Senior Client Experience Lead — Veterinary Receptionist

LaFayette Veterinary Clinic LLP; Town of LaFayette (NY); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

401(k) plan

Employee pet discount

Job summary

LaFayette Veterinary Clinic in LaFayette, NY is seeking a skilled Lead Veterinary Receptionist to be the primary contact for clients and their pets. You will balance administrative precision with warmth across interactions in a clinical setting, managing a high-volume front desk and supervising reception staff.

We offer benefits including medical, dental, and vision, PTO, a 401(k), and an employee pet discount.

Qualifications

• Minimum 2 years of experience as a veterinary receptionist is required.
• Experience with veterinary practice management software; Cornerstone, Avimark, ImproMed, eVetPractice, or ezyVet preferred.
• Knowledge of veterinary medical terminology, vaccination protocols, and basic diagnostic procedures.
• Proficiency in appointment scheduling, multi-line phone management, medical records management, and payment processing.
• Proven customer service skills; ability to manage high-volume client relations with composure and accuracy.
• Strong verbal and written communication skills, including active listening and conflict resolution.
• Comfortable handling animals of varying sizes, breeds, and temperaments, including fearful or reactive patients.

Responsibilities

• Manage front desk operations and ensure a warm, welcoming environment for clients and their pets.
• Supervise and train reception staff, promoting a team-oriented atmosphere.
• Schedule appointments, manage patient records, and handle billing inquiries with accuracy.
• Address client concerns with empathy and professionalism, ensuring a high standard of customer service.
• Collaborate with veterinary staff to streamline operations and enhance patient care.
• Greet clients and their pets, complete the appointment sign-in process, confirm appointment details, and escort clients to exam rooms.
• Ensure accurate service and product sales accounting, handle payments, process credit/debit cards, and schedule future appointments.
• Answer client calls for appointments, hospital inquiries, medication refills, and other requests. Make outbound calls for appointment reminders and follow-ups.
• Understand common vaccination protocols, basic lab tests, common diseases, veterinary terminology, and pet behavior.
• Assist in maintaining cleanliness and organization to ensure a positive client experience

Skills

Front desk management

Customer service

Communication

Empathy

Conflict resolution

Team supervision

Scheduling

Billing inquiries

Tools

Cornerstone

Avimark

ImproMed

eVetPractice

ezyVet

Job description

LaFayette Veterinary Clinic in LaFayette, NY is seeking a skilled Lead Veterinary Receptionist to be the primary contact for clients and their pets. You will balance administrative precision with warmth across interactions in a clinical setting, managing a high-volume front desk and supervising reception staff.

We offer benefits including medical, dental, and vision, PTO, a 401(k), and an employee pet discount.