Front Office Supervisor

Position Overview

The Front Office Supervisor leads a welcoming, compassionate reception team that shapes the client experience from the first phone call through the conclusion of each visit. Through clear communication, thoughtful service, and reliable follow-through, the team builds trust and strengthens lasting client relationships.

This role supports that experience by supervising and developing reception staff, establishing clear expectations, and improving procedures for scheduling, communication, and financial processes. Partnering closely with the Surgeons, Practice Manager, and clinical departments, the Front Office Supervisor ensures smooth daily operations, supports organizational goals, and prepares the department for the company’s continued growth.

The ideal candidate brings direct supervisory experience in a medical or veterinary setting, sound judgment, and the ability to turn complex workflows into clear procedures and practical training.

Reports to: Practice Manager

Key Responsibilities

Department Leadership and Development

• Directly supervise reception staff, assign daily responsibilities, and establish clear performance and client-service expectations.
• Provide regular coaching, individual check-ins, and constructive feedback to support employee success.
• Conduct performance evaluations and address conduct and performance concerns in coordination with the Practice Manager.
• Strengthen the practice’s positive team environment of exceptional client care through collaboration, respect, and support.
• Participate in interviewing, selecting, onboarding and training reception staff.
• Prepare reception staffing schedules and coordinate coverage for breaks, absences, and periods of increased demand.
• Provide hands-on reception support as needed while maintaining time for supervision, training, and process improvement.

Client Experience and Service Recovery

• Set the standard for welcoming clients and providing compassionate, professional service throughout their experience with the practice.
• Oversee telephone service, patient check-in and check-out, and client flow through consultation appointments.
• Serve as the escalation point for complex client concerns and service issues, de-escalating difficult interactions and resolving concerns within established authority.
• Coach reception staff in client communication, de-escalation, and follow-through.
• Identify recurring client concerns and recommend improvements to service and workflows.

Scheduling and Communication

• Oversee accurate consultation, surgery, and follow-up scheduling in accordance with approved protocols.
• Partner with clinical departments to align scheduling with clinical capacity, staffing, and patient needs.
• Establish clear message-handling and handoff responsibilities, ensuring reliable documentation, routing, tracking, and follow-up on unresolved scheduling or communication issues between clients, surgeons, and clinical staff.
• Ensure medical questions and potentially urgent concerns are promptly escalated to designated clinical personnel.
• Anticipate how reception decisions affect clinical departments, patient flow, and the overall client experience.

Training and Process Improvement

• Create and implement structured onboarding plans, training materials, checklists, and standard operating procedures for reception workflows, and track completion of required onboarding and training.
• Assess employee proficiency and provide additional training where needed.
• Coordinate with clinical leadership to ensure reception guidance reflects approved clinical protocols.
• Document and communicate policy and procedure changes, ensuring staff understand and consistently follow them.
• Review workflow delays, errors, and recurring questions; identify causes and implement practical improvements.
• Monitor department measures, such as scheduling accuracy, message follow-through, payment discrepancies, and training progress.
• Recommend staffing, training, and workflow adjustments to support organizational goals and future growth.

Financial and Administrative Oversight

• Oversee accurate invoice preparation, review, and payment processing.
• Support staff in resolving billing questions and explaining approved payment options, including third-party financing programs.
• Oversee daily payment reconciliation, investigate and resolve discrepancies within established authority, and escalate unresolved issues.
• Review and process refunds and account adjustments within established approval limits.
• Ensure appropriate handling of payments, financial records, and confidential client information.

Facility Coordination

• Coordinate routine maintenance requests, approved vendor visits, and communication with property management.
• Maintain schedules and records for required facility services, inspections, and testing, including elevator, sprinkler, and pest-control services as applicable.
• Arrange technical inspections, testing, repairs, and system shutdowns or reactivation through qualified personnel or approved vendors, with Practice Manager authorization.
• Promptly report facility conditions that affect safety, client service, or daily operations.
• Support facility improvements and expansion projects as assigned by the Practice Manager.
• Perform other related duties as assigned

Required Qualifications

• High school diploma or equivalent.
• Experience working in a medical or veterinary practice.
• Demonstrated direct supervisory experience, including setting clear expectations and coaching team members through constructive performance feedback.
• Experience with payment reconciliation, client financing programs, and billing issue resolution.
• Ability to address employee concerns and resolve conflicts while supporting a respectful, collaborative team environment.
• Experience creating training materials, documenting procedures, and improving administrative workflows.
• Attention to detail and strong organizational and project management skills.
• Strong problem-solving skills and the ability to manage competing priorities in a fast-paced practice.
• Excellent verbal and written communication skills.
• Exhibit sound judgment and the ability to remain composed during difficult client interactions.
• Ability to coordinate effectively with clinical staff and recognize when clinical guidance or management approval is needed.
• Ability to stand for most of the workday (8–10 hours)
• Ability to lift up to 20 lbs

Preferred Qualifications

• Associate degree or higher in a related field preferred.
• Two to three years of supervisory experience in a veterinary, specialty veterinary, medical-office, or other healthcare setting.
• Instinct veterinary practice management software experience.

Compensation

• Compensation: $27.00 - $32.00/hour, commensurate with experience.
• Pay schedule: Bi-weekly

Benefits

• Health, dental, and vision insurance
• 401(k)
• Paid time off
• Employee discount

Schedule

• Five 8-hour shifts per week

Applications accepted until position is filled, but not after November 15, 2026.

Last revised: 10/16/2026

Equal Opportunity Employer

Spry Companions is an Equal Opportunity Employer and is committed to providing a workplace free of unlawful discrimination and harassment. We do not discriminate on the basis of race, color, religion, sex, age, national origin, marital status, veteran status, disability, sexual orientation, gender identity or expression, or any other status protected by law.

Pay: $27.00 - $32.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person