Client Services Lead

Job Description

Job Description

Salary: $20 + $3 Lead Differential + DOE

*This role is in addition to the Client Services Representative and Client Services Liaison job descriptions and is supplemented with a lead differential*

Job Summary

The Client Services Lead plays a critical role in ensuring a seamless, compassionate, and welcoming experience at Southern Oregon Veterinary Specialty Center (SOVSC). Acting as both a front-line operational asset and a departmental coordinator, the Lead is responsible for overseeing the Client Services department during their shift.

The Client Services Lead provides excellent client and patient care by assigning staff to roles based on skill level, managing client and patient traffic and triage throughout the day in close conjunction with the DVM and Technician Lead, and facilitating financial conversations and administrative workflows. This position actively participates in training, addresses interpersonal or client challenges, ensures strict adherence to hospital policy updates, and proactively promotes an efficient, positive working environment.

Essential Functions & Responsibilities

• Shift Leadership & Team Management
  • Operations: Assigns tasks based on skill level; coordinates incoming shift handoffs, lunch breaks, and departmental traffic.
  • Coverage: Documents staff callouts and independently coordinates shift coverage; deploys staff to support other departments during shortages.
  • Personnel: Provides real-time coaching and produces written documentation to supervisor, and participates in performance feedback.
  • Training & Compliance: Coordinates training programs, champions new initiatives, and enforces strict policy compliance.
  • Communication: Attends leadership meetings; maintains strict operational staff confidentiality.
• Client Relations & Care Coordination
  • Communication: Manages complex client issues; updates owners on wait times, medical statuses, and lab/radiology results under DVM guidance.
  • Workflow Support: Tracks hospital diversion status with the DVM/Technician Lead; manages the central communication board and intercom.
  • Compassionate Care: Guides clients through the triage process, processes euthanasia requests, and coordinates pet ash pickups.
• Financial & Administrative Operations
  • Financials: Quotes fees, delivers shift financial updates, presents medical treatment plans, and processes deposits, payments, and refunds.
  • Applications: Assists clients with CareCredit and Scratch Pay applications.
  • Data & Records: Executes efficient client check-ins; handles medical records requests, document scanning, and incoming lab/radiology paperwork.
  • Pharmacy: Manages prescription call-ins; coordinates with the pharmacy team to verify and prepare discharge medications.
• Patient Handling & Environmental Cleaning
  • Safety & Contagion: Flags potential isolation cases on arrival and executes strict disinfection protocols.
  • Medical Assistance: Assists with animal handling/restraint, radiology protective gear, completing lab forms, and basic patient comfort (feeding, walking) as directed.
  • Sanitation: Follows checklists to keep the lobby, exam rooms, coffee bar, and bathrooms clean and stocked.
  • Logistics: Maintains workplace scales, printers, and monitors front-office supply levels.
• Other
  • Other duties as assigned.

Knowledge and Skill Requirements

• Same skill and knowledge as described in the Client Services Representative and Client Services Liaison Job Description. Training will be provided to ensure an individual is at a Client Services Liaison skill level
• Basic reading, writing, and arithmetic skills are required.
• Must have completed Radiation Use & Safety and have a current dosimeter.
• Must have completed Pharmacy & Cubex training.
• Basic computer literacy with competency in veterinary software including SmartFlow, EzyVet, PayJunction, Care Credit, Scratch Pay, Microsoft programs and applications along with internet browser functionality

Education and Experience

• A minimum of 1 years experience in a veterinary setting is preferred (or other relevant experience in the medical industry or supervisory role)
• Must be willing and able to complete Client Services Representative and Client Services Liaison full training within 90 days of accepting this role.
• A Lead must be able to perform the duties listed above, even on very busy shifts.
• Maintains calm under pressure
• Inability to perform outlined duties may result in removal from the position, loss of the differential and a change in schedule to a shift and role thats available.

Working & Physical Conditions:

• Working conditions are normal for a veterinary hospital.
• The hospital environment includes moderate to high noise levels, with sounds from barking, medical equipment, and business machines being common.
• Physical activity is frequent, including standing, walking, squatting, bending, and lifting patients or inventory up to 40 lbs. Team lifting of more than 40 Ibs is sometimes required.
• Occasionally handling, walking, restraining, and physically manipulating animals in excess of 100 lbs, employees are expected to work within their comfortability level and request assistance as needed when handling large animals.
• Equipment operation may require the use of personal protective equipment (PPE).
• Shifts may vary, with occasional attendance at rounds or meetings outside regular working hours to support continuous patient care.

Join Our Team:

This position is open to both internal and external applicants.

ALL APPLICANTS MUST BE 18 OR OLDER TO QUALIFY

Southern Oregon Veterinary Specialty Center is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We comply with all federal, state, and local laws prohibiting discrimination and harassment.

Applicants with disabilities may request reasonable accommodation during the application process as needed. Please contact our Human Resources representative for assistance.

Your application will remain active for 90 days. If you are not selected within this time frame and wish to remain under consideration, you must submit a new application.

Thank you for considering a career with Southern Oregon Veterinary Specialty Center. We look forward to welcoming you to our compassionate and dedicated team!