Team Lead

About this role

Team Lead

Caring Hands Arlington is seeking a skilled and compassionate Team lead to serve as the primary point of contact for our clients and their pets while guiding and supporting our front desk team. This position plays an integral role in the overall client experience, requiring a professional who can balance administrative precision with genuine warmth across a wide range of interactions — including those of a sensitive or emotionally complex nature — while also mentoring staff and helping ensure smooth day-to-day front office operations.

Qualified candidates will bring demonstrated experience managing high-volume front desk operations, a calm and composed presence under pressure, prior experience training or leading team members, and a commitment to delivering consistent, high-quality customer service in a clinical setting

What to Expect

As you join our mission, expect to be supported in your work and home life with:

• A comprehensive benefits package, including medical, dental, and vision insurance

• Paid time off and a 401(k) plan for full-time employees

• Professional development opportunities

Salary : $25.00-$30.00 Hourly, dependent on skills and experience

Schedule: Monday- Friday 7:30AM-8PM, Saturdays 8AM-4PM

Key Responsibilities

• Client Service Excellence

• Team Leadership & Training

• Operational Coordination

• Financial Administration

Essential Functions

• Perform all duties of a high level Client Care Specialist, including greeting clients, appointment schedule management, managing patient records, and handling client inquiries.

• Process client payments, manage financial transactions, and perform end-of-day reconciliation hand-offs.

• Prepare statements for rescue organizations and delinquent clients.

• Address client financial issues in a thoughtful and supportive manner, discussing payment options and policies.

• Ensure adherence to safety protocols and emergency preparedness plans.

• Actively participate in rounds and case discussions, providing guidance and support to the team.

• Ensure maintenance, cleanliness, sanitation, and organization of the reception area and the lobby to ensure a professional, clean environment.

Operational Management

• Coordinate daily CCS workflow and staffing assignments to ensure efficient patient care and task completion.

• Oversee the implementation of clinical protocols, ensuring compliance with health, safety, and sterilization procedures in all clinical areas.

• Monitor and ensure completion of assigned duties, follow-up tasks, and hospital protocols by the CCS team.

• Oversee CCS follow-up processes and reminder calls.

• Identify workflow inefficiencies and implement process improvements.

Practice Partnership

• Partner with the Practice Manager on strategic goals, financial performance, and budget for the practice.

• Collaborate with veterinarians and other leads to optimize patient flow and reception efficiency.

• Support the Practice Manager in developing and implementing training programs

• Provide feedback and recommendations to the Practice Manager regarding team performance and development.

Communication Responsibilities

• Lead by example in terms of punctuality, appearance, work ethic, and attention to detail.

• Maintain a positive and professional demeanor, even during challenging times, influencing team morale.

• Present as a united leadership team, especially when there are disagreements.

• Maintain open, consistent, and proactive communication with the PM, providing regular updates on operations, team performance, financial administration, and all other emerging challenges or opportunities.

• Communicate with veterinarians regarding appointment availability, workflow needs, and scheduling changes.

• Address performance or behavioral issues within the team directly and supportively, fostering growth and accountability.

• Supervise, train, and mentor the team, providing constructive feedback and actively listening to their needs for skill enhancement.

• Provide regular updates to the leadership team and participate in weekly Leadership meetings.

• Act as a first point of escalation for client inquiries, complaints, and concerns, resolving them with professionalism and empathy.

About Caring Hands Arlington

From the moment you arrive, you and your pet are welcomed with warmth and compassion. Our team takes time to understand your pet’s history and your goals for the visit. Every care plan is personalized and explained with clarity because informed pet parents make the best decisions. Together, we’ll build a foundation of trust for a healthier, happier life.

Our hospital is trusted by pet parents who rely on experienced veterinarians for Dog and Cat care. As one of the leading animal clinics in Arlington, VA, we provide compassionate service for every pet.

#CSR

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