Veterinary Client Experience Manager, UVESC - Ethos Veterinary Health

Position Overview:
The Client Experience Manager performs a range of duties focused on providing leadership to the Client Services team and is dedicated to ensuring the best experience for our clients and their companions.

Essential Job Functions:

• Oversee the overall client experience at Upstate Vet.
• Work with Hospital Director / HR Manager to maintain an appropriate staff size for Client Services needs within operating budget.
• Oversee and create employee schedules to provide adequate coverage, including finding coverage for call outs and PTO.
• Partner with HR Manager to interview, hire, and onboard new CSRs.
• Collaborate with the management team to develop new initiatives to improve the total client experience, as well as develop protocols to continuously improve CSR workflow.
• Manage CSR training programs in alignment with the hospital values and mission statement.
• Develop and maintain CSR training manual.
• Perform direct training, mentoring and supervision of CSRs and Team Coordinators
• Provide daily direction and communication to CSRs and Team coordinators to ensure clients are handled in a timely, efficient, and knowledgeable manner.
• Work with IT to ensure efficient use and management of EMR, phone system, merchant systems, and rVetlink.
• Collaborate with referral relationship manager to support rDVM events and client experience.
• Oversee client concierge and aftercare including cremations, euthanasia paperwork, and sympathy cards.
• Assist Hospital Director with banking, accounts receivable, and financial data processing as needed.
• Provide individual performance reviews for CSRs and team coordinators and work with Hospital Director to provide annual or merit raises to CSRs and team coordinators.
• Work with Human Resources Manager to enforce current staff policies and oversee required disciplinary actions for CSRs and team coordinators.
• Provide proper written documentation of performance improvement plans / disciplinary action.
• Address client complaints / concerns in a timely manner.
• Work with referral relationship manager to address rDVM complaints / concerns in a timely manner.
• Participate in weekly management meetings.
• Lead quarterly team meetings to ensure proper support and communication with the CSRs and team coordinators.

Schedule:

• To be determined based on the needs of the team. Some nights and weekends may be required.

Qualifications:

• Minimum 5 years’ experience in specialty/ER veterinary medicine.
• Strong interpersonal skills.
• Detail oriented and organized.
• Basic computer skills required.
• Strong work ethic and positive attitude.
• Excellent communication skills.
• Maintain a professional, positive, and encouraging attitude.

Benefits:

• Compensation is based on experience and skill set. $55,000 - 75,000/ annually.
• Medical, Dental, Vision.
• Health Savings Account.
• Short & Long- Term Disability Options.
• AFLAC plans (critical illness, accident, hospital indemnity).
• 401(k) with match.
• EAP.
• Employee Discount.
• Generous PTO.

Greenville, SC

We are excited to announce Ethos Veterinary Health as our new name. Ethos is the new, industry-leading community of legacy Ethos Veterinary Health, Compassion-First Pet Hospitals, SAGE Veterinary Centers, and legacy NVA Specialty and Emergency hospitals. This powerful new community brings together a dynamic network of ~145 hospitals, an unmatched team of experts, cutting-edge technology, and an unwavering commitment to the advancement of the animal health profession and better patient outcomes. Our commitments to the industry, the profession, our teammates, and our patients, will not change, and in fact will be stronger than ever, as we forge new ground as this new dynamic community.
Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.  The team can provide more information about compensation and benefits for your specific location during the process.  For positions based in Colorado, EVH provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.