Client Experience Manager, Veterinary Medicine

Ethos Veterinary Health•Riverhead, NY

1d•$70,000 - $80,000•Onsite

About The Position

Long Island Veterinary Specialists (LIVS) is hiring a full-time Client Experience Manager to lead its Customer Service Representative (CSR) team at its specialty and emergency veterinary hospital in Plainview, New York. The role is a hands-on leadership position focused on coaching and developing the client-facing team, improving hospital workflows, and ensuring clients receive compassionate, consistent, professional service. The manager works collaboratively with emergency, specialty, nursing, operations, clinical, and hospital leadership teams. The manager oversees the client experience throughout the care journey, from initial calls and check-in through treatment updates, financial conversations, discharge, and follow-up. The role handles service recovery and escalated concerns, supports sensitive situations such as euthanasia and bereavement, and monitors feedback to identify opportunities to improve service. The position also maintains CSR procedures, training resources, service standards, and workflows; monitors operational and service measures; and supports compliance with hospital policies. Financial responsibilities include overseeing registration, invoicing, payment collection, cash-handling procedures, and review of EzyVet reports. The position pays $70,000–$80,000 annually and is scheduled Monday through Friday, 8:00 AM–5:30 PM, with weekend leadership coverage as required by hospital needs.

Requirements

At least 3 years of supervisory, management, or leadership experience in customer service, hospitality, healthcare, patient relations, or another client-facing environment.
Experience supervising, coaching, training, scheduling, and evaluating employees.
Strong customer service, conflict resolution, and service recovery skills.
Ability to navigate challenging conversations with empathy, professionalism, and confidence.
Excellent communication, organization, problem-solving, and decision-making skills.
Ability to prioritize competing needs in a fast-paced hospital environment.
Ability to collaborate with clinical teams, hospital leadership, and referring veterinary partners.
Fluent English speaking and reading skills.

Nice To Haves

Veterinary hospital or healthcare experience.
Bachelor's degree in Business, Hospitality, Healthcare Administration, Communications, or a related field; equivalent education and relevant professional experience are also considered.
Experience with hospital management software, including EzyVet.

Responsibilities

Supervise, schedule, coach, and support the CSR team to ensure appropriate staffing and consistent client service.
Lead hiring, onboarding, training, performance evaluations, recognition, and corrective action in partnership with HR and hospital leadership.
Set expectations for professionalism, communication, client interactions, and service standards; hold team meetings and provide ongoing feedback.
Create communication tools, phone scripts, and training resources for client interactions.
Maintain a visible, hands-on leadership presence and assist with CSR duties when needed.
Build a team culture centered on accountability, collaboration, hospitality, and continuous improvement.
Oversee the client experience from initial phone calls and check-in through treatment updates, financial conversations, discharge, and follow-up.
Respond to client concerns, complaints, and escalations, and lead service recovery and appropriate follow-up with clinical and hospital leadership.
Monitor lobby activity, wait times, cleanliness, safety, and communication to address concerns proactively.
Coach staff to offer practical solutions and alternatives while respecting medical, financial, and safety boundaries.
Support sensitive interactions, including euthanasia and bereavement, with compassion, dignity, and privacy.
Monitor client feedback and online reviews, including negative Google reviews, and promote effective use of digital communication tools.
Partner with Emergency, Specialty, Nursing, Operations, and Clinical Leadership to improve communication and care coordination.
Strengthen communication among clients, clinical teams, and referring veterinary practices, and promote respectful communication about referring veterinarians and previous patient care.
Identify recurring service challenges and collaborate with hospital leadership to improve workflows and promote consistent hospitality across departments.
Maintain and improve CSR procedures, training materials, service standards, and departmental workflows.
Monitor client feedback, phone performance, wait-time communication, service concerns, and training completion; develop plans to improve service quality and operational efficiency.
Ensure compliance with hospital policies concerning confidentiality, documentation, financial communication, safety, and incident reporting.
Oversee consistent registration, check-in, check-out, invoicing, and payment collection procedures.
Review EzyVet reports to identify outstanding balances, invoicing errors, and payment collection concerns.
Ensure final invoices are appropriately closed before patient discharge and reinforce cash-handling and financial-control procedures.
Partner with hospital leadership on payment concerns, financial exceptions, and departmental expense management.

Benefits

Continuing education and uniform allowance, plus free access to VetBloom RACE-approved continuing education.
Veterinary Technician Education.
Professional Development Assistance.
Starting two weeks of PTO, seven days of sick/personal time, and paid holidays.
Employee referral bonuses and employee discount.
Access to financial benefits related to student loans, mortgages, and personal loans.
NVA Pet Resort discount and pet insurance discount.
Medical, dental, and vision insurance, plus HSA/FSA options.
Life insurance.
AD&D, short- and long-term disability, critical illness, accident, and hospital indemnity insurance options.
401(k) with employer match.
Employee Assistance Program.