Client Experience Supervisor
$25 - $30/hr+ Uniform stipend
Mid
Bachelor's, Associate's
Austin, TX, USA
In Person
Medical, Clinical & VeterinaryClinical Support & Patient Administration
About the job
Requirements
- A high school diploma or equivalent is required.
- At least two years of experience in veterinary client service, healthcare client service, or hospitality leadership is required.
- At least one year of leadership or supervisory experience, or demonstrated leadership responsibilities, is required.
- Strong organizational skills and the ability to prioritize and manage time effectively in a fast-paced environment are required.
- A patient-focused attitude, active listening, and problem-solving skills are required.
- The ability to work quickly and efficiently without compromising accuracy or quality is required.
- Leadership, coaching, and interpersonal communication skills are required.
- Client service and conflict resolution skills are required.
- Professionalism, sound judgment, discretion, and confidentiality are required.
- Proficiency in Microsoft Office and hospital management software is required.
- Adaptability to changing priorities and operational demands is required.
- Fluent English speaking and reading skills are required.
Responsibilities
- Supervise and support Client Service Representatives during assigned shifts.
- Model professionalism, empathy, accountability, teamwork, and exceptional client service.
- Foster a positive work environment and reinforce hospital culture and values.
- Serve as a resource for workflow questions, complex client interactions, and operational concerns, escalating issues to the Client Experience Manager as needed.
- Keep client-facing areas clean, organized, welcoming, and fully stocked.
- Monitor workflow to support efficient admissions, referrals, scheduling, communication, and discharges.
- Assist with staffing assignments, shift coverage, and daily task delegation.
- Monitor department performance metrics and identify opportunities to improve efficiency and client satisfaction.
- Resolve client concerns and support service recovery efforts.
- Coach, mentor, and provide ongoing performance feedback to team members.
- Conduct one-on-one meetings and introductory evaluations, and assist with annual reviews.
- Participate in recruiting, hiring, onboarding, and training new employees.
- Maintain training resources, task lists, and departmental standard operating procedures.
- Conduct phone quality reviews and support call center performance improvements.
- Assist with workflow enhancements and the implementation of new processes.
- Assist with scheduling, paid time off requests, staffing coverage, refunds, collections, and departmental documentation.
- Maintain shared resources, communication boards, and reference materials.
- Reinforce hospital policies, professionalism, confidentiality, attendance, and client service standards.
- Report employee performance or operational concerns to the Client Experience Manager.
- Maintain strict confidentiality regarding personnel, financial, client, and hospital information.
- Perform Client Service Representative duties as needed.
- Support cross-department collaboration, hospital initiatives, special projects, audits, and operational improvements.
- Provide day-to-day supervision of Client Service Representatives, including coaching, scheduling support, onboarding, performance management, and employee development.
Desired Qualifications
- An Associate's or Bachelor's degree in Business Administration, Healthcare Administration, Veterinary Technology, Hospitality Management, or a related field is preferred.
- Experience in emergency or specialty veterinary medicine is preferred.
- Experience with employee scheduling, training, coaching, and performance management is preferred.
About the company
Ethos Veterinary Health operates a nationwide network of more than 140 specialty and emergency veterinary hospitals across North America. It brings together over 1,500 specialized veterinarians who treat nearly 2 million pets each year. Hospitals in the network share advanced diagnostic tools and apply a scientific, evidence‑based approach to patient care, enabling collaboration across sites and access to specialized expertise. What makes Ethos different is the combination of a large, integrated network with deep specialty medicine and a focus on high-quality outcomes and professional collaboration, rather than isolated clinics. The company’s goal is to raise veterinary standards by delivering expert, evidence‑based care and to provide rewarding careers for veterinary professionals while advancing pet health.
Company Size
501-1,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Woburn, Massachusetts
Founded
2015
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Simplify's Take
What believers are saying
- VetRec reached 600 doctors and 900 staff by August 2026.
- Ethos opened 2026 ER Immerse recruiting across Texas, Florida, and California.
- Leslie Storms became president on December 1, 2025, restoring permanent leadership.
What critics are saying
- FTC order limits specialty acquisitions near rivals through 2032, capping roll-up growth.
- Leadership churn from Ryan Buck to Leslie Storms signals strategic instability in 2025.
- Sambolin litigation over hospital care keeps malpractice and reputational risk alive.
What makes Ethos Veterinary Health unique
- 140+ specialty and emergency hospitals give Ethos dense referral coverage.
- Ethos Discovery and clinical trials embed research into daily hospital operations.
- VetRec partnership adds enterprise AI recordkeeping across specialty and emergency workflows.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- Health Savings Account/Flexible Spending Account
- Paid Vacation
- Paid Sick Leave
- 401(k) Retirement Plan
- 401(k) Company Match
- Wellness Program
- Flexible Work Hours