice management system.
• Maintain advanced knowledge of the practice management system, including auditing and reviewing patient visits and invoices.
• Apply triage criteria and a strong understanding of common veterinary terms, procedures, and conditions.
• Troubleshoot and manage communication between the hospital team and clients, promoting clear and consistent updates.
• Professionally resolve client concerns and maintain a calm, polished demeanor in a fast-paced, changing environment.
• Serve as the go-to resource for payment options, insurance information, and wellness programs.
• Manage inventory and supplies, general stocking, and the upkeep of lobby areas, exam rooms, and other client or patient areas.
• Oversee office equipment, computers, printers, and phones, and notify management when repairs are needed in reception or lobby areas.
• Complete opening and closing cash reconciliation, support accounts receivable as directed, and perform or review end-of-day balancing and closing procedures.
• Support staff performance management, including annual reviews and disciplinary actions led by the Client Care Manager.
• Help cover planned and unplanned CCR schedule changes.
• Perform clean-up duties involving animal bodily fluids and waste, including urine, feces, vomit, and blood.
• Take on other duties as assigned to support the team and hospital.

• High school diploma or GED.
• At least three years of experience in the client service industry.
• At least 12 months of veterinary experience; emergency experience is preferred.
• Experience with Microsoft Office and/or Google Workspace products.
• Strong communication, multitasking, and time-management skills.
• A collaborative approach and the ability to work effectively in a team setting.
• The ability to remain calm, professional, poised, and tactful under pressure.
• Willingness and ability to work nights, weekends, and holidays as business needs require.

• Ability to sit or stand at a computer station for extended periods.
• Ability to occasionally lift up to 30 pounds.
• Ability to maintain sustained contact with multiple animal species and learn safe handling, restraint, and working practices.
• Ability to work in a facility with multiple animal species without allergies that would prohibit performing the role.
• Comfort working in an environment where the noise level is normally moderate.

Schedule:

• Primarily night/weekend shift but will provide coverage as needed.
• Overtime may be required

Benefits Package:

• Complimentary Short Term Disability
• Complimentary Life Insurance; with options to purchase additional voluntary benefits for self or family
• Company Sponsored Employee Assistance…