Veterinary Services Manager

Veterinary Services ManagerMission Veterinary Emergency Services (MVES)Full-Time | Emergency & Critical CarePosition SummaryThis role will provide day-to-day leadership for non-clinical teams while working closely with the Hospital Director, Medical Director, Nursing Manager, and other hospital leaders to improve client experience, operational efficiency, communication, and overall hospital culture.Key ResponsibilitiesTeam & Leadership

• Oversee Client Service and other assigned non-clinical departments.
• Set clear expectations for teamwork, communication, professionalism, and performance.
• Coach and develop supervisors and team members.
• Build a positive, accountable, and collaborative culture.
• Address employee concerns, performance issues, attendance, and conflict in a timely manner.
• Build strong working relationships between clinical and non-clinical teams.

People Management

• Participate in interviewing and hiring for non-clinical positions.
• Oversee onboarding and orientation.
• Develop and maintain training and education programs.
• Conduct performance reviews and ongoing performance conversations.
• Partner with HR on employee relations and performance management.
• Recognize strong performance and support employee growth.

Client Service & Experience

• Oversee the Client Service team and day-to-day client-facing operations.
• Develop and maintain protocols that improve the client experience and consistency of service.
• Identify opportunities to improve communication, efficiency, and client satisfaction.
• Partner with clinical leadership to improve communication and workflow between Client Service and medical teams.
• Address client service concerns and identify trends requiring operational improvement.
• Help create a consistent, professional, and compassionate experience for clients and their families.

Financial & Client Accounts

• Oversee accounts receivable and outstanding client balances.
• Manage relationships and processes involving collection agencies.
• Oversee payment methods, payment processes, and related client-service workflows.
• Identify opportunities to improve collection processes while maintaining a positive client experience.
• Monitor financial processes and identify trends or issues requiring leadership attention.

Facilities & Hospital Operations

• Oversee facilities, janitorial services, and general non-clinical building needs.
• Coordinate maintenance, repairs, cleaning, and other facility-related services.
• Identify facility issues and ensure they are addressed appropriately and timely.
• Work with hospital leadership and vendors to maintain a clean, safe, functional, and professional hospital environment.
• Identify operational problems and develop practical solutions.

End-of-Life & Deceased Patient Logistics

• Oversee processes related to deceased patient pickup, transportation, cremation, and return of ashes.
• Maintain relationships with external end-of-life service providers.
• Ensure protocols for deceased patients, personal belongings, ashes, and related client communication are clear and consistently followed.
• Identify opportunities to improve the end-of-life experience for clients and the team.

Requirements:

• 2-4 years of Previous management or leadership experience in a veterinary hospital, healthcare, hospitality, or similar service-focused environment.
• Experience managing Client Service or other customer-facing teams preferred.
• Experience with accounts receivable, collections, or financial processes preferred.
• Strong organizational and communication skills.
• Comfortable working independently and taking ownership of problems.
• Strong problem-solving skills and ability to develop practical solutions.
• Ability to manage competing priorities in a fast-paced environment.
• Strong interpersonal skills and ability to build relationships across clinical and non-clinical teams.
• Comfortable having difficult conversations and holding employees accountable.
• Experience with ezyVet or other veterinary practice-management software preferred.

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