Lead Veterinary Receptionist

Western-Veterinary-Partners-1; Cedar Rapids (IA); On-site; USD 51,577,000 - 57,308,000; Full time

Benefits offered by this job

Health package (Medical, dental, and?—

Life insurance

Disability insurance

Employee Assistance Program (EAP)

401k with company match

Paid time off

Job summary

Animal Care Hospital in Cedar Rapids, IA is seeking an outgoing Lead Client Service Representative to lead our client service team. You will welcome clients, manage appointments and daily patient flow, handle multi-line phones, process payments, and support clients with information about our services.

As Lead CSR you will mentor front-desk staff, schedule shifts, improve hospital workflow, and help with inventory, marketing initiatives, and safety protocols.

Qualifications

• 3+ years of experience in a customer service, reception, or client-facing role
• Previous veterinary receptionist or healthcare-related front-desk experience preferred
• Previous leadership, training, or team coordination experience preferred
• Proficiency in managing a multi-phone line system and assisting in-person clients
• Experience with Cornerstone veterinary practice management software preferred
• Excellent verbal and written communication skills
• Ability to provide compassionate, professional service in routine and emotionally sensitive situations
• Strong organizational and time management skills
• Experience scheduling appointments and coordinating calendars
• Ability to process payments and maintain financial records
• Support team scheduling, workflow, training, and mentorship
• Strong problem-solving and conflict-resolution skills
• Inventory management and marketing initiatives support
• Commitment to hospital safety protocols
• Positive attitude and teamwork
• Calm, professional, solution-oriented during busy periods

Responsibilities

• Lead and mentor front-desk staff to ensure excellent client service
• Oversee scheduling of appointments and daily patient flow
• Manage multi-line phones and assist in-person clients
• Process transactions and maintain financial records
• Support clients with information about services and hospital policies
• Guide training and mentorship for the front-desk team
• Assist with team scheduling and hospital workflow management
• Handle conflict resolution and safety initiatives
• Assist with inventory management and marketing initiatives
• Maintain a positive, organized, collaborative environment

Skills

Customer service leadership

Communication

Organization

Teamwork

Conflict resolution

Scheduling

Payments processing

Inventory management

Marketing initiatives

Safety compliance

Tools

Cornerstone

Job description

Animal Care Hospital is seeking an outgoing Lead Client Service Representative (CSR) to serve as the welcoming face of our hospital and provide leadership to our client service team. In this fast-paced role, you will create exceptional client experiences, build trust through compassionate service, manage appointments and daily patient flow, handle multi-line phones and in-person interactions, process transactions, and support clients with essential information about our services.

As a Lead CSR, you will also help guide and support the front-desk team through training and mentorship, team scheduling, hospital workflow management, conflict resolution, inventory management, marketing initiatives, and safety initiatives. You will help ensure team members follow established safety protocols while maintaining a positive, organized, and collaborative environment. Ideal candidates are friendly, detail-oriented, highly organized, and thrive in a team-focused customer service environment.

Schedule and compensation

• Compensation: $18-$20 per hour, for each hour worked
• This is a full-time position, with a 5/8 or 4/10 schedule and availability needed Monday-Friday.

Full-time Benefits Package*

• Health package: Medical, dental, and vision insurance
• Life insurance and disability
• Employee Assistance Program (EAP)
• 401k with company match
• Paid time off in accordance with site policy and applicable law

*Part-time team members may be eligible for limited benefits in accordance with company policy and state law

Minimum qualifications and skill set

• 3+ years of experience in a customer service, reception, or client-facing role
• Previous veterinary receptionist or healthcare-related front-desk experience preferred
• Previous leadership, training, or team coordination experience preferred
• Proficiency in the following skills:
  • Ability to manage a multi-phone line system while assisting in-person clients
  • Experience working with veterinary practice management software, especially Cornerstone, preferred
  • Exceptional verbal and written communication skills
  • Ability to provide compassionate, professional service to clients during both routine and emotionally sensitive situations
  • Strong organizational and time management skills
  • Experience scheduling appointments and coordinating calendars preferred
  • Ability to accurately process payments and maintain financial records
  • Ability to support team scheduling, workflow, training, and mentorship
  • Strong problem-solving and conflict-resolution skills
  • Ability to assist with inventory management and marketing initiatives
  • Commitment to maintaining and reinforcing hospital safety protocols
  • Positive attitude and willingness to collaborate with a team
  • Ability to remain calm, professional, and solution-oriented during busy periods

Why choose Animal Care Hospital?

Animal Care Hospital in Cedar Rapids, IA, is an AAHA-accredited practice and a trusted provider of compassionate veterinary care in the heart of the city. Our dedicated team of four veterinarians and staff are committed to providing personalized attention and high-quality medical services to every beloved pet who walks through our doors. With a focus on preventive care, advanced treatments, and client education, we ensure that pets receive the highest standard of care tailored to their individual needs. At Animal Care Hospital, we prioritize building lasting relationships with both pets and their owners, creating a welcoming and supportive environment where every furry friend feels like family.

#LI-CM2

This is a good-faith estimate based on the role's requirements at the time of posting. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. The Company offers a comprehensive benefits package that may include medical, dental, and vision benefits, vacation, sick leave, 401(k), and other benefits depending on role and location. A complete description of benefits available for this position will be provided during the hiring process. Where required under applicable law, Company provides eligible employees with paid sick leave, health emergency leave, and other legally mandated benefits programs, all in accordance with the requirements of applicable state and local law depending on the location of the practice you support.

Pay Range

$18 - $20 USD

Western Veterinary Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, pregnancy, childbirth or related conditions, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. Western Veterinary Partners is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in the job application process. If you need assistance or an accommodation due to a disability, please contact [e-mail]. Hiring decisions will be based on merit, qualifications and the legitimate needs of the business.

Voluntary Self-Identification

As an equal opportunity employer, we invite applicants to voluntarily self-identify demographic information for compliance and reporting purposes. Completion of this form is entirely voluntary and refusal to provide this information will not subject you to any adverse treatment.

Any information provided will be kept confidential and maintained in accordance with applicable laws and regulations. This information will not be used in making hiring decisions.

We are committed to creating an inclusive workplace and do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, pregnancy, childbirth or related conditions, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.