Position: Clinic Operations Concierge

Role Summary

The Customer Service Concierge / Vet Tech plays a key role in ensuring that every client and pet receives an exceptional modernvet experience—both online and on-site. This position blends hospitality, client service, and operational excellence. The Concierge serves as the face of the clinic, handling front-of-house service, billing administration, live chat communication, and daily readiness routines that uphold modernvet’s service and operational standards.

This role is ideal for individuals who are warm, organized, and proactive—someone who thrives in a fast-paced clinic setting while maintaining professionalism and empathy toward both pets and their owners.

Key Responsibilities

Client Experience & Lobby Service

• Welcome and assist clients and their pets with empathy, professionalism, and attentiveness.

• Manage appointment scheduling, confirmation, and check-in in coordination with the medical team.

• Ensure the cleanliness, comfort, and overall presentation of the lobby and waiting areas.

• Provide accurate and friendly information about services, procedures, and promotions.

• Handle client concerns with care, escalating to the Branch Head or relevant team as needed.

Billing & Payment Administration

• Prepare and issue invoices for consultations, treatments, and medications.

• Accurately and securely process payments (cash, card, or e-wallet).

• Complete end-of-day billing reconciliation and coordinate with the Finance team.

Live Chat (Intercom) & Online Support

• Manage online chat tickets and inquiries with fast, friendly, and professional responses.

• Provide information about clinic services, appointment availability, and pricing.

• Escalate medical or urgent cases to the appropriate team promptly to ensure timely response.

Non-Medical Branch Operations

• Ensure Daily Readiness: Lead opening and closing routines using the branch checklist to maintain a guest-ready, organized, and welcoming clinic environment.

• Facilitate Morning Huddles: Host or co-facilitate daily team huddles before opening to align on priorities, service targets, and standards.

• Maintain Facility Excellence: Conduct midday walk-throughs using the audit checklist to ensure operational and environmental readiness. Follow up on findings with relevant team members and report updates to the Branch Head.

• Support Seamless Operations: Provide hands-on support for administrative and operational tasks as assigned to ensure smooth service flow and outstanding client experience.

Qualifications

• Minimum Diploma or Bachelor’s degree, preferably in a healthcare-related major (e.g., Nursing, Veterinary Paramedic, Public Health, or similar).

• 6 months – 1 year of experience in customer service, reception, or front-office operations—preferably in a clinic, hospital, or hospitality environment.

• Excellent communication and interpersonal skills, with a genuine service and empathy mindset.

• Proficient in Microsoft Office and chat or CRM systems (e.g., Intercom, Zendesk, WhatsApp Business).

• Organized, detail-oriented, and comfortable multitasking in a fast-paced environment.

• Professional appearance and a sincere love for animals.

• Proficient in English, both written and spoken.

Preferred Attributes

• Comfortable handling and interacting with pets in a safe and caring manner.

• Familiar with veterinary or medical administrative workflows.

• Energetic, positive, and proactive in solving operational or client-facing challenges.