Veterinary Services

Lead CSR

United StatesOnsiteFull TimeLeadPosted 1 month ago

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Required skills

High school diploma
Veterinary client service
Leadership experience
Training experience
Communication skills
Problem-solving skills
Microsoft Office
Scheduling systems
Billing systems
Handle sensitive situations

Role summary

The Lead Client Service Representative (Lead CSR) at Lake Forest Animal Hospital is the primary contact for front desk operations, ensuring an exceptional client experience. This role involves performing standard CSR duties while providing day-to-day leadership to the client service team. Responsibilities include ensuring adherence to service standards, accuracy in recordkeeping, and smooth coordination between front desk and clinical teams. The Lead CSR will also assist with hiring, onboarding, training, and mentoring new team members, and collaborate with the Practice Manager on scheduling and performance feedback. Proficiency in veterinary practice management software and Microsoft Office is required.

Who is VetEvolve?

VetEvolve is a network of veterinary practices built to support the people delivering care and the practices they lead. We combine clinical insight with operational strength to give our teams the support, tools, and structure they need to thrive, without losing what makes each practice unique. We are intentionally focused on growth, not as an end in itself, but as a way to strengthen our practices, expand access to care, and create more opportunities for our teams.

Guided by our values: Care First. Better Together. Grow Forward. Own It. We create an environment where veterinary professionals can do their best work, build meaningful careers, and deliver exceptional care. Growth with intention. Care without compromise.

Lead Client Service Representative | Lake Forest Animal Hospital | Forest, Virginia

Compensation: $13- $17/hour, commensurate with licensure and experience

Position Summary:

The Lead Client Service Representative (Lead CSR) serves as the primary point of contact for the hospital’s front desk operations and is responsible for ensuring an exceptional client experience from check-in to check-out. In addition to performing all standard CSR duties, the Lead CSR provides day-to-day leadership to the client service team, ensuring adherence to service standards, accuracy in recordkeeping, and smooth coordination between front desk operations and clinical teams.

Primary Responsibilities:

Model and reinforce exceptional client service standards through professional, empathetic, and responsive communication.

Resolve escalated client issues promptly and professionally, ensuring client satisfaction while supporting team accountability.

Partner with technicians and doctors to coordinate patient flow, ensuring timely and accurate information sharing.

Maintain a welcoming and organized reception area.

Provide day-to-day guidance and support to CSRs, ensuring consistency in service delivery and adherence to hospital protocols.

Assist with hiring, onboarding, training, and mentoring new team members.

Serve as a role model and first point of contact for team questions and support.

Collaborate with the Practice Manager on staff scheduling, coverage, and performance feedback.

Oversee appointment scheduling accuracy, patient record updates, and charge capture to ensure operational efficiency.

Maintain client communication standards across phone, email, and written correspondence.

Ensure accurate financial transactions, deposits, and reconciliation of end-of-day reports.

Support hospital inventory management, over-the-counter product sales, and prescription processing.

Partner with the Practice Manager to identify opportunities to improve front desk workflows, communication, and client satisfaction.

Support hospital initiatives and events, including wellness campaigns and client education efforts.

Maintain compliance with all safety, confidentiality, and patient care protocols.

Perform all standard CSR duties as needed to support hospital operations.

Other duties as assigned by the Practice Manager.

Qualifications:

High school diploma or equivalent required.

Minimum of 3 years of veterinary client service or related experience required.

Prior leadership or training experience is strongly preferred.

Strong communication, organizational, and problem-solving skills.

Demonstrated ability to lead by example and foster a positive, team-oriented work environment.

Proficiency in veterinary practice management software, Microsoft Office, and basic scheduling and billing systems.

Ability to handle sensitive and emotionally charged situations with professionalism and empathy.

Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.

Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.

Professional, neat appearance consistent with hospital standards.

Hours:

Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations

Compensation and Benefits:

We offer a comprehensive benefits package that includes medical, dental, and vision coverage. In addition, employees are eligible to participate in our 401(k) retirement plan. Other benefits include paid time off, paid holidays and access to employee assistance program.

Ready to Learn More?

We look forward to learning about your unique priorities and goals and working together with our local hospital teams to support you.

Ready to apply?

You'll be redirected to VetEvolve's application page.

Lead CSR

Is this role right for you?

Required skills

Role summary

Lead Client Service Representative | Lake Forest Animal Hospital | Forest, Virginia

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