Overview
Job duties include, but are not limited to:
The Paw Patch Veterinary Hospital is seeking a highly organized, compassionate, and motivated Office Manager/Lead Client Service Representative (CSR) to join our team. This hybrid role combines leadership, administrative oversight, and front-desk excellence to ensure an exceptional experience for our clients, patients, and staff. The ideal candidate is a positive, solutions-focused professional with strong communication skills and a passion for supporting a veterinary care team.
Key Responsibilities
Leadership & Team Support
Supervise, mentor, and support the Client Service Representative team.
Assist with scheduling, workflow coordination, and delegation of front-desk duties.
Participate in hiring, onboarding, and training new CSR team members.
Model and reinforce a positive, respectful, and team-oriented work culture.
Address staff concerns, escalate issues to management when needed, and facilitate conflict resolution.
Assist in driving clinic initiatives for growth.
Scheduling of the CSR team, DVM team, and kennel team.
Client Service & Front Desk Operations
Provide high-quality, empathetic service to clients both in person and over the phone.
Manage check-in and check-out processes, appointment scheduling, and medical record updates.
Handle client communication regarding estimates, invoices, patient status, and follow-up care.
Assist in resolving client concerns professionally and in alignment with hospital policies.
Ensure the front-desk area remains clean, organized, and efficient.
Administrative & Operational Oversight
Oversee daily office operations to ensure smooth workflow and timely task completion.
Manage inventory of office supplies, forms, and front-desk materials.
Assist with financial tasks such as invoice review, payment processing, and end-of-day balancing.
Maintain and update internal protocols, forms, and training materials.
Assist with compliance tasks, recordkeeping, and policy implementation.
Communication & Coordination
Serve as a liaison between the CSR team, veterinary technicians, and veterinarians.
Communicate scheduling adjustments, client updates, and workflow needs to ensure seamless patient care.
Support hospital initiatives, community outreach, and client education efforts.
Previous veterinary or medical reception experience required; leadership experience strongly preferred.
Strong interpersonal, communication, and customer-service skills.
Excellent organization, time-management, and multitasking abilities.
Proficiency with veterinary practice software, Office Suite, email, online client communication platforms, online clinic stores
Ability to remain calm and professional in a fast-paced, emotional environment.
Must be reliable and adaptable
