Client Care Lead

Central Texas Veterinary Specialty Hospital; Round Rock (TX); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Complimentary Short Term Disability

Complimentary Life Insurance

Headspace EAP

401K with company match

Paid time off

Dental Insurance

Vision Insurance

DailyPay on Demand

Job summary

Central Texas Veterinary Specialty and Emergency Hospital - Austin is seeking a Lead Client Care Representative to guide the front-of-house team and ensure a smooth, compassionate client experience. You will train staff, handle scheduling, and coordinate with the Client Care Manager to support hospital operations.

You’ll manage client communications across calls, emails, and chats, oversee check-ins and invoicing, and maintain a calm, professional demeanor in a fast-paced environment while

Qualifications

• 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 preferred.
• Experience with Microsoft Office and/or Google Workspace products.
• Strong communication, multitasking, and time-management skills.
• Collaborative team player able to stay calm under pressure.
• Willingness to work nights, weekends, and holidays as needed.

Responsibilities

• Train new team members on procedures and terminology.
• Lead and support Client Care Representatives.
• Respond to calls, emails, text messages, and chats according to urgency.
• Welcome clients, complete check-ins, and manage visitation status in the system.
• Audit patient visits and invoices in the practice management system.
• Triage cases and communicate with clients and hospital staff.

Skills

Communication

Multitasking

Time management

Team collaboration

Work under pressure

Night/weekend availability

Education

High school diploma or GED

Tools

Microsoft Office

Google Workspace

Job description

Lead Client Care Representative

Central Texas Veterinary Specialty and Emergency Hospital - Austin

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.

What You’ll Do

• 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.

What You’ll Bring

• 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.

Physical Requirements and Work Environment

• 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 Program (Headspace)
• 401K with 100% company match up to 3% and 4% company match for your 5% of contributions, eligible after 6 months of employment
• Florida Blue Insurance Plans with 3 tiered options; Kaiser for CA Residents
• Flexible Spending Account, Health Savings Account or Health Reimbursement Account options
• United Healthcare Dental Insurance; includes a 100% paid premium option for team members
• United Healthcare Vision Insurance options
• Long Term Disability option (paid for by employee)
• Progyny-Fertility and Family Building Support
• Team Member Discounts for Pet Care
• Paid time off-inclusive of sick, personal, and vacation
• Digital Musculoskeletal Support
• Referral Bonus Program
• DailyPay on Demand
• Partnership with Purdue Veterinary Technology Program
• Pay: $23-26/hour, depending on experience

We are a proud United Veterinary Care Partner hospital. United Veterinary Care supports the unique culture and individuality of each partner hospital while empowering the hospital teams in their care for patients.

United Veterinary Care provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.