Lee Ann Esposito
Kennebunk,ME
Summary
Adaptable, multi-tasking , animal loving Veterinary Receptionist known for being compassionate, professional, positive and dependable. Highly skilled in customer service, record keeping and appointment scheduling. Pursuing a position where well-honed office skills and attention to detail will be appreciated.
Overview
29
29
years of professional experience
Work History
Client Care Specialist-ER and Specialty
Maine Veterinary Medical Center
Scarborough, Maine
11.2025 - Current
- Coordinated communication between clients and veterinary teams across ER and specialty departments to ensure seamless service delivery.
- Triage emergency calls and walk ins, routing them quickly and appropriately to veterinary technicians and doctors.
- Delivered compassionate support to pet owners during stressful or end-of-life situations, enhancing client experiences.
- Greet patients and clients upon arrival with professional, warm, welcoming service.
- Check in all appointments efficiently and accurately and notify the proper department.
- Answer and manage a busy multi line phone system, email, and text messaging.
- Schedule and send reminders for appointments, surgeries and consultations for 6 specialty departments.
- Create, maintain and update all client and patient files using practice management software (Instinct).
- Facilitate prompt check outs and process payments(cash, credit cards, Care Credit, Affirm, Scratch Pay Loans).
- Initiate discharge of hospitalized patients with the appropriate department and follow through to completion.
- Collected deposits for treatment plans as instructed by medical teams.
- Clarified charges and financial policies to pet owners, ensuring transparency and understanding.
- Processed and submitted Trupanion pet insurance claims to ensure prompt payment. Trupanion pet insurance claims for direct pay to hospital.
- Reconcile and balance cash drawer opening shift and mid day.
- Supported calm waiting room experiences during stressful pet care visits.
Patient Service Specialist
MaineHealth/Kennebunk Primary Care
Kennebunk, ME
10.2021 - 11.2025
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Handling sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust.
- Responding promptly and efficiently to patients, answering questions and addressing concerns.
- Managing patient registration process, confirming data accuracy and completeness.
- Knowledgeable and proficient in Epic software to schedule appointments within primary care.
- Using Epic software to schedule patients into various radiology and lab location schedules appropriately.
- Managing multiple providers' schedules.
- Addressing patient requests and inquiries in person, via telephone and through online Patient Portal.
- Processing medical records requests efficiently.
- Collection of copayments and compiling daily financial records.
- Built and maintained positive working relationships with patients and coworkers.
- Staying calm under pressure and successfully dealing with difficult situations.
- Facilitating communication between patients and various departments and staff.
- Managing multiple ongoing patient outreach projects to facilitate optimal health care for patients.
Customer Service Associate Cashier
New Morning Natural Foods
09.2017 - 10.2021
- Assist customers in navigating store to find particular products that meet their needs.
- Greet customers in a welcoming manner.
- Check in and shelving of large complex direct product orders.
- Cashier duties including detailed financial transactions.
- Answering multiple phone lines and directing calls appropriately.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting charges.
VETERINARY RECEPTIONIST/ASSISTANT
Vineyard Veterinary Clinic
01.2000 - 01.2004
- Provide top-notch customer service
- Being attentive to client and pet needs
- Identify and work compassionately with clients in various emotional states
- Answer and triage phone calls from clients
- Schedule appointments and schedule procedures
- Check-in clients
- Monitor client flow from check-in to discharge
- Client callbacks
- Managing record requests between other hospitals and specialty practices
- Fill prescriptions
- Discharge patients
- Client education
- Assist in cleaning the hospital including: keeping desk area and lobby clean and sanitary, taking out the trash, laundry, cleaning floors, exam rooms, and kennels if needed
- Process payment transactions
- Maintain proper documentation
- Relay appropriate information to/from clients to doctors and/or management.
Assistant to Executive Director
Kent Animal Shelter
05.1998 - 01.2000
- Answered phones and managed daily shelter office duties.
- Maintained detailed records of all shelter activities, including animal intakes, adoptions, medical treatments.
- Completed bi-weekly payroll.
- Assisted in matching pets with suitable adoptive families through careful evaluation of needs and backgrounds.
- Facilitated smooth transitions for newly adopted pets by providing support resources such as behavioral training and follow-up checkins.
- Oversaw the successful rehoming of numerous animals by coordinating with rescue organizations and adoptive families.
- Prioritized animal welfare by addressing concerns promptly, collaborating with veterinarians to develop appropriate treatment
- Cleaned animal enclosures maintain clean living spaces for pets and prevent spread of disease.
- Administered medications to animals in treatment and documented changes in condition.
- Educated visitors and staff on proper animal care and handling.
- Consulted with veterinarians to diagnose problems and administered prescribed treatments.
Education
High School Diploma -
GARDEN CITY SENIOR HIGH SCHOOL
Garden City, NYSkills
- Veterinary receptionist experience
- Trained and comfortable in all aspects of hands-on animal care
- Technology proficiency
- Emergency triage
- Self-aware, and able to manage high-stress interactions with tact
- Attention to detail
Personal Information
Title: Veterinary receptionist
References
References available upon request
Timeline
Client Care Specialist-ER and Specialty
Maine Veterinary Medical Center
11.2025 - Current
Patient Service Specialist
MaineHealth/Kennebunk Primary Care
10.2021 - 11.2025
Customer Service Associate Cashier
New Morning Natural Foods
09.2017 - 10.2021
VETERINARY RECEPTIONIST/ASSISTANT
Vineyard Veterinary Clinic
01.2000 - 01.2004
Assistant to Executive Director
Kent Animal Shelter
05.1998 - 01.2000
High School Diploma -
GARDEN CITY SENIOR HIGH SCHOOL