Client Experience Manager, Veterinary Medicine

Client Experience Manager | $70,000–$80,000 Annually
Location: Plainview, NY
Schedule: Full-Time | Monday–Friday, 8:00 AM–5:30 PM
Compensation: $70,000–$80,000 annually

Long Island Veterinary Specialists (LIVS) is seeking an experienced Client Experience Manager to lead our Customer Service Representative (CSR) team in Plainview, NY. In this leadership role, you'll coach and develop a client-facing team, improve hospital workflows, and help ensure every client receives compassionate, consistent, and professional service.
This is an opportunity for a hands-on leader who enjoys developing people, solving problems, and working collaboratively with emergency, specialty, and hospital leadership teams.

Compensation
- $70,000–$80,000 annually
Full-Time Benefits
- Continuing Education & Uniform Allowance + Free VetBloom access (RACE-approved CE)
- Veterinary Technician Education
- Professional Development Assistance
- Starting 2 weeks PTO + 7 days sick/personal time + Paid Holidays
- Employee Referral Bonuses + Employee Discount
- Access exclusive financial benefits to help you save on student loans, mortgages, and personal loans
- NVA Pet Resort Discount + Pet Insurance Discount
- Medical, Dental, Vision + HSA/FSA Options
- Life Insurance
- Other Insurance Options: AD&D + Short & Long-Term Disability + Critical Illness + Accident + Hospital Indemnity
- 401(k) with employer match
- Employee Assistance Program
Schedule
- Full-Time, Monday–Friday
- 8:00 AM–5:30 PM
- Weekend leadership coverage as required by hospital needs
Responsibilities
CSR Team Leadership & Development
- Supervise, schedule, coach, and support the Customer Service Representative team to ensure appropriate staffing and consistent client service.
- Lead hiring, onboarding, training, performance evaluations, recognition, and corrective action in partnership with HR and hospital leadership.
- Establish clear expectations for professionalism, communication, client interactions, and service standards.
- Conduct team meetings, provide ongoing feedback, and support employee development.
- Create communication tools, phone scripts, and training resources that help CSRs confidently navigate client interactions.
- Maintain a visible, hands-on leadership presence and assist with CSR responsibilities when needed.
- Build a supportive team culture focused on accountability, collaboration, hospitality, and continuous improvement.
Client Experience & Service Recovery
- Oversee the client experience from initial phone calls and check-in through treatment updates, financial conversations, discharge, and follow-up.
- Respond to client concerns, complaints, and escalations with empathy, professionalism, and sound judgment.
- Lead service recovery efforts and coordinate appropriate follow-up with clinical and hospital leadership.
- Monitor lobby activity, wait times, cleanliness, safety, and communication to proactively address client concerns.
- Coach team members to offer practical solutions and alternatives while respecting medical, financial, and safety boundaries.
- Support sensitive client interactions, including euthanasia and bereavement, with compassion, dignity, and privacy.
- Monitor client feedback and online reviews, including negative Google reviews, to identify service improvement opportunities.
- Promote effective use of digital communication tools to improve the client experience.
Hospital Collaboration & Communication
- Partner with Emergency, Specialty, Nursing, Operations, and Clinical Leadership to improve communication and coordination of care.
- Strengthen communication between clients, clinical teams, and referring veterinary practices.
- Promote respectful, professional communication about referring veterinarians and previous patient care.
- Identify recurring service challenges and collaborate with hospital leadership to improve workflows.
- Encourage a consistent, client-focused approach to hospitality and service excellence across departments.
Operations, Quality & Financial Oversight
- Maintain and improve CSR procedures, training materials, service standards, and departmental workflows.
- Monitor client feedback, phone performance, wait-time communication, service concerns, and training completion.
- Develop improvement plans to strengthen service quality and operational efficiency.
- Ensure compliance with hospital policies related to confidentiality, documentation, financial communication, safety, and incident reporting.
- Oversee consistent registration, check-in, check-out, invoicing, and payment collection procedures.
- Review EzyVet reports to identify outstanding balances, invoicing errors, and payment collection concerns.
- Ensure final invoices are appropriately closed before patient discharge.
- Reinforce proper cash handling and financial-control procedures.
- Partner with hospital leadership on payment concerns, financial exceptions, and departmental expense management.
Qualifications
- Minimum of 3 years of supervisory, management, or leadership experience in customer service, hospitality, healthcare, patient relations, or another client-facing environment.
- Veterinary hospital or healthcare experience preferred.
- Bachelor's degree in Business, Hospitality, Healthcare Administration, Communications, or a related field preferred; equivalent education and relevant professional experience considered.
- Experience supervising, coaching, training, scheduling, and evaluating employees.
- Strong customer service, conflict resolution, and service recovery skills.
- Ability to navigate challenging conversations with empathy, professionalism, and confidence.
- Excellent communication, organization, problem-solving, and decision-making skills.
- Ability to prioritize competing needs in a fast-paced hospital environment.
- Comfortable collaborating with clinical teams, hospital leadership, and referring veterinary partners.
- Experience with hospital management software, including EzyVet, is helpful.
- Fluent English speaking and reading skills required.
About the Hospital
For more than 25 years, Long Island Veterinary Specialists has been a trusted AAHA-accredited specialty and emergency veterinary hospital serving Long Island and the greater metropolitan area. Our team of more than 160 dedicated professionals provides advanced specialty and emergency care while remaining committed to our mission: "Pro Bono Animalium Hominumque" — For the good of animals and humans.

Our hospital combines advanced medical technology with a collaborative, supportive culture where team members are encouraged to learn, grow, and make a meaningful impact every day. Whether you're starting your veterinary career or looking to expand your experience in specialty medicine, LIVS offers an environment where you can develop your skills alongside experienced veterinary professionals.

About Ethos Veterinary Health
Ethos Veterinary Health, part of the NVA Group, is where you come to practice world-class medicine, and help shape what veterinary care becomes next.
Across our network of 140 specialty and emergency hospitals, science moves forward, standards are elevated, and innovation is put into practice every day. You’ll work alongside respected veterinary leaders in academic-caliber hospitals designed for learning, teaching, and discovery.
Here, mentorship is a two-way street. You’ll share your expertise, learn from others, and continue to grow, clinically, professionally, and personally.
At Ethos, you inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.

Join Us
At Ethos, this isn’t just a job, it’s an opportunity to practice medicine at the highest level and help shape the future of veterinary care.

Equal Opportunity Employer
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.