Client Services Manager

The Client Services Manager provides leadership, operational oversight, and strategic direction for client service functions of the Veterinary Teaching Hospital (VTH). Primary focus is ensuring an excellent experience for clients, referring veterinarians, and veterinary students in a complex academic medical environment. This position has oversight for all front-of-house operations including patient scheduling, managing referrals, patient receiving and discharge, processing client payments, client and referring DVM communications, and call center operations. The Client Services Manager also has oversight of all aspects of fiscal management for the VTH including accounts receivable, accounts payable, cash controls, accurate client billing, establishing payment plans, and overseeing the month-end closing process.

The Veterinary Teaching Hospital operates 24 hours a day, 365 days a year and provides primary and emergency service to patients within a 35-mile radius of Blacksburg who are not under the care of a local veterinarian. Specialty services are available to clients whose primary care veterinary has initiated a referral. The Client Services Manager is a critical member of the VTH team and supports the mission of providing excellent service to clients who seek clinical care for their animals. The Client Services Manager reports to the Hospital Administrator of the VTH.

Required Qualifications

• Bachelor’s degree in business, healthcare administration, communications, or related field, or directly relevant experience may be considered
• Previous experience in client services, human healthcare or veterinary medicine operations, or practice/hospital administration
• Previous experience in a high-volume, client-facing environment involving scheduling and financial transactions
• Prior supervisory experience; strong leadership and team building skills including the ability to motivate, coach and hold staff accountable in a fast-paced environment
• Experience in conflict resolution and dealing with client complaints; managing stressful situations involving angry, grieving, or financially constrained pet owners
• Excellent communication and interpersonal skills; ability to communicate complex information clearly and empathetically to diverse audiences including clients, clinicians, students, staff, and administrators
• Outstanding customer service skills and the ability to manage challenging conversations with composure and professionalism
• Willingness to work on-site in a client-facing environment with frequent interaction with animals and clients
• Willingness to work a flexible schedule as needed depending on staffing and operational needs

Preferred Qualifications

• Previous experience as a client services manager in a veterinary teaching hospital or veterinary practice
• Functional familiarity with veterinary hospital information systems (i.e. practice management software, electronic medical records)