Assistant Manager - Client Service

The Client Service Assistant Manager supports the Administrative Manager in leading the Client Service team and maintaining consistent, high-quality operations across a 24-hour emergency, specialty, and general practice hospital. This role provides visible, hands-on leadership, helps develop supervisors and Client Service Representatives, coordinates staffing and workflow, and promotes an excellent experience for clients, patients, referring veterinary partners, and hospital teams.

The Client Service Assistant Manager serves as a key point of leadership when the Administrative Manager is unavailable and carries out delegated management responsibilities within established hospital policies and approval guidelines. The position combines daily operational oversight with employee coaching, administrative support, quality assurance, and cross-department communication.

Knowledge Skills and Abilities

• Demonstrated strength in customer service, team leadership, and service-oriented operations.
• Excellent written and verbal communication skills, including the ability to communicate professionally with clients, associates, doctors, referring veterinary partners, and hospital leadership.
• Ability to coach employees, deliver clear feedback, manage conflict, and maintain appropriate confidentiality.
• Strong organizational, prioritization, and time-management skills in a fast-paced environment with frequently changing priorities.
• Ability to evaluate information objectively, identify operational concerns, and recommend practical solutions.
• Proficiency with telephone systems, scheduling systems, hospital software, email, and standard office technology.
• Working knowledge of financial transactions, cash controls, estimates, discounts, deposits, and client account protocols.
• Ability to model professionalism, accountability, emotional intelligence, sound judgment, and a calm leadership presence.
• Ability to work effectively with all levels of hospital staff and support a collaborative, respectful workplace.

Education and Experience

• High school diploma or equivalent required; college or college-equivalent education preferred.
• Previous leadership or supervisory experience in customer service, hospitality, healthcare, veterinary medicine, or another service-oriented environment required.
• Veterinary hospital experience strongly preferred.
• Experience scheduling and supporting a team that operates across multiple shifts preferred.
• Experience with employee training, performance coaching, client relations, and conflict resolution preferred.

Authority and Decision Making

Within hospital policy and the direction of the Administrative Manager and Hospital Leadership, the Client Service Assistant Manager may:

• Direct daily Client Service operations, assign work, adjust workflow, and coordinate coverage based on hospital needs.
• Coach employees, provide performance feedback, and document conversations in accordance with human resources practices.
• Participate in candidate interviews, onboarding, training, performance reviews, and disciplinary processes.
• Resolve routine client service and operational concerns and escalate medical, legal, safety, financial, or high-risk matters appropriately.
• Approve routine operational actions only within specifically delegated limits; hiring, termination, compensation, status changes, transfers, and expenditures require the applicable management approval.
• Act as the designated Client Service leader when the CSR Manager is unavailable, within the scope of delegated authority.

Essential Duties and Responsibilities

The following responsibilities are essential to the role. This list may be revised, and additional duties may be assigned based on hospital needs.

Team Leadership and Staff Development

• Provide consistent, visible leadership and support to Client Service Supervisors, Assistant Supervisors, Leads, and Client Service Representatives.
• Help recruit, interview, onboard, train, and retain qualified team members in collaboration with the CSR Manager and Hospital Leadership.
• Conduct regular employee check-ins and one-on-one meetings as assigned; monitor progress on performance and development goals. Support performance reviews, goal setting, career development.
• Coach associates in real time, recognize strong performance, address concerns promptly, and maintain accurate human resources documentation.
• Support corrective action and disciplinary processes with appropriate management and human resources guidance.
• Monitor employee competence, effectiveness, attendance, schedule adherence, and compliance with hospital policies.
• Delegate responsibilities clearly and follow through to confirm completion and accountability.
• Promote morale, recognition, engagement, and retention through a professional and supportive leadership presence.

Daily Operations and Schedule Management

• Monitor all Client Service areas and shifts to maintain appropriate coverage and efficient workflow in a 24-hour hospital.
• Assist with schedule development, shift coverage, time-off coordination, call-outs, and schedule changes while supporting payroll and staffing targets.
• Assign daily roles and responsibilities and adjust staffing or workflow as patient volume and hospital needs change.
• Support supervisors with shift leadership, workload distribution, breaks, handoffs, and communication between shifts.
• Work on the floor as needed to support check-in, check-out, phones, scheduling, admissions, deposits, and client communication.
• Monitor client and patient flow to ensure timely, professional, and coordinated service across Emergency, Specialty, and General Practice.
• Review operational metrics, including call quality, hold times, wait times, service levels, and schedule adherence; identify trends and assist with improvement plans.
• Maintain flexibility in working hours, including rotating nights, weekends, holidays, or extended hours when required by hospital operations.

