Lead CSR

Who is VetEvolve? VetEvolve is a network of veterinary practices built to support the people delivering care and the practices they lead. We combine clinical insight with operational strength to give our teams the support, tools, and structure they need to thrive, without losing what makes each practice unique. We are intentionally focused on growth, not as an end in itself, but as a way to strengthen our practices, expand access to care, and create more opportunities for our teams. Guided by our values: Care First. Better Together. Grow Forward. Own It. We create an environment where veterinary professionals can do their best work, build meaningful careers, and deliver exceptional care. Growth with intention. Care without compromise. Lead Client Service Representative | Lake Forest Animal Hospital | Forest, Virginia Compensation : $13- $17/hour, commensurate with licensure and experience Position Summary: The Lead Client Service Representative (Lead CSR) serves as the primary point of contact for the hospital’s front desk operations and is responsible for ensuring an exceptional client experience from check-in to check-out. In addition to performing all standard CSR duties, the Lead CSR provides day-to-day leadership to the client service team, ensuring adherence to service standards, accuracy in recordkeeping, and smooth coordination between front desk operations and clinical teams. Primary Responsibilities: Model and reinforce exceptional client service standards through professional, empathetic, and responsive communication. Resolve escalated client issues promptly and professionally, ensuring client satisfaction while supporting team accountability. Partner with technicians and doctors to coordinate patient flow, ensuring timely and accurate information sharing. Maintain a welcoming and organized reception area. Provide day-to-day guidance and support to CSRs, ensuring consistency in service delivery and adherence to hospital protocols. Assist with hiring, onboarding, training, and mentoring new team members. Serve as a role model and first point of contact for team questions and support. Collaborate with the Practice Manager on staff scheduling, coverage, and performance feedback. Oversee appointment scheduling accuracy, patient record updates, and charge capture to ensure operational efficiency. Maintain client communication standards across phone, email, and written correspondence. Ensure accurate financial transactions, deposits, and reconciliation of end-of-day reports. Support hospital inventory management, over-the-counter product sales, and prescription processing. Partner with the Practice Manager to identify opportunities to improve front desk workflows, communication, and client satisfaction. Support hospital initiatives and events, including wellness campaigns and client education efforts. Maintain compliance with all safety, confidentiality, and patient care…