CSR Supervisor - Companion Animal Clinic

VetEvolve; Blacksburg (VA); In loco; USD 26.000 - 29.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, and vision coverage

401(k) retirement plan

Paid time off and holidays

Employee assistance program

Descrizione del lavoro

Companion Animal Clinic in Blacksburg, VA is seeking a Lead Client Service Representative to oversee front desk operations and ensure an exceptional client experience from check-in to check-out.

You will lead the client service team, coordinate with technicians and doctors, manage scheduling, records, and billing, and support staff development. Flexible hours and a comprehensive benefits package accompany this role.

Competenze

• High school diploma or equivalent required.
• Minimum of 3 years of veterinary client service experience.
• Prior leadership or training experience strongly preferred.
• Strong communication, organizational, and problem-solving skills.

Mansioni

• Model and reinforce exceptional client service standards through professional, empathetic, and responsive communication.
• Resolve escalated client issues promptly and professionally, ensuring client satisfaction while supporting team accountability.
• Coordinate patient flow with technicians and doctors to ensure timely and accurate information sharing.
• Maintain a welcoming and organized reception area.
• Provide day-to-day guidance and support to CSRs, ensuring consistency in service delivery and adherence to hospital protocols.
• Assist with hiring, onboarding, training, and mentoring new team members.
• Oversee appointment scheduling accuracy, patient record updates, and charge capture to ensure operational efficiency.

Conoscenze

Communication

Leadership

Organizational skills

Problem-solving

Empathy

Formazione

High school diploma or equivalent

Strumenti

Veterinary practice management software

Microsoft Office

Descrizione del lavoro

Companion Animal Clinic, located just a few miles from the Virginia–Maryland College of Veterinary Medicine in Blacksburg, Virginia, is a highly recognized practice focusing on companion animals and exotics. We have an established team of skilled veterinarians, one of which is experienced with exotics, and multiple LVTs on staff. Each veterinarian is supported by one to two assistants. In addition to being an AAHA practice, Companion Animal Clinic upholds a "No Poke Program" cultivated by our lead LVT to reduce stress and anxiety for pets. We offer a variety of equipment and capabilities including a surgical suite, dental suite with a dental x-ray, digital radiography, and ultrasound, as well as medical and vacation boarding!

Lead Client Service Representative

Compensation: $19–$21/hour, commensurate with licensure and experience

Position Summary

The Lead Client Service Representative (Lead CSR) serves as the primary point of contact for the hospital’s front desk operations and is responsible for ensuring an exceptional client experience from check-in to check-out. In addition to performing all standard CSR duties, the Lead CSR provides day-to-day leadership to the client service team, ensuring adherence to service standards, accuracy in recordkeeping, and smooth coordination between front desk operations and clinical teams.

Primary Responsibilities

• Model and reinforce exceptional client service standards through professional, empathetic, and responsive communication.
• Resolve escalated client issues promptly and professionally, ensuring client satisfaction while supporting team accountability.
• Partner with technicians and doctors to coordinate patient flow, ensuring timely and accurate information sharing.
• Maintain a welcoming and organized reception area.
• Provide day-to-day guidance and support to CSRs, ensuring consistency in service delivery and adherence to hospital protocols.
• Assist with hiring, onboarding, training, and mentoring new team members.
• Serve as a role model and first point of contact for team questions and support.
• Collaborate with the Practice Manager on staff scheduling, coverage, and performance feedback.
• Oversee appointment scheduling accuracy, patient record updates, and charge capture to ensure operational efficiency.
• Maintain client communication standards across phone, email, and written correspondence.
• Ensure accurate financial transactions, deposits, and reconciliation of end-of-day reports.
• Support hospital inventory management, over-the-counter product sales, and prescription processing.
• Partner with the Practice Manager to identify opportunities to improve front desk workflows, communication, and client satisfaction.
• Support hospital initiatives and events, including wellness campaigns and client education efforts.
• Maintain compliance with all safety, confidentiality, and patient care protocols.
• Perform all standard CSR duties as needed to support hospital operations.
• Other duties as assigned by the Practice Manager.

Qualifications

• High school diploma or equivalent required.
• Minimum of 3 years of veterinary client service or related experience required.
• Prior leadership or training experience is strongly preferred.
• Strong communication, organizational, and problem-solving skills.
• Demonstrated ability to lead by example and foster a positive, team-oriented work environment.
• Proficiency in veterinary practice management software, Microsoft Office, and basic scheduling and billing systems.
• Ability to handle sensitive and emotionally charged situations with professionalism and empathy.
• Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.
• Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.
• Professional, neat appearance consistent with hospital standards.

Hours

• Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations

Compensation And Benefits

• We offer a comprehensive benefits package that includes medical, dental, and vision coverage. In addition, employees are eligible to participate in our 401(k) retirement plan. Other benefits include paid time off, paid holidays and access to employee assistance program.