Client Services Lead

Ethos Veterinary HealthWichita, KS, US

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Client Services Lead

The Client Services Lead provides front-line leadership and essential administrative support to ensure the efficient daily operations of the veterinary hospital. This dual-role position serves as a liaison between the hospital leadership, medical teams, and clients, ensuring excellence in patient care, client service, team coordination, and administrative workflow.

Key Responsibilities

Serve as a coach, trainer, and mentor to Client Service Representatives (CSRs) and administrative staff.
Collaborate with hospital management and medical teams to enhance patient / client services, emergency care coordination, and daily operations.
Support recruitment, onboarding, and continuous training of hospital team members.
Promote and maintain hospital protocols in alignment with AVMA and OSHA standards.
Foster a collaborative, professional, and supportive work environment.

Client Services & Front Desk Oversight

Oversee daily front desk functions for both specialty and emergency services.

Ensure consistent, high-quality customer service and communication across all client touchpoints.

Provide technical support and training for scheduling software and EMR systems (e.g., EzyVet, Smartflow).

Maintain client / rDVM communications and ensure timely and accurate medical record keeping.

Supervise inventory control for office and administrative supplies.

Coordinate equipment maintenance and software updates related to front desk operations.

Administrative & Office Management

Maintain accurate records, reports, forms, and client / patient documentation.

Review charts, ensure completion, sending to referring DVM's.

Ensure communication of records to other veterinary facilities are done in a timely manner.

Communicate with staff and DVM's about incomplete records.

Assist in the development of hospital policies, protocols, and projects.

Accounts receivable.

Billing for Wichita Animal Services, Sedgwick County Animal, and Rescues.

Client & Visitor Relations

Greet clients and visitors in a professional, welcoming manner.

Assist with appointment scheduling and client inquiries.

Address client concerns or escalate issues as appropriate.

Teamwork & Collaboration

Actively participate in staff meetings and team training.

Support team members across departments as needed.

Remain receptive to feedback and contribute to continuous improvement.

Promote a positive, gossip-free workplace culture.

Engage in proactive problem-solving and suggest process improvements.

Qualifications & Skills

High school diploma or equivalent; college coursework in administration or veterinary-related fields preferred.

Proven experience in administrative and client service roles; veterinary or medical setting highly desirable.

Strong leadership, coaching, and mentoring skills.

Proficient with Microsoft Office Suite and veterinary practice management systems (e.g., EzyVet, Smartflow).

Exceptional written and verbal communication skills.

Ability to multitask, prioritize, and adapt in a fast-paced environment.

Strong attention to detail, organizational skills, and discretion with sensitive information.

Knowledge of veterinary medical terminology, scheduling, and protocols is preferred.

Physical & Technical Requirements

Ability to sit, stand, bend, squat, and lift up to 60 lbs safely.

Comfortable working at a computer for extended periods.

Ability to train and mentor in a positive, professional manner.

Use of standard veterinary equipment and administrative tools.

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Client Service Lead • Wichita, KS, US

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