Lead Client Service Representative at VetnCare – El Dorado Hills, California

Senior Client Services Representative

Location: Insight Veterinary Wellness CenterEmployment Type: Full-timeSchedule: 5 days per week (flexibility required, including some weekends and evenings to support a 24/7 hospital)

About VetnCare

VetnCare is a growing community of veterinary hospitals across Northern California, built on a simple idea: next-level care, next door. We partner with strong local practices and support them with shared infrastructure, operational support, and clinical collaboration—while preserving the heart of each hospital and the relationships that make them special.

At Insight Veterinary Wellness Centre, we operate a busy 24/7 emergency and general practice hospital, providing care to pets and support to families at all hours. Our Client Services team plays a critical role in ensuring every client interaction is calm, professional, and compassionate—especially during stressful or urgent situations.

Role Summary

The Senior Client Services Representative is a hands-on leader responsible for overseeing the front desk and Client Services team in a fast-paced, 24/7 hospital environment.

This role requires someone who is both a high-functioning client services representative and an effective team leader—able to step in during busy periods, support the team in real time, and ensure a consistently high standard of client communication and service.

You will lead the development of the client services team, improve workflows, and elevate the overall client journey from first phone call to discharge, ensuring a compassionate and efficient experience for pet owners.

Core Responsibilities

Front Desk Operations

Answering incoming calls and assisting clients with scheduling, inquiries, and emergency triage communicationGreeting clients and checking in patients in a professional and compassionate mannerManaging appointment scheduling and coordinating with the clinical teamProcessing payments, invoices, and client estimatesSupporting discharge and checkout processesAssisting with high client volumes during busy periodsModelling excellent communication and service standards for the client services team

Client Service Team Leadership

Lead, support, and develop the client services team across shifts in a high-volume 24/7 hospitalSet clear expectations for service standards, professionalism, and teamworkProvide real-time guidance during busy periods and support the team with difficult client situationsEnsure consistent coverage and coordination across day, evening, and weekend shiftsAct as the primary escalation point for client service concerns

Training & Development

Own onboarding and training for new team colleagues, including:Phone handling and triage communicationScheduling and workflow coordinationClient communication and service recoveryPayment processing and financial conversationsPIMS trainingProvide ongoing coaching and performance feedbackIdentify development opportunities and support the growth of the teamMaintain training materials and SOPs to ensure consistency across shifts

Client Journey & Experience

Lead initiatives to enhance the end-to-end client experience, including:Phone interactions and appointment bookingEmergency intake and expectation-settingWait-time communication and updatesCheckout and discharge processesManage client concerns and complaints professionally and empatheticallyMonitor client feedback and identify opportunities to improve service standards

Operational Excellence

Support efficient patient flow through effective scheduling and communication with clinical teamsEnsure accuracy and consistency in:Client records and communicationEstimates, invoicing, and payment collectionAppointment managementIdentify workflow improvements that help the front desk run smoothly in a busy environmentWork closely with hospital leadership to support operational performance and team culture

Experience & Profile

Required

3+ years of client service experience, ideally in a veterinary or healthcare environmentDemonstrated ability to lead and develop a teamStrong experience working as a high-performing Client Services Representative in a fast-paced environmentComfortable managing high client volumes and emotionally charged situationsStrong communication and problem-solving skillsHighly organized with the ability to manage competing priorities

Preferred

Veterinary hospital experience (especially emergency or urgent care settings)Previous experience as a Lead Client Service Representative, Client Service Supervisor, or Front Desk ManagerExperience implementing training, service standards, or workflow improvementsFamiliarity with veterinary practice management software

Personal Attributes

Calm and composed under pressureNatural leader who supports and motivates teamsEmpathetic communicator with strong emotional intelligenceDetail-oriented and highly reliablePassionate about delivering an exceptional client experience

Why This Role Matters

In a 24/7 emergency hospital, the Client Services team is often the first and last interaction a pet owner has with our hospital. The Client Services Lead ensures that every client feels supported, informed, and cared for—while helping the hospital operate smoothly during even the busiest shifts.

Compensation - $28-30 per hour

Benefits

401(k) with 100% company match up to 4%Generous discounts on care for multiple petsComprehensive medical (virtual care included), dental, and vision insurance to support your health while you care for theirsHealth and Dependent Care FSA/HSA accounts to maximize your tax savings and healthcare flexibilityEmployer-paid life and AD&D insurance to protect what matters mostShort-term and long-term disability coverage to protect your income if life throws you a curveball.Comprehensive Employee Assistance Program providing free mental health counseling, legal and financial consultations, and family support services available 24/7 for you and your loved ones.Paid time off, sick leave, and paid holidays to support your work-life balanceConsistent growth opportunities to advance your careerAnnual engagement surveys so your voice shapes our workplace culture and policiesThe pay range for this role is:28 - 30 USD per hour(Insight Veterinary Wellness Center)