Client Service Representative Lead

VCA Animal Hospitals - Ottawa, ON (30+ days ago)

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Veterinary Team Lead Client Care Specialist - VCA Canada Ottawa Veterinary Hospital

About the Opportunity!

VCA Canada Ottawa Veterinary has an exciting opportunity for an enthusiastic and experienced Team Lead for our Client Care department. Reporting to the Hospital Manager, the successful candidate will be working alongside the Client Care team to manage daily appointments and ensure superior client service. You will be passionate about providing leadership your immediate team members, ensuring the team is working in harmony to deliver a high level of client service to our pet owners. The role will require strong organizational and administrative skills to meet hospital goals. Key responsibilities and attributes for this role are:

experience working in a medical office (human or companion animal)
Administrative skills: overseeing and scheduling 8 - 10 Client Care staff, medical record management, filing, reporting and coordinating office services (equipment/supplies/forms/procedures)
Training: new hire training, client service training, administrative process training and additional training as required for Client Care team.
Leadership skills: acts in ways to develop trust and team connectivity with active coaching, team development and behavior modelling; create a culture of teamwork, development, communication, respect and open-mindedness
Exceptional interpersonal skills in working with your colleagues, pet parents and community: create/support best practices in client engagements, internal communication, and client care procedures; displays sound judgement in proactively addressing issues for the best possible client and patient experience
Assisting veterinary staff with various tasks and treatments when required
Ability to answer a multiline phone system and track and book appointments effectively
Placing outbound calls to pet parents for follow-up and future appointment bookings
Respond and manage email correspondence; clients, referring veterinarians & internal office messages
Admitting and discharging pet patients
Invoicing/billing; creating estimates, obtaining pet owner confirmation and processing payments
Scheduling appointments

What VCA Canada Offers:
At our core are our people – people with different strengths and interests that enrich our diversity, innovation and excellence. A team we think of as family. When you join our family, VCA Canada offers:

Comprehensive compensation structures
Opportunity for career development
Benefits including medical/dental, life and disability for eligible employees
Generous personal pet care discounts
A network of highly educated and skilled veterinary professionals
And more!
VCA Canada Cares

At VCA Canada we don’t see an animal, we see a family member. VCA Canada embraces a culture of giving back to the communities we serve and demonstrates this philosophy through our national philanthropic program, Paw it Forward. Please visit our website to learn more,


VCA Canada is committed to providing an inclusive and diverse workplace and is an equal opportunity employer. If you require any assistance, please let us know.