Client Service and Patient Support

• Ensure the team consistently follows VCA client service standards, communication expectations, and hospital procedures.
• Assist with non-medical client concerns and complaints; document and escalate significant or recurring issues appropriately.
• Oversee compliance with reminder calls, callbacks, follow-up tasks, and other assigned client communications.
• Ensure patient records, communication logs, client information, and administrative documentation are complete and accurate.
• Communicate client observations and concerns to the appropriate medical team without diagnosing, interpreting medical information, or providing medical advice.
• Support compassionate, respectful service for every client and patient, including those experiencing emergency, end-of-life, or emotionally difficult circumstances.

Financial and Administrative Support

• Monitor compliance with established processes for estimates, billing, deposits, discounts, special accounts, promissory notes, collections, and returned payments.
• Review transactions and service charges for administrative accuracy and elevate discrepancies to the appropriate leader or medical team.
• Support cash-control procedures, transaction corrections, daily deposits, and other front-office financial processes as assigned.
• Help maintain and improve Client Service procedures, training materials, checklists, and workflows.

Quality Safety and Facility Standards

• Maintain a professional, organized, and client-ready environment at reception desks, work areas, waiting areas, hallways, and exam rooms.
• Monitor adherence to safety, security, OSHA, and hospital procedures that affect Client Service operations.
• Report unsafe conditions, unrecognized hazards, equipment concerns, and policy violations promptly to the appropriate leader.
• Support quality assurance reviews and action plans related to Client Service processes and client experience.

Meetings and Communication

• Attend and participate in leadership, management, departmental, and regional meetings as assigned.
• Help plan and facilitate Client Service meetings, huddles, training sessions, and supervisor meetings.
• Read and respond to communications in a timely manner and ensure relevant updates are communicated clearly across all shifts.
• Provide the Administrative Manager and Hospital Leadership with regular updates regarding staffing, employee performance, client concerns, workflow, and operational risks.

Leadership Expectations

• Model ethical conduct, honesty, discretion, reliability, and financial and medical integrity.
• Handle conflict with maturity, emotional intelligence, fairness, and respect.
• Promote a workplace free of gossip, retaliation, discrimination, harassment, and unprofessional conduct.
• Build trust through consistent expectations, clear communication, follow-through, and accountability.
• Partner with hospital leaders to advance patient care, client service, employee engagement, and responsible financial performance.
• Remain accessible to the team and participate in an appropriate leadership coverage rotation as assigned.

Physical Requirements

• Dependable attendance and punctuality are required.
• Any allergies to animals must be controllable through medication.
• Must be able to lift up to 40 pounds.
• Must be able to sit, stand, walk, bend, squat, reach, lift, and type throughout a minimum eight-hour workday.
• Visual acuity must be sufficient to maintain accurate records, recognize people, and understand written directions.
• Hearing and speech must be sufficient to communicate clearly in person and by telephone.
• Fine motor skills must be adequate to operate computers, phones, office equipment, and relevant hospital equipment.
• Must follow the hospital dress code, including required attire and identification.

Pay commensurate with experience in the range of $28-$32 per hour.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee pet discount
• Access to the exceptional care of our veterinarians and specialists
• Health insurance
• Paid time off
• Penn Foster Program Discounts
• VetGirl Subscription Discount
• Fear Free Certification Sponsorship
• Schedule:
• 6, 8 or 10 hour shifts available
• Some holidays required
• Some weekend hours required

What Makes Us Different
We’re more than just a veterinary hospital — we’re a community that truly cares. We’re passionate about supporting the well-being of both pets and the people who love them.

We’re also committed to environmental sustainability. Our dedicated Green Team leads initiatives to reduce our environmental footprint and promote eco-conscious practices throughout the hospital.

And because we believe a positive, connected workplace helps us provide the best care, we have a Fun Committee that organizes team-building events, celebrations, and activities to keep our culture vibrant and supportive.

We’re always looking for new ideas and fresh perspectives to help us grow — whether it's improving life for our team, our clients, or the planet. Everyone's voice matters here.

Come meet us and experience the joy of not only working with the pets in our care, but also gaining experience at a state of the art veterinary practice!

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.