Veterinary Hospital Supervisor, Client Experience

Ethos Veterinary Health; Midlothian (VA); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k)

Paid Time Off

CE Allowance + VetBloom access

Scholarship opportunities for VTNE/lic

Uniform allowance

Employee pet discount

Disability & Life Insurance

Job summary

Ethos Veterinary Health is seeking a Hospital Supervisor for the Midlothian, VA location to lead day-shift hospital operations with a strong emphasis on client experience and service standards. This role serves as the primary client-facing leader, ensuring seamless communication across departments and high-quality patient flow.

The position supports clinical teams to optimize discharge quality and hospital-wide coordination, while developing staff, delivering service training, and upholding a

Qualifications

• 2-4 years of veterinary experience (ER/Specialty preferred).
• Strong client service and conflict resolution skills.
• Demonstrated ability to lead teams in a fast-paced environment.
• Excellent communication and organizational skills.
• Financial and operational awareness.

Responsibilities

• Act as the point-of-contact for escalated client concerns, managing complex complaints with professionalism.
• Lead and supervise all client-facing team members during shift.
• Ensure clear, empathetic, and consistent communication standards across touchpoints.
• Monitor estimate accuracy and financial policy compliance with Hospital Coordinators.
• Track trends in complaints and develop proactive service recovery initiatives.
• Partner with leadership to improve client satisfaction metrics.

Skills

Client experience leadership

Communication skills

Operational awareness

Team leadership

Conflict resolution

Tools

Hospital management software

Job description

Hospital Supervisor, Client Experience, Day shift

Hospital Supervisor – CVT/RVT/LVT required | $25–28/hr

Location: Midlothian, VA

Full-Time | 4x10's or 5x8's | Day shift

The Hospital Supervisor, Client Experience is responsible for leading day-shift hospital operations, with a strong emphasis on client experience, service standards, and operational efficiency.

This role serves as the primary client-facing leader, ensuring seamless communication between departments, elevated service delivery, and consistent operational execution across Urgent Care and Emergency Services, Internal Medicine, and Client Services.

While not a clinical leader, this position partners closely with the clinical teams to support patient flow, discharge quality, and hospital-wide coordination. The role also plays a key part in team development, service training, and accountability, helping to build a high-performing, client-centered culture.

Pay & Benefits for Veterinary Hospital Supervisors

• $25–$28/hour (based on experience and skills)
• Medical, Dental, Vision

• 401(k)
• Paid Time Off
• CE Allowance + Free VetBloom (RACE-approved CE) access
• Veterinary Technician scholarship opportunities
• VTNE and/or license reimbursement
• Uniform allowance
• Employee pet discount
• Disability & Life Insurance

Schedule

• Four- ten hour shifts or five- eight hour shifts per week
• 50% weekends required

Veterinary Hospital Supervisor Responsibilities

Client Experience & Service Leadership (Primary Focus)

• Act as the point-of-contact for escalated client concerns, managing more complex complaints with professionalism and resolution ownership
• Lead and supervise all client-facing team members (CSRs, HCs) during shift
• Ensure clear, empathetic, and consistent communication standards across all touchpoints
• Work with Hospital Coordinators to monitor and enforce estimate accuracy and financial policy compliance
• Track trends in complaints and work with the Operations Manager to develop proactive service recovery initiatives
• Partner with the rest of leadership to continuously improve client satisfaction metrics

Operational Oversight & Workflow Support

• Oversee patient and client flow throughout the hospital during assigned shift.
• Identify inefficiencies and implement real-time solutions to improve throughput and service delivery
• Facilitate clear communication between departments and across locations
• Support development of standardized workflows and structure for consistency (aligned with hospital goals)
• Provide shift updates and operational feedback to the Operations Manager

Team Leadership, Coaching, & Development

• Provide ongoing mentorship and coaching to CSR team members
• Conduct monthly 1:1 meetings with CSRs and HCs
• Lead quarterly client-focused training sessions for support staff
• Work with the rest of the Leadership team to facilitate monthly department meetings to reinforce expectations and share updates
• Support recruiting, interviewing, and onboarding client service positions
• Promote a culture of accountability, professionalism, and service excellence

Performance Management & Accountability

• Conduct real-time coaching and performance feedback
• Lead accountability conversations, including documentation and corrective actions (in partnership with OM/DHO)
• Assist with employee evaluations and development planning
• Maintain oversight of timekeeping accuracy and payroll processing (bi-weekly)

Revenue Integrity & Administrative Support

• Monitor compliance with payment policies and financial procedures
• Support efforts to improve revenue capture and operational efficiency
• Oversee front desk processes, administrative workflows, and documentation standards
• Maintain inventory of front office and operational supplies (may create a workflow where this is managed evenly amongst the client service team)

Required Qualifications

• 2-4 years of veterinary experience (ER/Specialty preferred)
• Strong client service and conflict resolution skills
• Demonstrated ability to lead teams in a fast-paced, high-demand environment
• Excellent communication and organizational skills
• Financial and operational awareness
• Experience with hospital management software systems

About Virginia Veterinary Centers

Virginia Veterinary Centers Midlothian has been serving the community since 2001. Our emergency department offers immediate triage and treatment for urgent situations. Our doctors have obtained intensive training in addressing life‑threatening conditions and have the latest technology at their fingertips. We strongly believe that communication is one of the MOST effective tools. With that, we stay in close contact with our patients’ primary care veterinarian and collaborate with specialists to help make the best decisions for our patients.

For more information about our hospital, please visit www.virginiaveterinarycenters.com.

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.

Candidates can confidentially submit their CV to Sr. Talent Acquisition Partner Rachel at [e-mail]

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.