Veterinary Client Services Manager

Ethos Veterinary Health•Natick, MA

12d•$70,000 - $85,000•Onsite

About The Position

We’re seeking a Hospital Service Manager – Client Services to lead and inspire our Client Care team and ensure a seamless, compassionate experience for every person who walks through our doors. This leadership role reports directly to the Hospital Director and oversees our Client Services team and Financial Auditing role. As the Hospital Service Manager – Client Services, you will champion the culture that keeps our teams strong and our clients supported. You will lead our front-of-house operations with compassion, accountability, and a commitment to operational excellence. This role is critical to the Boston West experience—setting the tone for empathy, teamwork, and our commitment to delivering Expert Care. Local Heart.

Requirements

Associate’s degree (or higher) preferred
Strong leadership background with experience guiding diverse teams
Previous experience in hospitality, medical, or customer-facing environments strongly preferred
Excellent communicator and conflict-resolution expert
Calm under pressure, organized, and solution-focused
Emotionally intelligent and able to thrive in a clinical setting
Comfortable with flexible scheduling, including evenings and weekends

Responsibilities

Recruiting, training, coaching, and scheduling Client Care team members
Fostering a culture of hospitality, empathy, teamwork, and excellence
Encouraging connection and supporting staff through day-to-day challenges
Monitoring and managing team performance and productivity
Overseeing billing processes, reconciliations, and account follow-ups
Resolving client concerns with professionalism, compassion, and tact
Coordinating hospital systems, including doctor scheduling with AI-enabled tools
Collaborating cross-functionally to support smooth hospital operations
Handling escalated client interactions and supporting staff in emotionally charged situations