Veterinary Client Experience Manager

Veritas Veterinary Partners offer exciting career opportunities in state-of-the-art facilities across the U.S. Our hospitals, open 24/7/365 and staffed by board-certified specialists, create a collaborative environment where you can work alongside like-minded, caring professionals. If you're passionate about veterinary medicine, this is your chance to thrive in a dynamic, high-quality setting.

At Veritas Veterinary Partners, our mission is to build a network of trust and opportunity for veterinary professionals nationwide. We specialize in supporting Specialty and Emergency care hospitals, aligning with your unique goals and medical standards. Veritas, founded by Thomas Scavelli, DVM, DACVS, is dedicated to recruiting top-tier talent and fostering collaboration within our community. With a focus on exceptional care, we bring together highly trained veterinarians, technicians, and teammates committed to our patients’ well-being.

 We believe in Truth in Medicine and Trust in Partnerships, ensuring we always provide the highest standard of care. Come join us and make a meaningful impact on the community you serve.

Veritas Veterinary Partners seeks a compassionate and operationally minded Client Experience Manager to lead the client-facing team at a Partner Hospital. The Client Experience Manager creates welcoming, efficient experiences that reflect Veritas values while leading a team dedicated to supporting pets, their families and medical staff. This role serves as the vital connection between clients and clinical teams, ensuring every interaction reinforces the highest standard of veterinary care while cultivating a collaborative, service-driven culture.

• Lead, schedule and develop a team of client experience associates and concierge staff across all client-facing areas.
• Conduct regular performance conversations, provide coaching and recognition and hold team members accountable to service standards.
• Partner with the Hospital Director and People and Culture Operations on recruiting, onboarding and retaining client service talent.
• Facilitate team huddles and training sessions to reinforce service standards, communication techniques and empathy-based approaches.
• Identify development opportunities for high-performing team members and create pathways for advancement.

• Oversee all client touchpoints including reception, check-in, discharge, phone communications and follow-up.
• Serve as the primary escalation point for complex client concerns, resolving issues with empathy, professionalism and urgency.
• Monitor client satisfaction metrics, identify trends and implement actionable improvements in coordination with hospital leadership.
• Develop and maintain service recovery protocols that prioritize client trust and relationship preservation.
• Ensure accurate, timely and compassionate communication throughout the client journey.

• Ensure client-facing workflows comply with hospital policies, HIPAA-equivalent client confidentiality standards and state regulations.
• Oversee accurate client record management, financial transaction processing and front-end billing coordination.
• Maintain staffing schedules that ensure consistent coverage across all operating hours including evenings, weekends and holidays.

• Partner with clinical leadership to ensure client communication reflects accurate, timely medical information.
• Collaborate with the Hospital Director on service initiatives, client experience strategy and team culture goals.
• Build strong working relationships with clinical teams, ensuring client experience is treated as a shared organizational responsibility.

• Bachelor's degree in Business Administration, Communications, Healthcare Management or a related field, or equivalent professional experience in client service leadership.
• Minimum three years of experience in a client-facing leadership role in veterinary medicine, healthcare, hospitality or a similarly high-care service environment.
• Demonstrated experience managing and developing frontline service teams.
• Strong communication, de-escalation and conflict resolution skills.
• Ability to remain composed and empathetic in emotionally charged and high-volume environments.

• Experience in specialty or emergency veterinary medicine or human hospital patient services.
• Prior experience in a multi-site, PE-backed or high-growth organization.
• Background in service recovery strategy, client satisfaction measurement or experience program design.
• Familiarity with veterinary practice management software.

At Veritas Veterinary Partners, we harness the hearts, minds and effort of our teammates, united in our CIRCLE of Core Values, to help us unlock our full potential.

Compassion: We lead with heart in every interaction. For our patients, this means attentive care. For clients, it means guiding them with understanding. For each other, it means creating a culture founded on respect and trust.

Integrity: We always do what's right. Through accountability, honesty and transparency, we uphold the highest ethical and medical standards and honor the trust placed in us in every decision.

Respect: The best outcomes come from working together with heart and valuing every perspective. By honoring each others' expertise, we create an environment where collaboration thrives and ideas emerge at every level.

Community: We harness the strengths of our people to build a culture where everyone is seen, heard and valued. This unity fosters trust across teams and assures clients their pets are cared for by one team.

Leadership: We set the standard for exceptional care by combining sharp minds, medical expertise and compassion. Through best-in-class tools, collaboration and a growth mindset, we uphold our role as leaders in specialty and emergency veterinary care.

Evolution: We stay curious, adaptable and seek ways to elevate patient care. By committing to a growth mindset and supporting each other, we unlock the fullest potential of individuals, teams and our organization.

This position is onsite full-time in a fast-paced specialty and emergency veterinary hospital. The role requires extended periods at the reception desk and client interaction areas, the ability to stand and move throughout the facility and composure in emotionally charged and high-volume environments. The Client Experience Manager will regularly interact with clients in crisis, grief or distress and must model calm, empathetic professionalism at all times. Hours may include evenings, weekends and holidays consistent with hospital operating hours.

Location - 2965 Edinger Avenue Tustin, CA 92780