BE THE HEART OF OUR FRONT DESK AND THE LEADER OF OUR RECEPTION TEAM

Are you an experienced veterinary receptionist looking to take the next step in your career? Gladesville Veterinary Hospital is looking for a warm, organised, and proactive Lead Receptionist to oversee our reception operations, support our client service team, and work closely with the clinical leadership group to make our workflows more effective and our client experience even stronger.

ESSENTIAL SKILLS & EXPERIENCE

• Previous experience in a veterinary reception or comparable healthcare customer service role
• Strong organisational and time management skills
• Confidence in leading a small team and managing day-to-day operational issues
• High-level interpersonal and communication skills
• Ability to remain calm, professional, and solutions-focused under pressure
• Familiarity with veterinary practice management software (e.g., RxWorks or similar)
• A genuine passion for helping people and animals

ABOUT THE ROLE

As Lead Receptionist, you will take on a dual responsibility: managing the daily duties of a receptionist while also serving as the point person for the reception team. You will:

• Act as the Driver of the Day – our daily workflow coordinator and team motivator
• Provide daily support and leadership to the reception team
• Be the first point of contact for day-to-day issues or queries, before they escalate to the Practice Manager
• Collaborate with the Practice Manager, Lead Vet, and Head Nurses to refine systems, checklists, and procedures
• Troubleshoot daily challenges and ensure the smooth running of the reception area
• Deliver outstanding client service to pet owners and their animals

KEY RESPONSIBILITIES

• Oversee and support the day’s appointment schedule and reception team workflow
• Ensure a consistently high level of client service at the front desk and over the phone
• Mentor and train new receptionists to VetPartners standards
• Assist with reception team rostering, performance check-ins, and ongoing development
• Take the lead in updating and maintaining protocols, templates, and communications tools
• Liaise closely with the clinical team to maintain smooth patient transitions and effective communication