Veterinary Client Services Manager

Veritas Veterinary Partners•Woodbridge, NJ

6d•$75,000 - $85,000•Onsite

About The Position

GSVS Woodbridge is looking for a Client Services Manager to lead our Front Desk and CSR team in a high-acuity, 24/7 emergency and specialty environment. This position ensures exceptional client experience, financial accuracy, strong referring veterinarian relationships, and consistent staffing coverage while building a high-performing, engaged team. This is a hands-on leadership role for someone who thrives in a fast-paced setting, cares deeply about client experience, and knows how to build a team that shows up for one another — and for the families we serve.

Requirements

Minimum of 3–5 years of leadership experience in client services, hospitality, healthcare, or veterinary environments.
Demonstrated success managing teams in a fast-paced, high-emotion, 24/7 setting.
Strong conflict-resolution and communication skills, with the ability to handle sensitive client situations.
Experience with cash management, deposits, and financial accountability.
Proven ability to coach, mentor, and build high-performing teams.
Flexibility to work occasional evenings, nights, or weekends, and availability as an escalation contact for off-hours issues.
Applicants must be authorized to work in the U.S.
All current positions require the ability to speak, read, and write English proficiently.

Nice To Haves

Veterinary or medical environment experience is strongly preferred.
Additional fluency in other languages is preferred but not required.

Responsibilities

Own the end-to-end client experience across emergency and specialty services, ensuring compassionate, professional, and consistent service at all times.
Review and respond to client feedback, online reviews, and satisfaction data; identify trends and implement service improvements.
Manage and resolve client complaints and escalations in collaboration with medical leadership and hospital administration.
Develop service recovery standards and coach team members on difficult conversations.
Lead, coach, and mentor the Client Services team, including supervisors, operators, and CSRs.
Foster a positive, accountable, and collaborative team culture focused on communication, empathy, and excellence.
Partner with supervisors to provide ongoing coaching, performance feedback, and corrective action when needed.
Support onboarding, training, and continued development of new and existing team members.
Promote teamwork and alignment between Client Services, Nursing, and Medical teams.
Ensure optimal staffing coverage across all shifts, including nights, weekends, and holidays.
Serve as backup coverage for the Client Services team when needed, including occasional shifts during gaps or high-volume periods.
Develop and maintain schedules that support service demand, staff well-being, and operational efficiency.
Monitor overtime, attendance, and coverage gaps; implement proactive solutions.
Serve as an escalation resource for off-hours service issues as needed.
Oversee daily cash handling processes, ensuring accuracy and compliance with hospital policies.
Maintain responsibility for deposits, receipts, and reconciliation of client payments.
Partner with hospital leadership to address discrepancies and improve financial controls.
Train and audit team compliance with payment, refund, and financial procedures.
Support positive relationships with referring veterinarians through professional communication and service consistency, ensuring front desk processes reflect the hospital’s commitment to referral partners.
Collaborate with hospital leadership and partnership advocate to address service issues impacting referring practices.
Establish and maintain standard operating procedures for Client Services, identifying workflow inefficiencies and leading continuous improvement initiatives.
Track key performance indicators related to client satisfaction, response times, and service efficiency.
Collaborate closely with the Hospital Director, Medical Director, Assistant Hospital Manager, and Head Technician to align operations across departments.