Veterinary Client Experience Manager, AVES
Austin, TX
Full Time
Client Services
Mid Level
Veterinary Client Experience Manager, AVES
About the Role:
The Manager of Client Experience is a vital member of the hospital’s Leadership Team, reporting directly to the Hospital Director, and is responsible for overseeing the operational aspects of Client Services at Austin Veterinary Emergency & Specialty (AVES), with a focus on quality outcomes, operational efficiency, cost management, and client satisfaction. This individual plays a central role in shaping how clients and referring veterinarians engage with the hospital, ensuring a seamless, compassionate, and professional experience. The Manager is accountable for delivering high-quality, cost-effective care aligned with the Mission, Vision, and Values of AVES, while ensuring compliance with all relevant regulations, licensing standards, and accreditation requirements. In addition to operational leadership, the Manager actively contributes to strategic planning initiatives and supports the hospital’s broader institutional goals and objectives.
Compensation:
- $60,000-$75,000, based on experience/skills
- Full Time
- Monday - Friday
- 7am-4pm
- Core competencies: Interdisciplinary leadership, team building, performance Improvement, communication, systems thinking, negotiation, multitasking, and financial acumen.
- Operationally accountable for all client and referring veterinarian non-clinical interfaces to include: call center, referral coordination, referral portal, front desk staff, and all other non-clinical support staff working in each service line.
- Identifies and articulates the vision and strategic direction for the discipline of Client Experience and collaborates on the implementation of operational strategies/initiatives to achieve them.
- Promotes and utilizes a patient centered approach with departments.
- Provides leadership and direction for the development of strategies to promote the recruitment, retention and recognition of excellence in assigned Departments, including oversight and recommendations regarding compensation and benefit programs for staff.
- Leads in the planning, implementation and evaluation of new and expanded clinical programs and services, assuring appropriate resources for the delivery of care.
- Creates win-win solutions among diverse needs and expectations.
- Possesses excellent medical staff and clinical relationship development skills.
- Participates as an active member of the Leadership Team
- Maintains knowledge of current trends and legal requirements in areas of responsibility by reading journals, newsletters and attending educational meetings.
- Develops annual departmental and capital budgets, monitors and analyzes ongoing performance and productivity and implements necessary corrective plans.
- Maintains department records and files.
- Serves on internal and external work groups, committees, and agencies as appropriate.
- Performs other responsibilities as requested by the Hospital Director and other leadership staff.
- Education: Bachelor’s degree required, preferably in Health or Business Administration.
- Current client experience leadership experience in a high quality fast paced environment.
- Training and Experience: Five years’ progressive experience in senior management leadership.
- Adapts positively to the ever-changing healthcare environment by supporting technology and process changes.
- Ability to empathize with others and demonstrate a values-based work style is required.
- Must possess excellent listening and interpersonal skills and problem-solving methods.
- Must be able to work varying hours as required.
- Must have basic computer skills, including working knowledge of office software.
- Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus
Austin Veterinary Emergency and Specialty Center (AVES) has been established in the Austin community for 10 years serving the Austin pet community. We are a robust 24/7/365 multi-disciplinary veterinary facility that offers Emergency, Critical Care, Internal Medicine, Surgery, Anesthesiology, Neurology, Oncology, Diagnostic Imaging and Cardiology services. In approximately 1 year, we will be relocating our hospital to a new location (within 2.6 miles from our current location) which will allow us to expand our services and provide growth opportunities for our staff. AVES core values of Kindness, Integrity, Collaboration and Consistently are our driving forces that help us provide top notch medical care and customer service to the Austin Community. We have a strong focus on the continued education of our staff through an on-site Education Program that provides job training for our support staff.
Benefits Include:
- 401(k) with matching
- Health, Dental, and Vision insurance
- Health Savings Account (HSA) / Flexible Spending Account (FSA)
- Life and Disability insurance
- Paid Time Off (PTO) and Holidays
- Employee Assistance Program and Discounts (including Pet Discount)
- Professional development and tuition assistance
- Uniform stipend
- Retirement plan
Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com.
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, Ethos 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 is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need.
Client Services, Client Service Representative, Receptionist, Veterinary Receptionist, Veterinary Client Service Representative
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, Ethos 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 is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need.
Client Services, Client Service Representative, Receptionist, Veterinary Receptionist, Veterinary Client Service Representative
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