Lead Receptionist

The Lead Reception at Florida Veterinary Rehabilitation is a leadership role responsible for supervising the Client Service Representatives and supporting the Practice Manager in various operational tasks and business activities. The Lead Reception plays a vital role in ensuring positive client experiences, maintaining excellent customer service, and contributing to the overall success of the practice.

Responsibilities:

Client Relationship Management:

• Supervise all areas of Client Services to ensure exceptional client experiences.
• Provide a welcoming and engaging client experience that differentiates our practice from industry competitors.
• Act as the first point of contact for addressing clients' questions and concerns, striving to resolve issues promptly.

• Respond to inquiries regarding rehabilitation services and products.
• Develop and implement effective client engagement and communication initiatives.Human Resources:

• Participate in the recruitment process for new Client Service Representatives.
• Train and provide ongoing education for the CSR position.
• Ensure accuracy and completion of tasks by CSR staff, ensuring adherence to protocols and timely task completion.
• Motivate and provide constructive feedback to CSR staff, promoting their professional growth and development.
• Regularly evaluate CSR staff needs and collaborate with the Practice Manager to create and refine effective standard operating procedures (SOPs) for communication, scheduling, records management, and customer service.
• Communicate updates, team needs, concerns, and questions to the Practice Manager in a timely manner.
• Oversee the CSR staff schedule, ensuring appropriate coverage at the front desk.

Finance and Accounting:

• Assist the Practice Manager with financial business activities as needed, including accounts payable and receivable.
• Monitor client discounts, refunds, and deposits for appropriateness.
• Support cash management needs, including petty cash and cash drawer responsibilities.
• Audit invoices and provide consulting support to staff on financial issues.

Facility Operations:

• Ensure the cleanliness, safety, and hospitable ambiance of the lobby and client-facing areas.
• Oversee the maintenance of office equipment, computers, printers, and files, promptly reporting any repair needs.
• Manage client reminders and communication systems effectively.
• Ensure accurate and updated maintenance of non-medical client and patient information in the practice management system.
• Assist with inventory control, including regular counts and restocking of supplies.
• Supervise the pricing and organization of retail items.
• Assist with ordering and supervision of all supplies.
• Support activities to comply with critical safety regulations, such as OSHA guidelines.

Marketing:

• Support the execution of the practice-level strategic marketing plan, including social media accounts.
• Identify and recommend marketing initiatives that align with business objectives.
• Assist in reaching out to lapsed or lapsing clients to enhance patient retention.

Education and Experience Requirements:

• Two years of related experience and/or training in veterinary reception or equivalent combination of education and experience.
• Demonstrated competence with computer skills in an office setting. Experience with veterinary management software is a plus.

Position Requirements:

• Strong leadership and supervisory skills, with the ability to train, motivate, and manage employees effectively.
• Excellent communication and interpersonal skills to build rapport with clients and staff.
• Detail-oriented with strong organizational abilities.
• Ability to prioritize tasks and manage multiple responsibilities efficiently.
• Adherence to company policies, laws, and regulations.
• Maintain confidentiality of sensitive information.

Work Environment:

• The work environment may occasionally involve exposure to wet and/or humid conditions, with a usually loud noise level.
• Reasonable accommodations will be considered for individuals with disabilities.

Personal Requirements:

• Genuine fondness for animals and a passion for working in

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Experience:

• Veterinary: 5 years (Preferred)

Work Location: In person