Client Service Supervisor

Client Service SupervisorMelrose Animal Clinic is dedicated to providing exceptional veterinary care and outstanding client service to pets and their families. Our team takes pride in creating a welcoming, compassionate, and efficient environment for every visit. We are seeking an experienced and motivated Front Desk Manager to lead our client care team and oversee daily front office operations.Position OverviewThe Front Desk Manager is responsible for managing the day-to-day operations of the reception area while leading the client care team to deliver exceptional service. This role ensures smooth front desk workflows, supports staff development, maintains administrative accuracy, and helps create a positive client experience from check-in through check-out. The ideal candidate has prior veterinary or medical front office experience, leadership skills, and the ability to thrive in a fast-paced clinical environment.Key ResponsibilitiesLead, coach, and support the front desk/client care team in daily operationsOversee front desk scheduling to ensure adequate coverage and workflow efficiencyGreet clients and patients while modeling exceptional customer service standardsManage high-volume phone lines and ensure prompt, professional communicationTrain team members to differentiate routine appointments from urgent/emergency casesOversee appointment scheduling and calendar optimizationEnsure accurate entry of client, patient, and financial data into practice management softwareReview and monitor invoice generation, payment processing, and financial accuracyAssist team in explaining invoices, treatment plans, and payment expectations to clientsOversee retrieval, filing, and maintenance of medical recordsPartner with veterinarians and technical staff to support smooth patient flowMonitor front desk KPIs, workflow bottlenecks, and client service standardsAddress client concerns professionally and escalate when appropriateMaintain cleanliness, organization, and professionalism of reception/lobby areasAssist with hiring, onboarding, training, and performance coaching for front desk team membersSupport practice leadership with administrative projects and reporting as neededThis is not a complete list of duties. Responsibilities may change based on clinic needs and operational priorities.Skills Knowledge and ExpertisePrevious experience in veterinary reception, medical front office, or animal hospital administration requiredPrior leadership, supervisory, or management experience preferredStrong understanding of veterinary practice workflows and client service best practicesExcellent communication, conflict resolution, and interpersonal skillsHighly organized with strong multitasking abilitiesExperience with veterinary practice management software preferredComfortable managing high-volume client interactions in a fast-paced environmentPositive, proactive, and team-oriented leadership styleBenefitsPaid time offCompetitive pay $24-27/hourHealth insuranceDental InsuranceVision insuranceEmployee discountsFlexible schedules401K with company matchPaid days off for CE and robust CE allowanceTraining and career developmentJoin Our TeamIf you're an experienced veterinary client service professional ready to take the next step in leadership, apply today to join Melrose Animal Clinic as our next Front Desk Manager!About Melrose Animal ClinicMelrose Animal Clinic is an AAHA-accredited practice located in Melrose, MA, a desirable and conveniently situated community less than 10 miles north of Boston. We have a state-of-the-art facility, surpassed only by our state-of-the-heart attitude. Every interaction here is based on compassion and respect, Melrose Animal Clinic has been an integral part of the Melrose community since 1982. We are a cat-friendly practice and utilize many Fear Free techniques. We offer the most modern diagnostic, therapeutic capabilities, and comprehensive services including wellness exams and vaccinations, dental care, soft tissue surgery including laser surgery techniques, ultrasound, digital x-rays, dermatology, allergy management, laser therapy, and emergency care. We provide our team with every opportunity to continue to learn and grow. We take every step to give pets the best possible care, and the first step to meet patient need is supporting our wonderful staff.Equal Opportunity Employer PolicyMelrose Animal Clinic is an Equal Opportunity Employer and a member of E-Verify. We are proudly committed to recruiting and retaining a diverse and inclusive workforce. We do not discriminate based on age, race, gender, sexual orientation, religion, national origin, disability, or any other non-merit factor. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply. Apply Now