Lead Veterinary Client Service Specialist

Thrive Pet Healthcare; Lyndhurst (OH); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Paid time off

Parental leave (8 weeks)

Health insurance

Dental insurance

Vision insurance

401k

CE support

Pet perks

Scholarship opportunities

Job summary

Lyndhurst Animal Clinic, a Thrive Pet Healthcare Partner, is seeking a Full-time Lead Client Service Representative to lead the front desk team and ensure exceptional client experiences. You will coach CSRs, manage daily workflows, and maintain a calm, solutions-oriented environment.

The role supports onboarding, policy adherence, and collaboration with doctors and management to optimize scheduling and patient flow. Experience in veterinary reception is preferred.

Qualifications

• Previous customer service experience required; veterinary or medical reception experience strongly preferred.
• Prior leadership, training, or supervisory experience preferred.
• Strong communication, organizational, and multitasking skills.
• Ability to remain calm, professional, and solutions-oriented in stressful situations.
• Excellent conflict resolution skills and sound judgment.
• Ability to prioritize tasks and delegate responsibilities effectively.
• Strong attention to detail and commitment to accuracy.
• Proficiency with computers and practice management software; Vetspire experience preferred.

Responsibilities

• Serve as the primary resource and support for CSRs regarding daily workflows, scheduling, client concerns, and hospital procedures.
• Lead by example and promote professionalism, teamwork, accountability, and positive communication.
• Assist with onboarding, training, coaching, and ongoing development of CSRs.
• Ensure consistent adherence to hospital policies, procedures, workflows, and service standards.
• Oversee daily front desk operations, including scheduling, phone calls, emails, callbacks, medication requests, prescriptions, and outstanding tasks.
• Monitor schedules for accuracy, appropriate appointment types, doctor assignments, gaps, and conflicts.
• Support efficient patient flow and communication between reception, technicians, doctors, and management.
• Provide initial support for client concerns and complaints, using effective communication and conflict resolution; escalated complex issues as appropriate.
• Maintain a welcoming, professional, and compassionate client experience.
• Monitor team accountability and provide real-time coaching, feedback, and guidance.
• Communicate recurring performance, attendance, or policy concerns to the Practice Manager.
• Assist with maintaining training materials, checklists, SOPs, and front desk workflows.
• Identify opportunities for operational improvement and support implementation of new processes and procedures.
• Recognize urgent patient concerns and follow established triage and escalation protocols.
• Assist with coordinating same-day appointments, urgent visits, and schedule adjustments based on medical team guidance.
• Promote continuous improvement, effective communication, and a collaborative team environment.

Skills

Customer service experience

Leadership/ supervision

Communication

Organizational skills

Conflict resolution

Attention to detail

Initiative

Team collaboration

Tools

Vetspire

Practice management software

Job description

Lyndhurst Animal Clinic, a Thrive Pet Healthcare Partner, is seeking a Full-time Lead Client Service Representative to lead the front desk team and ensure exceptional client experiences. You will coach CSRs, manage daily workflows, and maintain a calm, solutions-oriented environment.

The role supports onboarding, policy adherence, and collaboration with doctors and management to optimize scheduling and patient flow. Experience in veterinary reception is preferred.