What are the responsibilities and job description for the Lead Veterinary Receptionist position at PetHealth Urgent Care?

PetHealth Urgent Care in Wyomissing, Pennsylvania, fills the essential gap between general practice and chaotic emergency rooms, offering timely and specialized care for acute illnesses and urgent walk-in needs. Our mission is to provide the care pets deserve with the convenience their owners crave. The local community has shown tremendous trust in our medical approach and our compassionate service, reflected in our excellent 4.5-star average review rating. If you are seeking a fast-paced environment where your medical skills are immediately put to use addressing acute patient issues, this is the ideal opportunity to join a dedicated team of professionals committed to high-quality medicine. When you join our team, you become part of a larger network that is truly invested in your professional success. We understand that to do your best work, you need support and mentorship. We prioritize a culture of collaboration, ensuring that every skilled and compassionate teammate has access to resources for growth. There are established programs in place designed to help you achieve your long-term career goals, whether that means advancing into leadership roles or becoming a credentialed veterinary technician. We foster a positive and attentive work environment that ensures you have the stability and support required to confidently practice medicine. The quality of medicine practiced at our Wyomissing location centers specifically on urgent veterinary care. You will gain deep experience managing crucial cases like toxin ingestion, skin allergies, dehydration, upper respiratory issues, and acute gastrointestinal illnesses, such as diarrhea and vomiting. Crucially, we intentionally triage the most severe, life-threatening emergencies - such as severe trauma or respiratory distress requiring overnight hospitalization - to 24/7 emergency facilities. This defined scope of practice allows you and your teammates to focus your energy on swift diagnostics and precise urgent treatments, mastering a high-impact medical workflow every day. Our hospital is located in Wyomissing, Pennsylvania, a highly accessible location that offers convenience for both commuting and local living. Wyomissing is situated near the larger city of Reading, providing you with ample local amenities and professional resources while maintaining a strong community feel. Our location benefits from being a necessary local resource for pet owners, giving you the chance to establish strong relationships and serve a population that genuinely appreciates the high level of medical attention and compassionate care our teammates provide.

Your Impact as a Lead Customer Service Representative

As a Lead Customer Service Representative (Lead CSR), you are a working leader who sets the tone for the hospital's first impression. You support daily front desk operations while providing essential guidance, coaching, and support to the CSR team. In this role, you are responsible for maintaining exceptional client experiences, reinforcing service standards, and serving as the primary point of escalation for client and workflow issues. You partner closely with hospital leadership to ensure smooth operations, team alignment, and a positive, collaborative culture.

Your Impact Will Include:

Leading by Example: You will serve as a role model for service excellence, professionalism, and teamwork, performing all core CSR duties including scheduling, check-ins, and financial transactions.
Mentoring the Team: You will support the onboarding and training of new CSRs, providing real-time coaching, feedback, and development planning to help your teammates succeed.
Solving Problems: You will act as the first point of escalation for client concerns and service recovery, using sound judgment to resolve issues and identifying workflow gaps to suggest improvements.
Driving Communication: You will build strong relationships across departments (technicians, veterinarians, leadership) and handle sensitive or escalated client conversations with confidence and care.
Managing Operations: You will support daily front desk coverage, monitor client experience, and ensure the accuracy of scheduling, records, and reporting.
Championing Culture: You will lead with integrity and empathy, maintaining a calm, supportive presence during high-volume situations and reinforcing hospital values.

What You'll Bring to the Team

High school diploma or equivalent is required.
Minimum of 2 years of customer service experience is required.
Strong computer skills, including experience with scheduling systems and POS platforms.
Excellent communication skills with the ability to communicate clearly, empathetically, and professionally.
Prior lead, senior, or mentoring experience is strongly preferred.
Experience in veterinary, healthcare, or multi-location service environments is preferred.

How You're Supported

As part of the Mission Pet Health family, you get the stability of a local practice backed by the comprehensive benefits and resources of a larger network. The focus is on investing in you, so you can focus on what you love.

Note: Our comprehensive benefits package is designed to support you at every stage. Eligibility for specific benefits varies based on your role and hours worked.

Competitive Compensation

A competitive hourly rate based on your experience and leadership role.

Total Wellbeing

Comprehensive coverage including Health, Dental, and Vision insurance, plus access to our Employee Assistance Program (EAP).

Financial Health

Plan for your future with a 401k retirement plan, plus Life Insurance and Short-Term Disability options.

Commitment to Growth

We support your career goals with opportunities for professional development and training.

The Power of a Network

Join a nationwide community of over 20,000 veterinary professionals who share a passion for collaboration and career growth.

Valuable Perks

Enjoy paid time off, discounted veterinary care for your own pets, and free 24/7 access to doctors through Teladoc.

About Mission Pet Health

Mission Pet Health was founded by veterinarians on the belief that local practices thrive with clinical autonomy, collaboration, and medical excellence. The organization provides world-class support to its 850 hospital teams on a hyper-local basis so they can focus on what matters most: the medicine, their patients, and their team culture. Learn more at missionpethealth.com.

Driving the award-winning culture are the WAG values – Work Together, Amaze, and Grow. Mission Pet Health is veterinarian-led, people-focused, and on a mission to be the best place to work in veterinary medicine. We are proud to be recognized as a 2025 "Most Loved Workplace," ranked #2 in America's Top 100 and #1 in veterinary care.

Physical Requirements: Ability to sit, stand, and walk for extended periods. Manual dexterity to operate computers and office equipment. Ability to communicate clearly with clients and team members. Reasonable accommodations may be made.

Reasonable Accommodations: Applicants with disabilities may be entitled to reasonable accommodation. Please contact benefits@mvetpartners.com with your request and contact information.

EEO Statement: Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.

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