Lead Veterinary Client Experience Specialist

VetEvolve; Forest (MS); On-site; USD 18,000 - 23,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) retirement plan

Paid time off (PTO)

Paid holidays

Employee assistance program

Job summary

VetEvolve is seeking a Lead Client Service Representative to join our veterinary hospital team in the United States. The Lead CSR will be the primary contact for front desk operations, guiding the client service team and ensuring exceptional client experiences from check-in to check-out.

Responsibilities include coordinating patient flow with clinicians, maintaining accurate records, and mentoring CSRs while supporting scheduling, billing, and inventory tasks.

Qualifications

• High school diploma or equivalent required.
• Minimum of 3 years of veterinary client service or related experience.
• Prior leadership or training experience strongly preferred.
• Proficiency in veterinary practice management software, Microsoft Office, and basic scheduling and billing systems.
• Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.

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.
• 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 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.
• Identify opportunities to improve front desk workflows and client satisfaction.
• Support hospital initiatives and events, including wellness campaigns and client education.

Skills

Communication

Organization

Problem solving

Leadership experience

Veterinary practice mgmt software

Microsoft Office

Scheduling/billing systems

Education

High school diploma or equivalent

Job description

VetEvolve is seeking a Lead Client Service Representative to join our veterinary hospital team in the United States. The Lead CSR will be the primary contact for front desk operations, guiding the client service team and ensuring exceptional client experiences from check-in to check-out.

Responsibilities include coordinating patient flow with clinicians, maintaining accurate records, and mentoring CSRs while supporting scheduling, billing, and inventory tasks.