Lead Veterinary Front Desk & Client Services

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Paid holidays

Employee assistance program

Job summary

Lake Forest Animal Hospital in Forest, Virginia is seeking a Lead Client Service Representative to oversee front desk operations and ensure a superior client experience from check-in to check-out. You will lead the client service team, enforce service standards, and coordinate with clinical staff to support efficient patient flow.

The role requires a minimum of 3 years in veterinary client service, strong leadership and communication skills, and the ability to coach teammates while maintaining a

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.
• Proficiency in veterinary practice management software, Microsoft Office, and scheduling/billing systems.
• Strong communication, organizational, and problem-solving skills.
• 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.
• 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.

Skills

Leadership

Communication

Organization

Problem solving

Team leadership

Empathy

Education

High school diploma

Tools

Practice management software

Microsoft Office

Scheduling & billing systems

Job description

Lake Forest Animal Hospital in Forest, Virginia is seeking a Lead Client Service Representative to oversee front desk operations and ensure a superior client experience from check-in to check-out. You will lead the client service team, enforce service standards, and coordinate with clinical staff to support efficient patient flow.

The role requires a minimum of 3 years in veterinary client service, strong leadership and communication skills, and the ability to coach teammates while maintaining a