Client Service Supervisor

Department: Receptionists

Employment Type: Full Time

Location: Melrose, Massachusetts

Compensation: $24.00 - $27.00 / hour

Description: At Melrose Animal Clinic, we are dedicated to providing exceptional veterinary care and outstanding client service to pets and their families. Our team takes pride in creating a welcoming, compassionate, and efficient environment for every visit. We are seeking an experienced and motivated Front Desk Manager to lead our client care team and oversee daily front office operations. The Front Desk Manager is responsible for managing the day-to-day operations of the reception area while leading the client care team to deliver exceptional service. This role ensures smooth front desk workflows, supports staff development, maintains administrative accuracy, and helps create a positive client experience from check-in through check-out. The ideal candidate has prior veterinary or medical front office experience, leadership skills, and the ability to thrive in a fast-paced clinical environment.

Key Responsibilities: Lead, coach, and support the front desk/client care team in daily operations Oversee front desk scheduling to ensure adequate coverage and workflow efficiency Greet clients and patients while modeling exceptional customer service standards Manage high-volume phone lines and ensure prompt, professional communication Train team members to differentiate routine appointments from urgent/emergency cases Oversee appointment scheduling and calendar optimization Ensure accurate entry of client, patient, and financial data into practice management software Review and monitor invoice generation, payment processing, and financial accuracy Assist team in explaining invoices, treatment plans, and payment expectations to clients Oversee retrieval, filing, and maintenance of medical records Partner with veterinarians and technical staff to support smooth patient flow Monitor front desk KPIs, workflow bottlenecks, and client service standards Address client concerns professionally and escalated when appropriate Maintain cleanliness, organization, and professionalism of reception/lobby areas Assist with hiring, onboarding, training, and performance coaching for front desk team members Support practice leadership with administrative projects and reporting as needed This is not a complete list of duties. Responsibilities may change based on clinic needs and operational priorities. Skills Knowledge and Expertise Previous experience in veterinary reception, medical front office, or animal hospital administration required Prior leadership, supervisory, or management experience preferred Strong understanding of veterinary practice workflows and client service best practices Excellent communication, conflict resolution, and interpersonal skills Highly organized with strong multitasking abilities Experience with veterinary practice management software preferred Comfortable managing high-volume client interactions in a fast-paced environment Positive, proactive, and team-oriented leadership style

Benefits: Paid time off Competitive pay $24-27/hour Health insurance Dental Insurance Vision insurance Employee discounts Flexible schedules 401K with company match Paid days off for CE and robust CE allowance Training and career development