Vet Teaching Hospital Client Relationship Officer

University of Georgia; Athens (GA); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Retirement Plan

Benefits Eligible

Job summary

University of Georgia's Vet Teaching Hospital seeks a Client Relationship Officer to own the investigation of client complaints and ensure timely, professional resolution. You will triage inquiries across services, coordinate with clinicians and staff, and steer care that supports client satisfaction and hospital standards.

This role emphasizes centralized tracking, data-driven insights, and collaboration with hospital leadership to improve operations and the client experience.

Qualifications

• Bachelor's degree in a related field or equivalent and 2 years of professional experience.
• Preferred qualifications include experience in a medical environment handling client complaints regarding charges, services or treatment.

Responsibilities

• Serve as the chief investigator for client complaints, grievances, or service issues involving hospital patients, services and staff.
• Greet, communicate with clients to gather information and provide professional, compassionate support.
• Investigate complaints by coordinating with clinicians, faculty, staff, and hospital departments.

Skills

Communication

Conflict resolution

Organizational skills

Critical thinking

Professionalism and confidentiality

Empathy

Healthcare operations knowledge

Education

Bachelor's degree or equivalent

Job description

Job Title

Vet Teaching Hospital Client Relationship Officer

About the University of Georgia

Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state's flagship university (https://www.uga.edu/). The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University's main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University's enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine.

About the College of Veterinary Medicine

The University of Georgia College of Veterinary Medicine, founded in 1946, is dedicated to training future veterinarians, providing services to animal owners and veterinarians, and conducting investigations to improve the health of animals as well as people. The college benefits pets and their owners, food-producing animals, and wildlife by offering the highest quality hospital and diagnostic laboratory services. Equipped with the most technologically advanced facilities located on a university campus, the college is dedicated to safeguarding public health by studying emerging infectious diseases that affect both animal and human health.

The College of Veterinary Medicine values all members of the university community, recognizing that differences in experience and culture can only lead to a more well-rounded, accepting academic environment as embodied in our Principles of Community (http://vet.uga.edu/principles-of-community/). The College values a commitment to inclusion.

Position Summary

The Client Relationship Officer owns the primary responsibility as the chief investigator of client complaints regarding services, charges and treatment while at the Vet Teaching Hospital (VTH). As the only Veterinary Teaching Hospital in the state of Georgia and with a combined caseload of over 36,000 cases, the VTH serves a wide network of referring DVM's for both small animal and large animal patients.

The Client Relationship Officer is authorized to exercise judgement regarding the path a complaint will go with hospital administration, clinical services, faculty, staff, and support teams to ensure clients are addressed promptly, professionally, and compassionately. This role will triage incoming complaints and inquiries, identifying the appropriate VTH personnel for follow-up and assist in facilitating resolutions that support both client satisfaction and hospital standards of care.

This position is also responsible for developing and maintaining a centralized tracking and reporting system for all client relations concerns and resolutions to help identify trends, recurring service issues, as well as data-driven decisions related to operational improvements and client experience initiatives. The Client Relationship Officer will regularly collaborate with hospital administration to provide reports, trend analysis, recommendations for improvement, and opportunities to enhance overall client satisfaction and communication workflow.

Qualifications

Minimum Qualifications: Bachelor's degree in a related field or equivalent and 2 years of professional experience.

Preferred Qualifications:

• Experience working in a medical environment assisting clientele with complaints regarding medical charges, services or treatment for satisfied outcomes.
• Proven skills in resolving escalated conflict.

Knowledge, Skills, Abilities and Competencies

• Demonstrate exceptional communication, written and verbal.
• Possess resiliency in dealing with conflict resolution.
• Strong organizational skills to maintain a revolving calendar of follow up contact on email form, set calls or meetings.
• Demonstrate critical thinking skills, as well as the ability to be professional and confidential while managing sensitive situations.
• Possesses confidence and decision making skills that exude professionalism, empathy and wisdom in escalated situations.
• Knowledge of healthcare operations, veterinary medicine, quality assurance, customer relations, or hospital administration.

Physical Demands

• Ability to travel throughout a large building to meet with staff or veterinarians.
• Capable of lifting 30 lbs. unassisted.
• Work within an environment with potential exposure to zoonological diseases and has high levels of animal sounds and bodily fluids that need disposal.

Benefits and Eligibility

Retirement Plan: TRS or ORP.

Benefits Eligibility: Benefits Eligible.

Employment Type: Employee.

FLSA: Exempt.

Full/Part time: Full Time.

Work Schedule: General business hours of Mon-Friday, 8a-5p, with need for flexibility after hours, on weekends and holidays.

FTE: 1.0.

Location: Athens Area.

Proposed Starting Date: 09/01/2026.

Posting Date: 07/31/2026.

EEO Policy Statement

The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR ([e-mail]).

USG Core Values Statement

The University System of Georgia is comprised of our 25 institutions of higher education and learning, as well the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 08.02.18.01.02. Additionally, USG supports Freedom of Expression as stated in Board Policy 06.05 Freedom of Expression and Academic Freedom.

Duties/Responsibilities

• Serve as the chief investigator for clients with concerns, complaints, grievances, or service related issues involving hospital patients, services and/or staff.
• Communicate directly with clients to gather information, understand concerns, and provide professional and compassionate support.
• Investigate complaints by coordinating with clinicians, faculty, staff, and hospital departments to collect relevant details and documentation.
• Facilitate communication between involved parties to support timely problem solving and conflict resolution.
• Make educated, autonomous decisions on requesting adjustments to bills, providing details to clients that are allowed from the medical record, and escalating a client through the termination procedure in cases of misconduct.
• Develop, coordinate, and communicate resolutions, recommendations, or follow up actions related to client concerns.
• Ensure concerns are addressed in a timely, professional, and confidential manner while promoting a client experience.
• Escalate high‑risk or sensitive issues to hospital leadership when appropriate.
• Develop and maintain a centralized tracking and documentation system for all client concerns, complaints, and service recovery cases.
• Professionally document communication with support of AI software.
• Monitor complaint activity, response timelines, resolution outcomes, and follow-up completion.
• Track and analyze key performance indicators (KPIs), recurring issues, service trends, and client satisfaction concerns across departments or service areas.
• Generate reports, summaries, and trend analyses for hospital leadership and administration.
• Identify patterns or recurring concerns that may indicate workflow inefficiencies, communication breakdowns, or operational improvement opportunities.
• Maintain accurate, organized, and confidential documentation in accordance with hospital policies and procedures.
• Collaborate closely with hospital administration, department leaders/charge nurses, and clinical services to discuss complaint trends and operational concerns. Provide recommendations for policy updates, workflow improvements, communication enhancements, and service recovery strategies based on complaint findings and trend analysis.
• Participate in quality assurance, client experience, and operational improvement initiatives throughout the hospital.
• Assist with the development and implementation of standardized procedures related to client complaint management and patient relations.
• Support leadership in identifying opportunities to improve client satisfaction, operational consistency, and overall hospital experience.
• Promote a culture of accountability, professionalism, continuous improvement, and client centered service across hospital departments.