Assistant Manager - Client Service

Vicar Operating, Inc. dba VCA; United States; On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Employee pet discount

Health insurance

Paid time off

Job summary

VCA Animal Hospitals seeks a Client Service Assistant Manager to support the Administrative Manager in leading the Client Service team and maintaining high-quality operations at a 24-hour hospital. You will coach supervisors, coordinate staffing, and ensure exceptional client, patient, and referring partner experiences across shifts.

You will act as a key leader when the Administrative Manager is unavailable, driving operational excellence, training, and cross‑department communication within

Qualifications

• Leadership experience in a service environment are required.
• Experience in customer service, hospitality, healthcare, or veterinary settings preferred.
• Veterinary hospital experience strongly preferred.
• Experience scheduling and supporting a multi-shift team preferred.
• Experience with employee training and performance coaching preferred.

Responsibilities

• Provide consistent, visible leadership to Client Service Supervisors and Representatives.
• Recruit, onboard, train, and retain staff in collaboration with Hospital Leadership.
• Monitor performance, coach employees, and document conversations per HR practices.
• Oversee daily Client Service operations and adjust workflow as needed.
• Ensure client and patient flow and professional service across all shifts.

Skills

Leadership experience

Customer service excellence

Staff scheduling

Employee training

Conflict resolution

Communication

Education

High school diploma

College education preferred

Tools

HR policies

Job description

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.

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 elevate 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

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 elevate 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

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!

We are proud to be an Equal Opportunity Employer - Veterans / Disabled.

A leader in veterinary care, VCA Animal Hospitals is committed to taking care of the future of veterinary medicine. We are a family of hometown animal hospitals determined to positively impact pets, people and our communities. From primary care to emergency, urgent and specialty care, VCA delivers world‑class medicine and hometown care to more than four million pets each year. We invest in cutting‑edge tools, training and technology that enable Associates across our national network of hospitals to lead the industry today and into tomorrow. Among our talented 35,000 Associates are nearly 7,000 veterinarians – including 500 who are board‑certified specialists – nearly 4,000 credentialed technicians and over 10,000 veterinary assistants – all dedicated to giving pets the very best in medical care.

The future of veterinary medicine is in our hands. Join us.