Assistant Practice Manager/Front Desk

Job Description

Job Description

Join Lakewood Animal Clinic Team as a Site Lead/Receptionist

Are you ready to advance your career with a team that values your expertise, compassion, and love for animals? Veterinary United is committed to creating a positive, growth-oriented environment that values every team member’s unique contribution. If you’re eager to make a difference in a culture that prioritizes the well-being of patients, clients, and team members, Veterinary United could be the perfect fit for you! Our Lakewood Animal Clinic located in Jacksonville, Florida will be our newest location and we are excited to bring together a new team of veterinary superstars!

The Site Lead serves as the operational partner, helping to ensure the hospital operates efficiently while delivering exceptional patient, pet parent, and team member experiences. This role provides day-to-day leadership support, assists with team development, oversees workflow and operational execution, and helps drive hospital performance. Along with the responsibilities as a Site Lead, this role will be managing the front desk, greeting clients and their pets, and answering incoming phone calls.

The Site Lead acts as a leader within the hospital by modeling Veterinary United’s values, supporting team engagement, maintaining operational excellence, and assisting the Site Leader with achieving business objectives. This position is designed to prepare future leaders through hands-on leadership experience and progressive responsibility.

Key Responsibilities 1. Operational Excellence

• Support daily hospital operations to ensure efficient patient flow and service delivery.
• Monitor schedules, staffing coverage, and workflow to maximize productivity and efficiency.
• Assist in implementing operational initiatives, processes, and organizational standards.
• Partner with department leaders to identify and resolve operational challenges.
• Support inventory management and supply oversight to maintain operational readiness.
• Managing the front desk, answering calls, and greeting clients.

2. Team Leadership & Development

• Serve as a resource and mentor for team members by providing guidance, coaching, and support.
• Assist with onboarding and training of new team members.
• Promote accountability and reinforce Veterinary United’s culture and values.
• Support team engagement initiatives and contribute to a positive workplace environment.
• Assist the Site Leader with performance conversations, development opportunities, and team communication.
• Act as the Site Leader’s representative when delegated or when the Site Leader is unavailable.

3. Patient & Pet Parent Experience

• Champion exceptional patient care and pet parent service throughout the hospital.
• Support service recovery efforts by addressing concerns promptly and professionally.
• Ensure communication standards are consistently maintained across all departments.
• Monitor the overall client experience and identify opportunities for improvement.
• Foster a welcoming, compassionate, and professional environment for patients and pet parents.

4. Financial & Business Support

• Assist the Site Leader in achieving revenue, productivity, and operational goals.
• Monitor key performance indicators and identify trends requiring attention.
• Support initiatives that improve client retention and hospital growth.
• Assist with labor management and operational efficiency efforts.
• Promote hospital programs, services, and wellness initiatives that support business growth.

5. Compliance & Safety

• Support compliance with OSHA regulations, safety protocols, and Veterinary United policies.
• Assist with safety audits, inspections, and corrective action plans.
• Ensure team members follow infection control, sanitation, and workplace safety procedures.
• Maintain awareness of hospital safety practices and report potential risks.
• Support documentation and training requirements related to workplace safety.

Expectations of the Role

• Lead by example and model Veterinary United’s values in all interactions.
• Maintain a visible leadership presence within the hospital.
• Demonstrate professionalism, accountability, and integrity.
• Support the Site Leader in executing organizational initiatives and priorities.
• Communicate effectively with team members, leaders, and pet parents.
• Be proactive, solution-oriented, and adaptable in a fast-paced environment.
• Assist in creating a culture of trust, engagement, and continuous improvement.
• Demonstrate proficiency in Microsoft Office including Outlook, Word, Excel, and PowerPoint.
• Night and weekend availability may be required based on business needs.
• Maintain a commitment to personal growth and leadership development.

Core Competencies

• Leadership and Team Development
• Operational Excellence
• Client Service Excellence
• Communication and Collaboration
• Problem Solving and Decision Making
• Organizational Agility
• Financial Awareness
• Change Management
• Accountability and Ownership

Why Join Us

As a Site Lead, you will play a critical role in supporting hospital success while developing your leadership skills and operational expertise. This position provides the opportunity to make a meaningful impact on patients, pet parents, and team members while preparing for future leadership opportunities within Veterinary United.

Company ValuesInspire

• Advocate a growth mindset. Choose to be curious and help cultivate a work environment of joy.

Empower

• Champion our culture of wellness and choose to be part of something bigger than yourself.

Lead

• Lead with respect and a heart of kindness. Model accountability for yourself and your team.

Evolve

• Continue to enhance your skillsets, advance in your career, and evolve in your development journey.
• Keep evolving, changing, asking, growing, succeeding, moving, and shining.

Believe

• Believe in yourself, believe in your team, and believe in Veterinary United.

Joy

• Choose joy in every interaction by creating positive experiences for pets, pet parents, and fellow team members.
• Bring enthusiasm, compassion, and gratitude to your work while celebrating successes and supporting one another through challenges.
• Synergy
• Foster collaboration across all departments by working together toward shared goals and organizational success.
• Leverage the strengths, knowledge, and perspectives of others to create better outcomes for our patients, pet parents, and teams.