Veterinary Services Manager

Veterinary Services Manager

Mission Veterinary Emergency Services (MVES) Full-Time | Emergency & Critical Care Position Summary

This role will provide day-to-day leadership for non-clinical teams while working closely with the Hospital Director, Medical Director, Nursing Manager, and other hospital leaders to improve client experience, operational efficiency, communication, and overall hospital culture.

Key Responsibilities

Team & Leadership

• 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.

People Management

• 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.

Client Service & Experience

• Oversee the Client Service team and day-to-day client-facing operations.
• Develop and maintain protocols that improve the client experience and consistency of service.
• Identify opportunities to improve communication, efficiency, and client satisfaction.
• Partner with clinical leadership to improve communication and workflow between Client Service and medical teams.
• Address client service concerns and identify trends requiring operational improvement.
• Help create a consistent, professional, and compassionate experience for clients and their families.

Financial & Client Accounts

• 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.

Facilities & Hospital Operations

• 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.

End-of-Life & Deceased Patient Logistics

• 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.

Requirements:

• 2-4 years of Previous management or leadership experience in a veterinary hospital, healthcare, hospitality, or similar service-focused environment.
• Experience managing 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.
• Strong problem-solving skills and ability to develop practical solutions.
• Ability to manage competing priorities in a fast-paced environment.
• Strong interpersonal skills and ability to build relationships across clinical and non-clinical teams.
• Comfortable having difficult conversations and holding employees accountable.
• Experience with ezyVet or other veterinary practice-management software preferred.