Veterinary Receptionist Team Leader

Veterinary Receptionist Team Leader 4.0 4.0 out of 5 stars Description Reception Team Leader (Veterinary) Acorn Animal Hospital - Franklin, Massachusetts Acorn Animal Hospital is seeking an experienced and client-focused Reception Team Leader to guide our front-desk operations and deliver an exceptional client and patient experience. This leadership role combines hands-on veterinary receptionist duties with team supervision, scheduling coordination, and service excellence initiatives. As the first point of contact for clients and visitors, the Reception Team Leader represents the hospital's professionalism, compassion, and commitment to outstanding veterinary care. This position partners closely with the Hospital Administrator to ensure a high-performing reception team, smooth daily workflow, and strong client satisfaction. Some of the responsibilities you will own in this role: Greet clients and patients warmly and professionally in person and by phone Answer multi-line phones efficiently and route medical questions appropriately Build strong client relationships and convert prospective callers into clients Communicate estimates, fees, and hospital policies with clarity and empathy Manage client correspondence including reminders, follow-ups, and sympathy communications Maintain accurate client and patient records in veterinary practice software Supervise, coach, and support the veterinary reception team Partner with the Hospital Administrator on staffing, scheduling, and performance management Assist with recruitment, onboarding, and training of reception team members Monitor and improve client service standards and front-desk workflows Lead adoption of new technologies and process improvements Address team concerns and foster a positive, collaborative culture Maintain efficient veterinarian appointment scheduling Screen urgent cases and prioritize patient needs appropriately Coordinate admissions, discharges, and patient transfers Prepare invoices, estimates, and certificates accurately Process payments and maintain financial records Maintain a clean, organized, and welcoming lobby environment Support upkeep and troubleshooting of front-office equipment Ensure compliance with hospital policies, safety standards, and core values Preferred Qualifications Education & Skills High school diploma or equivalent required Customer service or hospitality background preferred Veterinary practice management software experience preferred Proficiency with computers, email, and communication tools Excellent communication, multitasking, and conflict-resolution skills Experience Experience in a busy front-desk, medical office, or veterinary setting preferred Prior supervisory or team-lead experience strongly preferred Personal Attributes Passion for animal care and client service Professional, mature, and compassionate demeanor Team-oriented with strong interpersonal skills Ability to remain calm and effective in fast-paced or emotional situations Physical & Work Environment Ability to lift and carry animals (assisted for pets over 40 lbs) Exposure to animal-related odors, noise, and zoonotic disease risks Potential exposure to bites or scratches Benefits Paid time off Health insurance Dental Insurance Vision insurance Employee discounts Flexible schedules 401K with company match Training and Career development Supportive leadership and collaborative team culture Opportunity to lead and shape client experience standards Growth and development within a respected veterinary hospital Meaningful work supporting pets and the people who love them About Acorn Animal Hospital Acorn Animal Hospital, located in Franklin, MA, offers high-end diagnostic equipment, including digital ultrasound, fully integrated digital x-ray, video endoscope, top-of-the-line in-house laboratory equipment, and a vast pharmacy of medications and retail products. Inspired by our shared passion for exceptional animal care, we have built a team of the industry's most talented, hard-working, and compassionate veterinary professionals. Our team of experienced veterinarians can provide training and mentorship in ultrasonography, radiology, general surgery, orthopedic surgery, and internal medicine. We are known for our very high technician to doctor ratio to ensure that assistance is always available. We have low support staff turnover and a large team of highly skilled technicians that our doctors rely on to drive efficient workflow, independently handle treatments, and think one step ahead. Our hospital offers a fun, team-oriented environment with engaged support staff. We believe happy employees provide higher quality care for our patients, which is why we guarantee that our team members have a schedule that offers a strong work-life balance and adequate time away from work for personal fulfillment. Acorn Animal Hospital is a proud partner of Innovetive Petcare, where we believe excellent pet care comes from exceptional teams.

Equal Opportunity Employer Policy:

Acorn Animal Hospital 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