Senior Client Concierge

Job Description

Job Description

Description:

Senior Client Concierge — Lead of First and Last Impressions
Do you believe that exceptional veterinary care starts with how a client is greeted at the door? Do you thrive on mentoring others, bringing calm to high-stress situations, and making pet families feel completely supported?

At Richmond Animal Hospital, we’ve been treating pets like family since 1989. As a locally owned, independent clinic, we are deeply rooted in our Vermont community.

We center our daily work around four core values:

Hospitality-Focused Care, High-Quality Pet Care, Staff Empowerment, and Community Engagement .

We are looking for a Senior Client Concierge to serve as the "stabilizing anchor" of our front-office team. In this elevated role, you won't just manage the front desk—you will champion a warm, judgment-free space for our team, our clients, and their pets.

The Impact You’ll Make

The Voice of Hospitality : Model exceptional client service by greeting pet families by name, proactively managing wait times, and keeping our waiting area calm and pristine.

Team Leadership & Mentorship: Lead the onboarding and training of new concierge staff, support junior team members through emotionally tough situations (like euthanasia or emergencies), and foster a highly collaborative team culture.

Operational Excellence: Differentiate between routine wellness and medical emergencies to ensure swift hand-offs to the medical team, manage Electronic Medical Records (EMR), and audit daily prescription requests.

Financial Stewardship: Manage complex client billing, guide sensitive pricing transparency and service estimate discussions, and oversee accurate daily financial closeouts.

What We’re Looking For

• At least 4 years of customer service/hospitality experience, with at least 2 years specifically in a medical or veterinary reception environment (veterinary-specific experience is a huge plus).
• Excellent verbal and written communication, natural leadership and de-escalation skills, and proficiency in veterinary EMR software or equivalent medical database systems.
• Outstanding emotional intelligence, a calm demeanor under pressure, and a passion for mentoring coworkers and protecting clinical boundaries.
• Full-time, Monday through Friday between the hours of 7:45 AM and 5:45 PM (no weekends!).

Why You’ll Love Working Here

We recognize that a strong staff leads to strong care. To support your health, wellness, and professional growth, we offer a comprehensive benefits package:

Competitive Pay: $22.00 to $30.00 per hour (Non-Exempt).

Generous Time Off: 4 weeks (160 hours) of front-loaded Paid Time Off (PTO) annually plus 7 paid holidays (including Town Meeting Day!).

Paid Volunteer Time Off (VTO): Up to 3 paid days per year to support the local Vermont non-profits you care about.

Health & Wellness: Tiered medical, dental, and vision insurance packages.

Retirement Planning: Secure your future with our retirement savings plan.

Continuing Education (CE): Up to $1,000 per year in CE reimbursement to help you explore your professional passions.

Industry-Leading Pet Perks: 50% off vaccines, 25% off select pharmacy, at-cost lab work, and no-cost select diagnostics/euthanasia for your household pets.

Scrubs Provided: 4 sets of custom, high-quality branded scrubs provided annually at no cost.

Ready to join our team? If you are ready to bring your leadership skills to a clinic that values your impact as much as your technical expertise, we would love to meet you.

Apply today to become our next Senior Client Concierge!

At least 4 years of customer service/hospitality experience, with at least 2 years specifically in a medical or veterinary reception environment (veterinary-specific experience is a huge plus).

• Excellent verbal and written communication, natural leadership and de-escalation skills, and proficiency in veterinary EMR software or equivalent medical database systems.
• Outstanding emotional intelligence, a calm demeanor under pressure, and a passion for mentoring coworkers and protecting clinical boundaries.
• Full-time, working rotating schedules Monday through Friday between the hours of 7:45 AM and 5:45 PM (no weekends!).