Client Service Supervisor

Department: ReceptionistsLocation: Melrose, MassachusettsCompensation: $24.00 - $27.00 / hourDescriptionMelrose Animal ClinicAt 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.Position OverviewThe 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 ResponsibilitiesLead, coach, and support the front desk/client care team in daily operationsOversee front desk scheduling to ensure adequate coverage and workflow efficiencyGreet clients and patients while modeling exceptional customer service standardsManage high-volume phone lines and ensure prompt, professional communicationTrain team members to differentiate routine appointments from urgent/emergency casesOversee appointment scheduling and calendar optimizationEnsure accurate entry of client, patient, and financial data into practice management softwareReview and monitor invoice generation, payment processing, and financial accuracyAssist team in explaining invoices, treatment plans, and payment expectations to clientsOversee retrieval, filing, and maintenance of medical recordsPartner with veterinarians and technical staff to support smooth patient flowMonitor front desk KPIs, workflow bottlenecks, and client service standardsAddress client concerns professionally and escalate when appropriateMaintain cleanliness, organization, and professionalism of reception/lobby areasAssist with hiring, onboarding, training, and performance coaching for front desk team membersSupport practice leadership with administrative projects and reporting as neededThis is not a complete list of duties. Responsibilities may change based on clinic needs and operational priorities.Skills Knowledge and ExpertisePrevious experience in veterinary reception, medical front office, or animal hospital administration requiredPrior leadership, supervisory, or management experience preferredStrong understanding of veterinary practice workflows and client service best practicesExcellent communication, conflict resolution, and interpersonal skillsHighly organized with strong multitasking abilitiesExperience with veterinary practice management software preferredComfortable managing high-volume client interactions in a fast-paced environmentPositive, proactive, and team-oriented leadership styleBenefitsPaid time offHealth insuranceDental InsuranceVision insuranceEmployee discountsFlexible schedules401K with company matchPaid days off for CE and robust CE allowanceTraining and career developmentJoin Our TeamIf you’re an experienced veterinary client service professional ready to take the next step in leadership, apply today to join Melrose Animal Clinic as our next Front Desk Manager!