Lead Veterinary Receptionist

Lead Client Service Representative - Veterinary Practice

Salary: $22-$26 per hour, based on the candidate's skills, experience, and qualifications.

Schedule: Full-time position with a mix of morning (8:00 AM - 2:00 PM) and afternoon (12:00 PM - 7:00 PM) shifts, occasional full-day shifts (9:00 AM - 7:00 PM), and every other Saturday morning.

Middlesex Veterinary Center is hiring a full-time Lead Client Services Representative to be the knowledgeable, welcoming leader at our front desk, setting the standard for client service and team excellence. Guide and mentor the front desk team while ensuring smooth workflow and exceptional client experiences. Confidently discuss procedures, coordinate appointments, and anticipate client needs to support stronger relationships and better patient care.

What to Expect

As you join our mission, expect to be supported in your work and home life with:

• All the benefits you deserve-medical, dental, vision for full-time.
• Paid time off. Take the time you need to recharge for full time.
• Employee pet discount because we know your pets are family, too.
• 401(k) with a generous company. We invest in your future while you care for our pets today.
• Employee referral bonus. Earn $1,000 when you refer a new team member to one of our 180+ partner hospitals across the country.
• Hands-on training and mentorship to support long-term growth across a variety of roles within the hospital, whether you're aiming to grow in client care, training in medical documentation, or simply build a meaningful long-term role.

Key Responsibilities

• Deliver outstanding, compassionate client service and set the tone for the front desk
• Act as a go-to resource for CSRs, offering support, guidance, and on-the-job coaching
• Assist with training and onboarding new front desk team members. Resolving conflicts among front desk staff members.
• Screening telephone calls calmly, professionally, and empathetically and assisting Practice Manager with escalated calls.
• Ensure accurate scheduling, check-in/check-out, and client communication
• Maintain strong knowledge of hospital services, policies, and pricing
• Support daily workflow by communicating effectively with doctors, technicians, and management
• Help ensure phones, emails, and online requests are handled promptly and consistently
• Model reliability, professionalism, and a positive attitude
• Assist with front desk coverage and scheduling needs as necessary
• Ensure accurate invoicing, estimates, and payment processing
• Help maintain organization and efficiency at the front desk
• Identify opportunities to improve client experience and front desk processes
• Adapt easily in a fast-paced, emotional, and ever-changing environment

Qualifications:

• Previous experience in a veterinary or medical reception role is preferred.
• Strong leadership and organizational skills.
• Excellent communication and interpersonal abilities.
• Proficiency in veterinary software systems is a plus.
• A genuine love for animals and a desire to contribute to their well-being.

About Middlesex Veterinary Center

Middlesex Veterinary Center is a full-service small animal veterinary hospital where we understand the special role your pet plays in your family. We are dedicated to becoming your partner in your pet's health care and it is our commitment to provide quality veterinary care and sound advice throughout the life of your pet. Our services and facilities are designed to assist in routine preventive care for young, healthy pets; early detection and treatment of disease as your pet ages; and complete medical, dental, and surgical care as necessary during his or her lifetime.

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