Veterinary Client Experience Manager

Veritas Veterinary Partners•Tustin, CA

8d•Onsite

About The Position

Veritas Veterinary Partners seeks a compassionate and operationally minded Client Experience Manager to lead the client-facing team at a Partner Hospital. The Client Experience Manager creates welcoming, efficient experiences that reflect Veritas values while leading a team dedicated to supporting pets, their families and medical staff. This role serves as the vital connection between clients and clinical teams, ensuring every interaction reinforces the highest standard of veterinary care while cultivating a collaborative, service-driven culture.

Requirements

Bachelor's degree in Business Administration, Communications, Healthcare Management or a related field, or equivalent professional experience in client service leadership.
Minimum three years of experience in a client-facing leadership role in veterinary medicine, healthcare, hospitality or a similarly high-care service environment.
Demonstrated experience managing and developing frontline service teams.
Strong communication, de-escalation and conflict resolution skills.
Ability to remain composed and empathetic in emotionally charged and high-volume environments.

Nice To Haves

Experience in specialty or emergency veterinary medicine or human hospital patient services.
Prior experience in a multi-site, PE-backed or high-growth organization.
Background in service recovery strategy, client satisfaction measurement or experience program design.
Familiarity with veterinary practice management software.

Responsibilities

Lead, schedule and develop a team of client experience associates and concierge staff across all client-facing areas.
Conduct regular performance conversations, provide coaching and recognition and hold team members accountable to service standards.
Partner with the Hospital Director and People and Culture Operations on recruiting, onboarding and retaining client service talent.
Facilitate team huddles and training sessions to reinforce service standards, communication techniques and empathy-based approaches.
Identify development opportunities for high-performing team members and create pathways for advancement.
Oversee all client touchpoints including reception, check-in, discharge, phone communications and follow-up.
Serve as the primary escalation point for complex client concerns, resolving issues with empathy, professionalism and urgency.
Monitor client satisfaction metrics, identify trends and implement actionable improvements in coordination with hospital leadership.
Develop and maintain service recovery protocols that prioritize client trust and relationship preservation.
Ensure accurate, timely and compassionate communication throughout the client journey.
Ensure client-facing workflows comply with hospital policies, HIPAA-equivalent client confidentiality standards and state regulations.
Oversee accurate client record management, financial transaction processing and front-end billing coordination.
Maintain staffing schedules that ensure consistent coverage across all operating hours including evenings, weekends and holidays.
Partner with clinical leadership to ensure client communication reflects accurate, timely medical information.
Collaborate with the Hospital Director on service initiatives, client experience strategy and team culture goals.
Build strong working relationships with clinical teams, ensuring client experience is treated as a shared organizational responsibility.