Client Experience Manager - Multi-Site

ethosveterinaryhealth; Cincinnati, Dayton (OH, OH); On-site; USD 72,000 - 88,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

FSA/HSA

401K + company match

CE Allowance

Professional development

Uniforms

Education events access

Job summary

Ethos Veterinary Health’s Care Center Cincinnati is seeking a Client Experience Manager for Cincinnati and Dayton locations. This full-time, 40-hour per week role requires flexible scheduling, including weekends and some holidays. Compensation starts at $80,000 per year.

You will lead the Client Services team across both hospitals, oversee scheduling, payroll and PTO processes, and drive a positive, professional client experience while collaborating with hospital leadership and the Finance team.

Qualifications

• Demonstrated excellence in client service and communication.
• Proven ability to manage teams across multiple sites.
• Minimum 5 years in client relations, hospitality, or veterinary industry.

Responsibilities

• Oversee all Cincinnati/Dayton Client Services staff.
• Create scheduling templates and handle PTO/payroll with CS Team.
• Maintain positive client experience and respond to online reviews.
• Lead hiring, interviews and training with CS Team.
• Manage client financial estimates and AR goals with Finance.
• Ensure appearance and uniforms per handbook.
• Foster cross-hospital communication and collaboration.

Skills

Client service

Communication skills

Time management

Multi-tasking

Leadership experience

Job description

Client Experience Manager - Multi-Site

Location: Cincinnati and Dayton (Centerville), OH

Schedule: Full Time | 40 Hours Per Week | Flexible Schedule Availability Will Be Required To Meet Departmental Needs | Weekends As Needed and Some Holidays

Compensation: Starting at $80,000 per year

Why join Care Center, Cincinnati

At Care Center Cincinnati, you'll be part of a team passionate about strengthening the bond between pets and the people who love them. Our state-of-the-art specialty and emergency hospital is grounded in compassion, teamwork, respect, and clinical excellence. Every team member plays an important role in delivering exceptional care.

You’ll work alongside experienced veterinary professionals in a collaborative environment that values open communication, continuous learning, and mutual support. Your skills and dedication will make a meaningful difference for our patients, their families, and the referring veterinary community we proudly serve. If you're looking for a purpose-driven career where you can grow, contribute, and truly belong, you'll find it at Care Center.

In Your Day-To-Day, You Will

• Proficient in all Client Services job duties
• Manage all Care Center Client Services Representatives (Cincinnati/Dayton)
• Create and oversee scheduling templates, PTO requests, and payroll needs in conjunction with the Client Services Team Support
• Promote a positive, appropriate, professional, supportive, and empathetic atmosphere within the hospital to achieve hospital’s client experience goals
• Review and handle all client concerns and online review responses
• Oversee hiring, interviewing, and training needs in conjunction with the Client Services Team
• Oversee client financial estimate workflows and accounts receivable goals in conjunction with Finance Manager
• Maintain appearance by ordering uniforms for the Client Services Team as outlined in the Care Center Handbook
• Promote communication and collaboration between hospitals
• Maintain appropriate appearance as delineated in the Care Center Handbook
• Ability to multi-task- Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Communication skills - Reads, writes, and speaks fluent English, using appropriate grammar, style, and vocabulary. Correctly spells commonly used English words and job specific terms. Demonstrates exceptionally strong written and verbal communication skills.
• Organizational ability - Demonstrates a systematic approach in carrying out assignments.
• Excelat cutting through confusion and turning chaos into order.
• Problem solving skills - Demonstrates a strong ability to identify, analyze, and solve problems. Translates problems into practical solutions.
• Client service skills - Consistently ensures the team provides the client with attentive, courteous and informative service. Gains and shows personal satisfaction from delivering great service.
• Intellectual ability - Accurately and consistently follows instructions delivered in a verbal, written, or diagram format. Can provide directions.
• Computer skills - Comfortably and confidently uses a computer and specialized veterinary medical software.

What You Bring

• Demonstration of excellent client service skills
• Excellent written and verbal communication skills
• Excellent time management skills and ability to multi-task
• Exceptional ability to communicate with all levels of the organization, including the public
• At least 5 years’ management experience in client relations, hospitality, or veterinary industry

Perks & Benefits

• Medical, Dental and Vision insurance -Multiple health plan options so that you can choose something that suits your needs best.
• Life Insurance, Disability Insurance, FSA, HSA
• 401K + company match
• Employee Assistance Program
• Uniforms
• Generous CE Allowance
• Professional development assistance
• Hands on learning as well as opportunities for credentialing
• Onsite continuing education events as well as virtual learning platforms

At Care Center, no two days are the same. As two of the region's premier emergency and specialty hospitals, our Cincinnati and Dayton locations serve a diverse caseload ranging from critical emergencies to complex referral cases. Our teams use advanced diagnostics, specialized equipment, and innovative treatment options to provide exceptional care around the clock. In this role, you'll help create a consistent, supportive client experience across both hospitals while leading teams that make a meaningful impact every day.

Care Center’s Cincinnati and Dayton locations are accessible to veterinary professionals throughout the Cincinnati–Dayton corridor, including:

• Centerville
• Miamisburg
• Springboro
• Franklin
• Carlisle
• Middletown
• Monroe
• Lebanon
• Liberty Township
• West Chester Township
• Mason
• Deerfield Township

About Ethos Veterinary Health

Ethos Veterinary Health, part of the NVA Group, is where you come to practice world-class medicine, and help shape what veterinary care becomes next. Across our network of 140 specialty and emergency hospitals, science moves forward, standards are elevated, and innovation is put into practice every day. You’ll work alongside respected veterinary leaders in academic-caliber hospitals designed for learning, teaching, and discovery. Here, mentorship is a two-way street. You’ll share your expertise, learn from others, and continue to grow, clinically, professionally, and personally. At Ethos, you inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.

Join Us

At Ethos, this isn’t just a job, it’s an opportunity to practice medicine at the highest level and help shape the future of veterinary care!

Equal Opportunity Employer

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need.