Client Experience Manager, AVECCC

Client Experience Supervisor

AVECCC is a 24‐hour veterinary emergency and critical care hospital in Gilbert, AZ. We have the most skilled doctors in the state and provide significantly complex treatments in the western US. Our Veterinary Technicians and Technician Assistants have amazing opportunities to learn and participate in procedures such as dialysis and total plasma replacements. Our clinical team works closely with neurologists, internists, dermatologists, oncologists and a surgical team to provide the highest quality care to our patients.

AVECCC is an organization that prides itself on its core values to drive a dynamic culture. We offer a unique training program that offers many opportunities to learn and grow from Technician Assistant to our Senior Veterinary Technicians, shift leads, supervisors, and managers. AVECCC has a commitment to health and wellness, not only for our patients, but also for our staff. To help manage burnout and compassion fatigue, employees have access to an onsite social worker dedicated to their personal wellness. We offer a sign on bonus for experienced emergency technicians, competitive pay, quarterly bonuses, CE allowance, full benefit packages, 401K with a company match, overnight pay differential, and Paid Time Off.

Job Purpose: The front desk is the first point of contact for our clients and the channel between clients and staff. The Client Experience Supervisor will provide and ensure that all members of the front office team also provide compassionate assistance to clients and staff both in person and over the phone. 

Schedule: Monday-Friday 8am-5pm (Must be flexible for overnight and weekend team coverage)

JOB DUTIES

1. Oversee all Client Experience Roles: Doctor’s Assistants, Client Liaisons, and Client Administrators to maintain policies and procedures are being followed in each department.
2. Assist with Client complaints as requested.
3. Assisting with financial reconciliations, end of day reports, and bank deposits.
4. Processes all accounts payable and receivable to ensure all hospital payments and deposits are made promptly.
   1. Accounts receivable will include collection matters for outstanding accounts
5. Conducting interviews and hiring additional staff members
   1. In partnership with Human Resources: Reviewing applications, participating in interviews for Client Administrators, Doctors Assistants and Client Liaisons.
6. Creates and monitors schedules to ensure consistent and adequate coverage for the Client Liaisons, Client Administrators and Doctor’s Assistants.
   1. Fills in critical shifts as needed to provide support for the hospital.
7. Conduct all front office staff reviews and check-ins.
8. Available to staff for computer/ building emergencies and equipment failures.
9. Assist with EzyVet and SmartFlow reporting and template creation.
   1. Be able to be the point of contact for training and troubleshooting these software platforms.
10. Participate and engage in weekly leadership meetings.
11. Work with the Inventory Manager to ensure all front office supplies are appropriately stocked.
12. Provide frequent quality assurance training for front office staff.
13. Additional tasks as requested by Hospital Leadership Team.

1. Knowledge of common computer programs, such as Gmail, Microsoft Office, etc.
2. Veterinary or related industry experience- 1 year minimum.

1. Excellent written and verbal skills.
2. Previous Office Management experience
3. Specific accounting experience
4. Individuals should be professional and approachable, but also discreet, fair, tactful and firm.
5. Strong detail orientation and time management skills.
6. Self-directed with ability to effectively multitask and adapt to changing priorities.
7. Strong problem solving and follow up skills.
8. Strong organizational skills

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Uniform allowance
• Vision insurance

Work Location: In person

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 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.