Client Services Lead

Client Services Lead

The Client Services Lead provides front-line leadership and essential administrative support to ensure the efficient daily operations of the veterinary hospital. This dual-role position serves as a liaison between the hospital leadership, medical teams, and clients, ensuring excellence in patient care, client service, team coordination, and administrative workflow.

Key Responsibilities

• Serve as a coach, trainer, and mentor to Client Service Representatives (CSRs) and administrative staff.
• Collaborate with hospital management and medical teams to enhance patient/client services, emergency care coordination, and daily operations.
• Support recruitment, onboarding, and continuous training of hospital team members.
• Promote and maintain hospital protocols in alignment with AVMA and OSHA standards.
• Foster a collaborative, professional, and supportive work environment.

Client Services & Front Desk Oversight

• Oversee daily front desk functions for both specialty and emergency services.
• Ensure consistent, high-quality customer service and communication across all client touchpoints.
• Provide technical support and training for scheduling software and EMR systems (e.g., EzyVet, Smartflow).
• Maintain client/rDVM communications and ensure timely and accurate medical record keeping.
• Supervise inventory control for office and administrative supplies.
• Coordinate equipment maintenance and software updates related to front desk operations.

Administrative & Office Management

• Maintain accurate records, reports, forms, and client/patient documentation.
• Review charts, ensure completion, sending to referring DVM's.
• Ensure communication of records to other veterinary facilities are done in a timely manner.
• Communicate with staff and DVM's about incomplete records.
• Assist in the development of hospital policies, protocols, and projects.
• Accounts receivable.
• Billing for Wichita Animal Services, Sedgwick County Animal, and Rescues.

Client & Visitor Relations

• Greet clients and visitors in a professional, welcoming manner.
• Assist with appointment scheduling and client inquiries.
• Address client concerns or escalate issues as appropriate.

Teamwork & Collaboration

• Actively participate in staff meetings and team training.
• Support team members across departments as needed.
• Remain receptive to feedback and contribute to continuous improvement.
• Promote a positive, gossip-free workplace culture.
• Engage in proactive problem-solving and suggest process improvements.

Qualifications & Skills

• High school diploma or equivalent; college coursework in administration or veterinary-related fields preferred.
• Proven experience in administrative and client service roles; veterinary or medical setting highly desirable.
• Strong leadership, coaching, and mentoring skills.
• Proficient with Microsoft Office Suite and veterinary practice management systems (e.g., EzyVet, Smartflow).
• Exceptional written and verbal communication skills.
• Ability to multitask, prioritize, and adapt in a fast-paced environment.
• Strong attention to detail, organizational skills, and discretion with sensitive information.
• Knowledge of veterinary medical terminology, scheduling, and protocols is preferred.

Physical & Technical Requirements

• Ability to sit, stand, bend, squat, and lift up to 60 lbs safely.
• Comfortable working at a computer for extended periods.
• Ability to train and mentor in a positive, professional manner.
• Use of standard veterinary equipment and administrative tools.