Care Coordinator Supervisor - Hope Advanced Veterinary Center

Job Description

Job Description

PetVet Care Centers' Hope Advanced Veterinary Center is currently seeking a Care Coordinator Supervisor to join our team!

At PetVet Care Centers, our mission is to improve the lives of animals and people — providing exceptional and compassionate care at every stage — for all the moments that matter.

Because life is better with pets.

We deliver the Ultimate Care Experience — every pet, every client, every time. That starts with a Culture of Care that supports our team members as much as the pets and clients we serve.

With more than 420 locally led hospitals and over 11,000 team members nationwide , we offer:

• Local autonomy with national support
• Career mobility and development opportunities
• A collaborative, inclusive environment where your wellbeing comes first

You care for pets. We care for you.

Position Overview

The Care Coordinator Supervisor is a working leader responsible for providing strategic oversight of patient access, front office operations, and the Care Coordination team. This position ensures an exceptional client experience, efficient patient flow, accurate provider scheduling, financial integrity, and consistent communication across all hospital services.

The Care Coordinator Supervisor provides leadership for all Care Coordinators (Receptionists) and serves as the operational owner of provider scheduling within the Practice Management System (PMS). This role is responsible for maintaining the integrity of physician schedules, appointment availability, and front office operations while ensuring continuity of care through standardized scheduling practices and exceptional client service.

Working in partnership with physicians, department leaders, the Nursing Director, and hospital administration, the Care Coordinator Supervisor coordinates provider scheduling, patient access, and front office operations to support efficient hospital workflow, seamless communication, and an exceptional patient and client experience.

The Care Coordinator Supervisor leads by example, models the hospital's Mission, Vision, and Values, and fosters a culture of accountability, collaboration, professionalism, and continuous improvement. This position serves as a key operational leader within the hospital, ensuring the front office and patient access functions support the delivery of the Ultimate Care Experience.

Hope Advanced Veterinary Center in Vienna, VA has been the trusted destination for specialty and emergency veterinary care in the greater Washington, DC area for more than 30 years, operating 24/7, 365 days a year from its Vienna, VA location. With a team of board-certified specialists spanning oncology, internal medicine, ophthalmology, cardiology, surgery, and neurology, Hope provides some of the most comprehensive specialty care available anywhere in the Mid-Atlantic region.

Essential Functions

Team Leadership & Staff Development

• Supervise, coach, and develop Care Coordinators across all hospital services.
• Conduct introductory, annual, and ongoing performance evaluations.
• Provide real-time feedback, accountability, and recognition to team members.
• Participate in interviewing, hiring, onboarding, training, and disciplinary processes
• Identify opportunities for growth and create development plans for team members.
• Facilitate regular team meetings and communication regarding hospital initiatives, policies, and operational updates.
• Maintain a positive, collaborative culture that supports engagement, retention, and professional growth.

Scheduling & Workforce Management

• Create and manage Care Coordinator schedules to ensure appropriate staffing coverage.
• Monitor attendance, punctuality, and schedule adherence.
• Coordinate emergency staffing needs and coverage during call-outs or unexpected absences.
• Review and approve timekeeping records and payroll submissions as assigned.
• Monitor overtime and staffing utilization while maintaining service standards.
• Client Experience & Service Excellence
• Oversee all aspects of the client experience from initial contact through discharge.
• Ensure clients are greeted professionally and compassionately in person, by phone, and through electronic communication.
• Manage client concerns, complaints, and service recovery opportunities.
• Coach team members on communication skills, emotional intelligence, and conflict resolution.
• Monitor client service metrics and identify opportunities for improvement.
• Promote consistent communication standards that support a connected and compassionate care experience

Front Office Operations

• Oversee daily reception operations and workflow efficiency.
• Maintain ownership of all provider schedules within the Practice Management System (PMS), ensuring physician availability, appointment templates, surgery blocks, vacations, continuing education, meetings, departmental closures, and other operational changes are accurately reflected.
• Serve as the primary coordinator for provider scheduling, maintaining the integrity of the hospital appointment schedule and communicating scheduling updates to physicians, department leaders, hospital leadership, and Care Coordinators.
• Provide oversight, training, and guidance to Care Coordinators regarding scheduling standards, appointment templates, and best practices to ensure consistent scheduling, appropriate patient placement, and continuity of care across all hospital services.
• Collaborate with the Nursing Director regarding provider schedule changes and departmental closures to support appropriate staffing and labor allocation while maintaining uninterrupted patient care.
• Monitor patient flow and lobby management to improve efficiency and client satisfaction.
• Ensure medical records, referral records, and client communications are processed accurately and timely.
• Assist with front desk responsibilities as operational needs require.

