Veterinary Services & Client Experience Lead

Ethos Veterinary Health; Mission (KS); On-site; USD 70,000 - 95,000; Full time

Job summary

Mission Veterinary Emergency Services (MVES) in Mission, KS seeks a Veterinary Services Manager to lead non-clinical teams and drive client experience, culture, and operational efficiency. You will collaborate with Hospital leadership to align client service with clinical workflows and financial processes.

Responsibilities include overseeing client service, onboarding, training, and performance conversations, while ensuring a compassionate, professional hospital environment and strong cross-team

Qualifications

• 2–4 years of management or leadership experience in a veterinary hospital or similar service environment.
• Experience leading Client Service or other customer-facing teams preferred.
• Experience with accounts receivable, collections, or financial processes preferred.
• Strong organizational and communication skills.
• Comfortable working independently and taking ownership of problems.

Responsibilities

• Oversee Client Service and other assigned non-clinical departments.
• Set clear expectations for teamwork, communication, professionalism, and performance.
• Coach and develop supervisors and team members.
• Build a positive, accountable, and collaborative culture.
• Address employee concerns, performance issues, attendance, and conflict in a timely manner.
• Build strong working relationships between clinical and non-clinical teams.
• Participate in interviewing and hiring for non-clinical positions.
• Oversee onboarding and orientation.
• Develop and maintain training and education programs.
• Conduct performance reviews and ongoing performance conversations.
• Partner with HR on employee relations and performance management.
• Recognize strong performance and support employee growth.
• Oversee accounts receivable and outstanding client balances.
• Manage relationships and processes involving collection agencies.
• Oversee payment methods, payment processes, and related client-service workflows.
• Identify opportunities to improve collection processes while maintaining a positive client experience.
• Monitor financial processes and identify trends or issues requiring leadership attention.
• Oversee facilities, janitorial services, and general non-clinical building needs.
• Coordinate maintenance, repairs, cleaning, and other facility-related services.
• Identify facility issues and ensure they are addressed appropriately and timely.
• Work with hospital leadership and vendors to maintain a clean, safe, functional, and professional hospital environment.
• Identify operational problems and develop practical solutions.
• Oversee processes related to deceased patient pickup, transportation, cremation, and return of ashes.
• Maintain relationships with external end-of-life service providers.
• Ensure protocols for deceased patients, personal belongings, ashes, and related client communication are clear and consistently followed.
• Identify opportunities to improve the end-of-life experience for clients and the team.

Skills

Leadership

Communication

Customer service

Problem solving

Tools

ezyVet

Job description

Mission Veterinary Emergency Services (MVES) in Mission, KS seeks a Veterinary Services Manager to lead non-clinical teams and drive client experience, culture, and operational efficiency. You will collaborate with Hospital leadership to align client service with clinical workflows and financial processes.

Responsibilities include overseeing client service, onboarding, training, and performance conversations, while ensuring a compassionate, professional hospital environment and strong cross-team