Description

Veterinary Client Service Representative - Lead

Full-time

Kahului, HI

Central Maui Animal Clinic, a Thrive Pet Healthcare partner, is looking for a driven, service-minded Veterinary Client Service Representative (CSR) Lead to join our team in Kahului, HI. If you thrive in a dynamic environment, love bringing people and teams together, and take pride in leading with both head and heart, we’d love to meet you!

In this role, you’ll serve as the heartbeat of our front office-guiding daily workflow, supporting pet parents, mentoring team members, and ensuring a seamless, high-quality experience for every client and patient.

Responsibilities include but are not limited to:

• Leading with Your Head (Business & Operations):
• Oversee daily front office workflow to direct the team toward a smooth, productive daily cadence.
• Partner with the Practice Manager to maintain optimal staffing levels, manage inventory control systems (audits, stock targets), and handle facility maintenance and supply ordering within budget.
• Ensure the hospital consistently meets Thrive and OSHA safety standards, reporting any issues promptly to the Practice Manager.
• Complete all required continuous training courses.
• Leading with Your Heart (Culture & Empathy):
• Maintain healthy work relationships using emotional intelligence, open communication, and conflict competence.
• Foster a respectful, inclusive team environment that supports low turnover and high engagement.
• Support team wellbeing through regular check-ins, coaching, and prescribed training to ensure peak efficiency and job satisfaction.
• Address emergent client escalations, urgent requests, and team concerns with care and empathy, keeping the Practice Manager informed.
• Act as a Thrive Ambassador, modeling and supporting company initiatives.
• Leading with Your Hands & Essential CSR Duties:
• Lead from the floor to sustain proactive client engagement, clear communication, and outstanding patient care.
• Front Desk & Scheduling: Greet clients warmly, answer inquiries, maintain a clean/sanitized work area per SOPs, and manage appointment scheduling based on vet availability.
• Client Communication & Check-In/Out: Guide clients through check-in and discharge, explain billing statements, process payments accurately, follow end-of-day PIMS workflows, and assist with insurance claims.
• Record Keeping & Follow-Up: Maintain accurate, confidential client files and contact clients for reminder calls, treatment plan follow-ups, and post-visit feedback.
• Team Collaboration: Work closely with veterinarians and technicians while helping train and share knowledge with fellow team members.

What we’re looking for:

• Experience: Prior experience working as a veterinary CSR/receptionist is required. Prior experience in a lead, supervisory, or management role is preferred.
• Skills: Proficient clinical/medical terminology knowledge, strong communication skills, exceptional customer service, and multi-tasking abilities.
• Availability: Flexibility to work all shifts, including evenings and weekends.
• Physical & Environmental Requirements:
• Dependable attendance and punctuality.
• Ability to routinely lift 40+ lbs (50+ lbs with assistance).
• Capability for extended standing, kneeling, bending, crouching, and reaching (often in awkward positions).
• Comfort working around hazard situations (anesthetic/sterilant gases, cleaning solutions, infectious diseases) and potentially aggressive animals.

Why you’ll love working here:

• Be part of a compassionate, collaborative team that truly values pets and their families
• Ample opportunity to hone your leadership skills in a supportive, growth-oriented practice
• Make a meaningful impact on the Maui community every day

About Us:

We are Maui's only 24-hour emergency clinic, dedicated to providing compassionate, around-the-clock critical care to all of Maui's pets when they need it most. In addition to our 24/7 emergency services, we offer comprehensive daytime general practice appointments Monday through Saturday to keep your companions healthy and thriving year-round.

Benefits - our care in action

Thrive offers a suite of benefits to support team members’ emotional, physical, professional, and financial wellbeing. In addition to our health and life insurance, and short- and long-term disability plans, we offer eligible team members:

• Competitive pay
• 401(k) with employer match
• Mental health resources, including easy access to therapy through Lyra Health
• Paid parental leave
• Purr-ental leave for when you adopt a pet
• Subsidized backup childcare and elder care
• Expert advice, support, and network discounts for fertility and family planning
• FREE CE courses
• Pet perks and veterinary service discounts
• Student loan support tools and assistance

Provide your best care with more bridges and less barriers. We listen to your needs and then meet them. Through training and free CE experiences, your career development can flourish. And in our locally rooted, nationally connected community, you’ll be able to make connections, access opportunities and find support with ease. Support for you is as vital as the support you provide.

You’ll Thrive With Us

At Thrive, you have the opportunity to develop your career in a way that best suits your goals. Take advantage of our comprehensive learning and skill-building programs to enhance your expertise. You can build your skills and earn credentials through:

• Our vast, diverse, and free library of continuing education courses - ThriveU
• Live, virtual interactive workshops to develop valuable leadership skills
• Move into any specialty, hospital type, or environment - across the nation.

About Thrive

Thrive Pet Healthcare is one of the first veterinary services offering a comprehensive continuum of care for pets’ primary, specialty, and acute needs. Through a nationwide community of over 360 veterinary providers, and an industry-leading membership program, Thrive Pet Healthcare provides personalized, accessible care through every stage of a pet’s life and health. Founded by veterinarians, the organization provides industry-first benefits for practice staff while elevating privately held veterinary hospitals with innovative service and technology solutions. By focusing on the needs of care providers and professional collaboration, Thrive Pet Healthcare is supporting the well-being of the industry and raising the national bar for veterinary excellence.

Thrive Pet Healthcare is united by our mission to create the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners. We exist to nurture both pets and people through meaningful relationships and exceptional veterinary care.

Our Support Office teams power that mission by supporting our hospitals through operational excellence, innovative programs, people-centered culture, and forward-thinking business solutions - all while having plenty of fun along the way.

We nurture pets & people through meaningful relationships and exceptional pet care-and we are united by a shared set of values.

• Service - delivering exceptional service
• Empathy - leading with care
• Accountability - achieve meaningful outcomes
• Joy - be a source of light
• Exploration - learn to fuel growth
• Team - connect for success

At Thrive Pet Healthcare, we are committed to creating a culture where everyone from any background can be heard, respected, and valued. We pledge to build an inclusive environment nurtured by respectful curiosity to support, encourage, and celebrate the diverse voices of our teams and the communities we serve.

Compensation negotiable based on credentials and experience with a hourly pay range starting at $21.00 to $23.00 an hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.