Client Services Lead
Wichita - Full Time
Job Title: Client Services Lead
Job Status: Full-time
Schedule: up to 40 hrs/week
Supervisor: Operations Manager
Job Purpose:
The Client Services Lead provides front-line leadership and essential administrative support to ensure the efficient daily operations of the veterinary hospital. This dual-role position serves as a liaison between the hospital leadership, medical teams, and clients, ensuring excellence in patient care, client service, team coordination, and administrative workflow.
Key Responsibilities:
(Including but not limited to)
Leadership & Team Support
Teamwork & Collaboration
Defined as: “Cooperative effort by the members of a group to achieve a common goal and/or outcome.”
Qualifications & Skills
Physical & Technical Requirements
Job Status: Full-time
Schedule: up to 40 hrs/week
Supervisor: Operations Manager
The Client Services Lead provides front-line leadership and essential administrative support to ensure the efficient daily operations of the veterinary hospital. This dual-role position serves as a liaison between the hospital leadership, medical teams, and clients, ensuring excellence in patient care, client service, team coordination, and administrative workflow.
(Including but not limited to)
Leadership & Team Support
- Serve as a coach, trainer, and mentor to Client Service Representatives (CSRs) and administrative staff.
- Collaborate with hospital management and medical teams to enhance patient/client services, emergency care coordination, and daily operations.
- Support recruitment, onboarding, and continuous training of hospital team members.
- Promote and maintain hospital protocols in alignment with AVMA and OSHA standards.
- Foster a collaborative, professional, and supportive work environment.
- Oversee daily front desk functions for both specialty and emergency services.
- Ensure consistent, high-quality customer service and communication across all client touchpoints.
- Provide technical support and training for scheduling software and EMR systems (e.g., EzyVet, Smartflow).
- Maintain client/rDVM communications and ensure timely and accurate medical record keeping.
- Supervise inventory control for office and administrative supplies.
- Coordinate equipment maintenance and software updates related to front desk operations.
- Maintain accurate records, reports, forms, and client/patient documentation.
- Review charts, ensure completion, sending to referring DVM’s
- Ensure communication of records to other veterinary facilities are done in timely manner.
- Communicate with staff and DVM’s about incomplete records
- Assist in the development of hospital policies, protocols, and projects.
- Accounts receivable
- Billing for Wichita Animal Services, Sedgwick County Animal, and Rescues
- Greet clients and visitors in a professional, welcoming manner.
- Assist with appointment scheduling and client inquiries.
- Address client concerns or escalate issues as appropriate.
Defined as: “Cooperative effort by the members of a group to achieve a common goal and/or outcome.”
- Actively participate in staff meetings and team training.
- Support team members across departments as needed.
- Remain receptive to feedback and contribute to continuous improvement.
- Promote a positive, gossip-free workplace culture.
- Engage in proactive problem-solving and suggest process improvements.
- High school diploma or equivalent; college coursework in administration or veterinary-related fields preferred.
- Proven experience in administrative and client service roles; veterinary or medical setting highly desirable.
- Strong leadership, coaching, and mentoring skills.
- Proficient with Microsoft Office Suite and veterinary practice management systems (e.g., EzyVet, Smartflow).
- Exceptional written and verbal communication skills.
- Ability to multitask, prioritize, and adapt in a fast-paced environment.
- Strong attention to detail, organizational skills, and discretion with sensitive information.
- Knowledge of veterinary medical terminology, scheduling, and protocols is preferred.
- Ability to sit, stand, bend, squat, and lift up to 60 lbs safely.
- Comfortable working at a computer for extended periods.
- Ability to train and mentor in a positive, professional manner.
- Use of standard veterinary equipment and administrative tools.
