Client Services Supervisor

Veritas Veterinary Partners; Eatontown (NJ); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401(k) with match

Paid time off

Parental leave

CE allowance

Licensing fees covered

Mental health support

Pet insurance

DailyPay

Job summary

Veritas Veterinary Partners is seeking a hands-on Client Services Supervisor for its 24/7 emergency and multi-specialty hospital in Eatontown, NJ. You will lead the front-d desk team, drive the Care First service standard, and partner with the Client Services Manager to ensure seamless patient flow and outstanding client communication.

You will coach staff, monitor invoicing and payments, and oversee registration and admissions to support top-tier care for pets and their families.

Qualifications

• 3+ years of veterinary client services experience, including 1+ year in a supervisory role
• Proficiency in Impromed or similar practice management software
• Working knowledge of CareCredit, ScratchPay, and Affir
• Strong customer service, de‑escalation, and training skills

Responsibilities

• Lead and develop the team, set priorities, and manage coverage for a 24/7 hospital
• Oversee invoicing, payments, refunds, and registration paperwork in Impromed
• Explain payment options (CareCredit, ScratchPay, Affir) to clients and ensure smooth transactions
• Verify registration and admission paperwork is complete and linked to medical records
• Deliver an exceptional client experience and act as the first escalation point for concerns
• Maintain smooth front-desk operations, including check-in/out and appointment flow
• Report on team metrics, financial accuracy, and client satisfaction
• Supervise onboarding, 30/60/90-day reviews, and staff performance discussions

Skills

Customer service

De-escalation

Training

Leadership

Tools

Impromed

Job description

246 Industrial Way West, Eatontown, NJ 07727

World Class Medicine.
Purpose-Driven Partnership.

Veritas Veterinary Partners offer exciting career opportunities in state-of-the-art facilities across the U.S. Our hospitals are staffed by board-certified specialists, create a collaborative environment where you can work alongside like-minded, caring professionals. If you're passionate about veterinary medicine, this is your chance to thrive in a dynamic, high-quality setting.

At Veritas Veterinary Partners, our mission is to build a network of trust and opportunity for veterinary professionals nationwide. We specialize in supporting Specialty and Emergency care hospitals, aligning with your unique goals and medical standards. Veritas, founded by Thomas Scavelli, DVM, DACVS, is dedicated to recruiting top-tier talent and fostering collaboration within our community. With a focus on exceptional care, we bring together highly trained veterinarians, technicians, and teammates committed to our patients’ well-being.

We believe in Truth in Medicine and Trust in Partnerships, ensuring we always provide the highest standard of care. Come join us and make a meaningful impact on the community you serve.

About the Role

Do you thrive in fast-paced environments and love leading a team that makes a difference for pets and their people? We're looking for a hands‑on Client Services Supervisor to lead our front‑line team in a 24/7 emergency and multi‑specialty hospital. Reporting to the Client Services Manager, you'll work alongside our Client Service Representatives and Phone Operators at the front desk while leading them in delivering a top‑tier client experience rooted in our "Care First" philosophy, from the first phone call to discharge.

What You'll Do

Lead and develop the team

• Hold team huddles at the start of each shift to set priorities and share updates
• Foster a collaborative team culture and address conflicts between team members early
• Coach staff on service standards, give regular feedback, and address performance gaps
• Manage callouts and arrange coverage to keep the hospital staffed around the clock
• Monitor attendance and handle initial disciplinary steps with the Client Services Manager
• Support onboarding and 30/60/90-day and annual reviews for team members
• Monitor phone operators for adherence to our "Care First" phone standards

Ensure accuracy of team

• Oversee the team's invoicing, payments, refunds, and registration paperwork in Impromed, reviewing work for accuracy and completeness
• Ensure staff understand payment options, including CareCredit, ScratchPay, and Affir, and can confidently walk clients through them
• Verify registration and admission paperwork is complete, signed, linked to medical records, and entered promptly

Deliver an exceptional client experience

• Keep clients informed throughout their visit on wait times, exam progress, and discharge instructions
• Serve as the first escalation point for client concerns, de‑escalating issues and reporting trends
• Ensure referring veterinarians receive immediate, priority attention and coordinated case support
• Facilitate smooth handoffs between the front desk and clinical teams

Keep operations running smoothly

• Supervise check‑in/check‑out, appointment flow, and interdepartmental coordination
• Maintain clean, welcoming reception, waiting, and exam areas
• Report regularly on team metrics, financial accuracy, and client satisfaction

What You Bring

Required

• 3+ years of veterinary client services experience, including 1+ year in a supervisory role
• Proficiency in Impromed or similar practice management software
• Working knowledge of CareCredit, ScratchPay, and Affir
• Strong customer service, de‑escalation, and training skills

Preferred

• Emergency or multi‑specialty hospital experience
• Familiarity with veterinary terminology and referral coordination

This is a fast-paced, 24/7 hospital with animal exposure, emotionally charged situations, and physical demands such as standing for long periods and cleaning. This is an essential personnel role; you may be required to work during inclement weather, states of emergency, or other closures when the hospital remains open.

Compensation & Schedule

• Schedule: The schedule for this role is Tuesday through Saturday from 4:30 PM to 1:00 AM. We’re looking for someone who can offer flexibility as scheduling needs may vary from time to time. In addition, the position requires two working holidays per year to help support the needs of the hospital.
• Access earned wages before payday with DailyPay
• Medical, vision and dental insurance options, with some plans available at little to no cost
• 401(k) with employer match
• Paid time off and paid parental leave
• Covered licensing fees and continuing education allowance
• Mental health support through Talkspace and ComPsych
• Pet insurance and generous discounts for teammates’ pets

Located at:246 Industrial Way West, Eatontown, NJ 07727

Base Pay

$25 - $28 USD

Veritas Veterinary Partners is an equal opportunity employer. In accordance with the requirements of all applicable federal, state and local laws, we welcome and encourage diversity in the workplace regardless of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status or any other legally protected status.Applicants must be authorized to work in the U.S. All current positions require the ability to speak, read, and write English proficiently. Additional fluency in other languages is preferred but not required.