Call Center & Scheduling Supervisor

Job Description

Job Description

Call Center & Scheduling Supervisor

Veterinary Specialty Healthcare | Full-Time
Compensation: Up to $75,000 + Performance Incentive Plan
Relocation Assistance Available

We're recruiting for a growing veterinary specialty organization seeking a hands-on Call Center & Scheduling Supervisor to lead and support its patient scheduling and coordination team.

This is not a traditional supervisor role where you simply oversee the work. You'll work alongside the team—helping schedule patients, solving more complex coordination issues, coaching team members, and making sure referrals and appointments continue moving efficiently across multiple locations.

The ideal candidate enjoys being both a leader and a hands-on contributor and knows how to create an organized, responsive experience for clients, referring veterinary teams, and patients.

What You'll Do Scheduling & Patient Coordination

• Maintain an active scheduling workload alongside the team
• Coordinate patient appointments across multiple locations and services
• Communicate with pet owners and referring veterinary teams
• Gather records and information needed to schedule patients appropriately
• Provide appointment instructions, estimates, and scheduling information
• Assist with complex scheduling situations and escalations
• Coordinate with clinical teams when additional information is needed
• Help maximize appointment availability across locations

Team Leadership & Coaching

• Provide day-to-day supervision and support to the scheduling team
• Coach team members on communication, organization, prioritization, case ownership, and problem-solving
• Provide real-time feedback and hands-on guidance
• Identify performance or training gaps and provide additional coaching
• Support the team with difficult scheduling situations and escalations
• Build a culture of accountability, teamwork, and follow-through

Training & Onboarding

• Lead onboarding and training for new team members
• Provide hands-on instruction, demonstration, and supervised training
• Maintain training materials, workflows, and standard operating procedures
• Provide ongoing training as systems, services, and processes evolve
• Identify opportunities for additional individual and team development

Workflow & Operations

• Monitor scheduling activity, referrals, communications, and team workload
• Ensure cases move through established workflows in a timely manner
• Identify bottlenecks, incomplete tasks, or cases requiring additional follow-up
• Step in when needed to resolve issues and keep scheduling moving
• Monitor team performance against established goals and expectations
• Partner with leadership and clinical teams to improve processes across locations
• Provide leadership with visibility into team performance, workflow challenges, and opportunities for improvement

What We're Looking For

• Experience in scheduling, call center operations, customer service, veterinary medicine, healthcare, or a similar environment
• Previous supervisory, team-lead, coaching, or training experience preferred
• Strong communication and organizational skills
• Ability to manage multiple priorities and workflows simultaneously
• Comfortable coaching others while maintaining a hands-on workload
• Strong problem-solving skills and attention to detail
• Comfortable working across multiple technology platforms
• Veterinary or healthcare experience is preferred
• Experience with practice-management, CRM, communication, and scheduling platforms is a plus

Compensation

Up to $75,000 annually , plus an incentive plan based on achievement of established performance KPIs.

Benefits

Full-time team members receive a comprehensive benefits package that includes:

• Medical, dental, and vision insurance
• 401(k) with company match
• Employer-paid Employee Assistance Program
• 15 days of PTO annually
• Paid company holidays
• Continuing education opportunities
• Professional development and specialty training
• Employee pet care discounts
• Relocation assistance for qualified candidates

Why This Opportunity?

This is an opportunity to join a growing organization working at the intersection of veterinary medicine, specialty care, and advanced diagnostics .

You'll have the ability to directly influence how the scheduling team operates, develop team members, improve processes, and help ensure pets get access to the care they need as efficiently as possible.

If you enjoy leading people but still like being involved in the day-to-day work, this role offers the opportunity to do both.