Description

Lead Veterinary Client Service Representative

Lyndhurst Animal Clinic

Full-time

Why work at Lyndhurst Animal Clinic?

At Lyndhurst Animal Clinic, a Thrive Pet Healthcare Partner, we have proudly served Lyndhurst, Ohio, and the surrounding area for more than 35 years. We are committed to providing the best care for our clients and their pets. We also care for our community and regularly participate in local events like Jog for Dogs and a hospital-supported charity fund for pets in need. Our staff is fear-free certified and committed to practicing modern veterinary medicine.

We provide medical, surgical, and dental care, with a focus on Fear free protocols and a collaborative culture that values learning, compassion, and work-life balance.

Lyndhurst Animal Clinic is now hiring a full-iime Lead Client Service Representative for our AMAZING team!

Job Overview:
The Lead Client Service Representative is responsible for cultivating a productive work environment and maintaining a safe, neutral atmosphere for clients and patients through the application of the hospital’s core values. Lead CSR provides daily operational leadership and guidance to the reception team while working under the direction of the Practice Manager. The

Lead CSR may assist with coaching, workflow assignments, training, and resolving routine client concerns. Formal disciplinary actions, employee performance decisions, policy exceptions, and significant operational changes remain the responsibility of the Practice Manager or designated hospital leadership.

Qualifications & Experience

• Previous customer service experience required; veterinary or medical reception experience strongly preferred.
• Prior leadership, training, or supervisory experience preferred.
• Strong communication, organizational, and multitasking skills.
• Ability to remain calm, professional, and solutions-oriented in stressful situations.
• Excellent conflict resolution skills and sound judgment.
• Ability to prioritize tasks and delegate responsibilities effectively.
• Strong attention to detail and commitment to accuracy.
• Proficiency with computers and practice management software; Vetspire experience preferred.
• Ability to work collaboratively with a variety of personalities
• Dependable, self motivated, and comfortable taking initiative.

Responsibilities

• Serve as the primary resource and support for CSRs regarding daily workflows, scheduling, client concerns, and hospital procedures.
• Lead by example and promote professionalism, teamwork, accountability, and positive communication.
• Assist with onboarding, training, coaching, and ongoing development of CSRs.
• Ensure consistent adherence to hospital policies, procedures, workflows, and service standards.
• Oversee daily front desk operations, including scheduling, phone calls, emails, callbacks, medication requests, prescriptions, and outstanding tasks.
• Monitor schedules for accuracy, appropriate appointment types, doctor assignments, gaps, and conflicts.
• Support efficient patient flow and communication between reception, technicians, doctors, and management.
• Provide initial support for client concerns and complaints, using effective communication and conflict resolution; escalate complex issues as appropriate.
• Maintain a welcoming, professional, and compassionate client experience.
• Monitor team accountability and provide real-time coaching, feedback, and guidance.
• Communicate recurring performance, attendance, or policy concerns to the Practice Manager.
• Assist with maintaining training materials, checklists, SOPs, and front desk workflows.
• Identify opportunities for operational improvement and support implementation of new processes and procedures.
• Recognize urgent patient concerns and follow established triage and escalation protocols.
• Assist with coordinating same-day appointments, urgent visits, and schedule adjustments based on medical team guidance.
• Promote continuous improvement, effective communication, and a collaborative team environment.

Benefits - our care in action

We provide benefits spread comprehensively across your mental, physical, emotional, and financial wellbeing designed to meet your needs as a unique individual. Some key benefits include:

• Compensation $21-25/hr
• Paid time off including 8-weeks of full-pay parental leave, bereavement to grieve both humans and pets, and time off for new pet adoptions
• Top quality medical, dental, and vision insurance plus health savings account and flexible spending account
• Pet Perks including free exams, discounts on products and services, and more at all Thrive Pet Healthcare locations
• Generously subsidized backup and ongoing care support for children, adults, and pets
• Mental health benefits including coaching and therapy sessions
• 401k program
• Continuing education and development support through our library of free CE courses and paid time off to complete
• Scholarship opportunities and student loan support program

Compensation is negotiable based on credentials and experience with an hourly pay rate starting at $21-25/hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.

Thrive Pet Healthcare is one of the first veterinary services offering a comprehensive continuum of care for pets’ primary, specialty, and acute needs. Through a nationwide community of over 360 veterinary providers, and an industry-leading membership program, Thrive Pet Healthcare provides personalized, accessible care through every stage of a pet’s life and health. Founded by veterinarians, the organization provides industry-first benefits for practice staff while elevating privately held veterinary hospitals with innovative service and technology solutions. By focusing on the needs of care providers and professional collaboration, Thrive Pet Healthcare is supporting the well-being of the industry and raising the national bar for veterinary excellence.