Client Care Lead

Lead Client Care Representative Central Texas Veterinary Specialty and Emergency Hospital - Austin Be the welcoming presence that sets the tone for exceptional veterinary care.  As our Lead Client Care Representative (LCCR), you will help create a smooth, supportive experience for every client who contacts or visits our hospital. Reporting directly to the Client Care Manager, you will lead the front-of-house team, support daily hospital operations, and serve as a trusted resource for both clients and colleagues. From the first greeting to the final checkout, you will help ensure every interaction is professional, compassionate, and efficient. What You’ll Do Train new team members on office procedures, hospital flow, and veterinary medical terminology. Lead and support Client Care Representatives while demonstrating expert knowledge of all CCR responsibilities. Respond promptly and thoughtfully to incoming phone calls, emails, text messages, and chats based on the urgency of each situation. Welcome clients, complete check-ins, and determine visitation status in the practice management system. Maintain advanced knowledge of the practice management system, including auditing and reviewing patient visits and invoices. Apply triage criteria and a strong understanding of common veterinary terms, procedures, and conditions. Troubleshoot and manage communication between the hospital team and clients, promoting clear and consistent updates. Professionally resolve client concerns and maintain a calm, polished demeanor in a fast-paced, changing environment. Serve as the go-to resource for payment options, insurance information, and wellness programs. Manage inventory and supplies, general stocking, and the upkeep of lobby areas, exam rooms, and other client or patient areas. Oversee office equipment, computers, printers, and phones, and notify management when repairs are needed in reception or lobby areas. Complete opening and closing cash reconciliation, support accounts receivable as directed, and perform or review end-of-day balancing and closing procedures. Support staff performance management, including annual reviews and disciplinary actions led by the Client Care Manager. Help cover planned and unplanned CCR schedule changes. Perform clean-up duties involving animal bodily fluids and waste, including urine, feces, vomit, and blood. Take on other duties as assigned to support the team and hospital. What You’ll Bring High school diploma or GED. At least three years of experience in the client service industry. At least 12 months of veterinary experience; emergency experience is preferred. Experience with Microsoft Office and/or Google Workspace products. Strong communication, multitasking, and time-management skills. A collaborative approach and the ability to work effectively in a team setting. The ability to remain calm, professional, poised, and tactful under pressure. Willingness and ability to work nights, weekends, and holidays as business needs require. Physical Requirements and Work Environment Ability to sit or stand at a computer station for extended periods. Ability to occasionally lift up to 30 pounds. Ability to maintain sustained contact with multiple animal species and learn safe handling, restraint, and working practices. Ability to work in a facility with multiple animal species without allergies that would prohibit performing the role. Comfort working in an environment where the noise level is normally moderate. Schedule: Primarily night/weekend shift but will provide coverage as needed. Overtime may be required  Benefits Package: Complimentary Short Term Disability   Complimentary Life Insurance; with options to purchase additional voluntary benefits for self or family   Company Sponsored Employee Assistance Program (Headspace)  401K with 100% company match up to 3% and 4% company match for your 5% of contributions, eligible after 6 months of employment  Florida Blue Insurance Plans with 3 tiered options; Kaiser for CA Residents  Flexible Spending Account,  Health Savings Account or Health Reimbursement Account  options   United Healthcare Dental Insurance; includes a 100% paid premium option for team members  United Healthcare Vision Insurance options  Long Term Disability option (paid for by employee)  Progyny-Fertility and Family Building Support   Team Member Discounts for Pet Care  Paid time off-inclusive of sick, personal, and vacation  Digital Musculoskeletal Support Referral Bonus Program DailyPay on Demand Partnership with Purdue Veterinary Technology Program Pay: $23-26/hour, depending on experience  We are a proud United Veterinary Care Partner hospital. United Veterinary Care supports the unique culture and individuality of each partner hospital while empowering the hospital teams in their care for patients. United Veterinary Care provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.