Financial & Administrative Responsibilities

• Ensure accurate processing of payments, refunds, credits, deposits, and financial transactions.
• Oversee cash handling procedures and reconciliation processes.
• Monitor payment plans, collections processes, and client account follow-up.
• Ensure compliance with hospital financial policies and procedures.
• Assist with month-end administrative functions as assigned.
• Maintain accurate documentation and reporting related to front office operations.

Operational Leadership

• Serve as the liaison between front office teams, clinical teams, and hospital leadership.
• Partner with physicians, department leaders, the Nursing Director, and hospital leadership to improve communication, patient access, scheduling efficiency, and workflow between services.
• Identify operational barriers and recommend process improvements.
• Maintain confidentiality regarding employee, client, and hospital information.
• Keep hospital leadership informed of risks, concerns, and opportunities that may impact operations.
• Support implementation of hospital initiatives, policies, and organizational changes.

Additional Responsibilities

• Participate in hospital committees, projects, and leadership initiatives as assigned.
• Support emergency operational needs and business continuity planning.
• Perform other duties as assigned by hospital leadership.

Competencies

Leadership

• Team development and coaching
• Performance management
• Conflict resolution
• Accountability and follow-through

Client Service Excellence

• Compassionate communication
• Service recovery
• Relationship building
• Professionalism under pressure

Operations Management

• Organization and prioritization
• Workflow management
• Problem solving
• Attention to details

Communication

• Written communication
• Verbal communication
• Active listening
• Interdepartmental collaboration Administrative Excellence
• Time management
• Scheduling and staffing coordination
• Financial accuracy
• Data management and reporting

Qualifications (Required)

• Applicants must be 18 years of age or older to be considered for this position
• High School diploma or equivalent.
• Minimum of three years of customer service experience.
• Minimum of one year of supervisory or leadership experience.
• Strong understanding of client service principles and conflict resolution.
  
• Experience with scheduling, staffing coordination, and performance management.
  
• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
  
• Proficiency with computer systems, scheduling software, email, and practice management systems.
  
• Ability to maintain confidentiality and professionalism.

Preferred Skills (Nice to Have)

• Veterinary hospital experience. Practice Management preferred, Reception Leadership, or Vet Assistant strongly preferred.
• Specialty and emergency veterinary medicine experience.
• Experience leading front office, hospitality, healthcare, or client service teams.
• Knowledge of veterinary terminology and hospital operations.

Physical Requirements

• Ability to remain seated or standing for extended periods.
• Ability to use computers, telephones, and office equipment throughout the workday.
• Ability to occasionally lift up to 25 pounds.
• Ability to work in a fast-paced environment with frequent interruptions and changing priorities.

Schedule: Availability to the needs of the business preferably swing, 5 - 8 hour days

What We Offer
We care deeply about supporting our team members — professionally and personally. Benefits include:

• Medical, dental, and vision insurance
• Paid Parental Leave (birth, adoption, foster)
• 401(k) with discretionary contribution
• Team Member Pet Discounts
• Emotional wellbeing support — including Calm app access and 24/7 EAP
• CE stipends and career development resources
• Grant Circle — a relief fund for team members facing personal hardship
• Local hospital culture backed by national resources

At PetVet Care Centers, we're committed to a Culture of Care — for pets, for the people who love them, and for the team members who make it all possible. With more than 420 hospitals across the U.S. and a team of over 11,000 dedicated professionals , including 1700+ veterinarians , we offer a unique blend of local leadership and national support that helps our hospitals thrive.

Our model is built on partnership, collaboration, and local medical autonomy , empowering each hospital to deliver high-quality care while benefiting from shared resources and a strong professional community. Whether you're providing care in a hospital or supporting operations behind the scenes, PetVet is a place where you can grow your career, stay connected to your purpose, and make a meaningful impact.

You care for pets. We care for you.

PetVet is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law. EOE, M/F/D/V

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