Veterinary Client Experience Supervisor

Job description:

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. 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. AVECCC offers a competitive compensation package to include but not limited to: CE allowance, full health benefit packages, 401K with a company match, employee pet discounts, and Paid Time Off.

AVECCC is partnered with NVA Compassion First (NVA-CF), the largest private owner of freestanding veterinary hospitals in North America with over 1300 locations worldwide. NVA Compassion First is rapidly growing and competes in a $25 billion industry. Learn more about us at

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.

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.

• Accounts receivable will include collection matters for outstanding accounts

5. Conducting interviews and hiring additional staff members

• 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.

• 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.

• 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.

OTHER REQUIREMENTS:

1. Knowledge of common computer programs, such as Gmail, Microsoft Office, etc.

2. Veterinary or related industry experience- 1 year minimum.

PREFERRED SKILLS:

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

Equal Employment Opportunity

AVECCC 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. This role is not eligible for visa sponsorship. Hiring is contingent on candidate verifying their eligibility to work in the United States.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Uniform allowance
• Vision insurance

Work Location: In person