Client Service Supervisor

Innovetive Petcare; Wyoming (MA); On-site; USD 50,000 - 56,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental insurance

Vision insurance

Employee discounts

Flexible schedules

401K with company match

Paid days off for continuing education

Training and career development

Job summary

Innovetive Petcare's Melrose Animal Clinic is looking for a Client Service Supervisor to manage front desk operations, lead the client care team, and ensure exceptional service to clients and pets. The ideal candidate must have experience in veterinary reception or medical front office, along with strong leadership and communication skills. Benefits include paid time off, health insurance, and a 401K with company match. Join us to enhance your career in a fast-paced, rewarding environment.

Qualifications

• Previous experience in veterinary reception or medical front office required.
• Strong understanding of client service best practices.
• Highly organized with strong multitasking abilities.

Responsibilities

• Lead and support the front desk/client care team.
• Manage appointment scheduling and client communication.
• Ensure accurate data entry and financial processing.

Skills

Veterinary reception experience

Leadership

Communication skills

Conflict resolution

Multitasking

Tools

Veterinary practice management software

Job description

Client Service Supervisor

Department: Receptionists

Employment Type: Full Time

Location: Melrose, Massachusetts

Compensation: $24.00 - $27.00 / hour

Description

Melrose Animal Clinic

At Melrose Animal Clinic, we are dedicated to providing exceptional veterinary care and outstanding client service to pets and their families. Our team takes pride in creating a welcoming, compassionate, and efficient environment for every visit. We are seeking an experienced and motivated Front Desk Manager to lead our client care team and oversee daily front office operations.

The Front Desk Manager is responsible for managing the day-to-day operations of the reception area while leading the client care team to deliver exceptional service. This role ensures smooth front desk workflows, supports staff development, maintains administrative accuracy, and helps create a positive client experience from check-in through check-out.

The ideal candidate has prior veterinary or medical front office experience, leadership skills, and the ability to thrive in a fast-paced clinical environment.

Key Responsibilities

• Lead, coach, and support the front desk/client care team in daily operations
• Oversee front desk scheduling to ensure adequate coverage and workflow efficiency
• Greet clients and patients while modeling exceptional customer service standards
• Manage high-volume phone lines and ensure prompt, professional communication
• Train team members to differentiate routine appointments from urgent/emergency cases
• Oversee appointment scheduling and calendar optimization
• Ensure accurate entry of client, patient, and financial data into practice management software
• Review and monitor invoice generation, payment processing, and financial accuracy
• Assist team in explaining invoices, treatment plans, and payment expectations to clients
• Oversee retrieval, filing, and maintenance of medical records
• Partner with veterinarians and technical staff to support smooth patient flow
• Monitor front desk KPIs, workflow bottlenecks, and client service standards
• Address client concerns professionally and elevate when appropriate
• Maintain cleanliness, organization, and professionalism of reception/lobby areas
• Assist with hiring, onboarding, training, and performance coaching for front desk team members
• Support practice leadership with administrative projects and reporting as needed

This is not a complete list of duties. Responsibilities may change based on clinic needs and operational priorities.

Skills Knowledge and Expertise

• Previous experience in veterinary reception, medical front office, or animal hospital administration required
• Prior leadership, supervisory, or management experience preferred
• Strong understanding of veterinary practice workflows and client service best practices
• Excellent communication, conflict resolution, and interpersonal skills
• Highly organized with strong multitasking abilities
• Experience with veterinary practice management software preferred
• Comfortable managing high-volume client interactions in a fast-paced environment
• Positive, proactive, and team-oriented leadership style

Benefits

• Paid time off
• Health insurance
• Dental Insurance
• Vision insurance
• Employee discounts
• Flexible schedules
• 401K with company match
• Paid days off for CE and robust CE allowance
• Training and career development

If you’re an experienced veterinary client service professional ready to take the next step in leadership, apply today to join Melrose Animal Clinic as our next Front Desk Manager!