Client Services Supervisor

World Class Medicine.
Purpose-Driven Partnership.

Veritas Veterinary Partners offer exciting career opportunities in state-of-the-art facilities across the U.S. Our hospitals are staffed by board-certified specialists, create a collaborative environment where you can work alongside like-minded, caring professionals. If you're passionate about veterinary medicine, this is your chance to thrive in a dynamic, high-quality setting.

At Veritas Veterinary Partners, our mission is to build a network of trust and opportunity for veterinary professionals nationwide. We specialize in supporting Specialty and Emergency care hospitals, aligning with your unique goals and medical standards. Veritas, founded by Thomas Scavelli, DVM, DACVS, is dedicated to recruiting top-tier talent and fostering collaboration within our community. With a focus on exceptional care, we bring together highly trained veterinarians, technicians, and teammates committed to our patients’ well-being.

 We believe in Truth in Medicine and Trust in Partnerships, ensuring we always provide the highest standard of care. Come join us and make a meaningful impact on the community you serve.

Position Summary

Veritas Veterinary Partners seeks a service-driven and team-oriented Client Experience Supervisor to support the client-facing operations of a partner hospital. You will spend the majority of your time working alongside the team on the floor, delivering outstanding client experiences while providing real-time coaching, shift leadership and operational support. This role bridges frontline client service and management, ensuring daily workflows run smoothly and every client interaction reflects the values of Veritas Veterinary Partners.

Essential Duties and Responsibilities

Shift Leadership and Floor Presence

• Serve as the lead team member on shift, modeling exceptional client service standards and supporting team members in real time.
• Manage daily workflow including client check-in, discharge, phone communication and front desk operations to ensure efficient and compassionate service.
• Assign tasks and direct team activity across the shift, adjusting priorities based on client volume and hospital needs.
• Serve as the first point of escalation for client concerns during a shift, resolving issues with professionalism and empathy before escalating to the manager when appropriate.
• Ensure shift handoffs are thorough, organized and communicate relevant client or operational updates clearly to the incoming team.

Team Support and Development

• Provide real-time coaching and feedback to client experience team members during shift to reinforce service standards and support skill development.
• Support the client experience manager with performance management including contribution to performance conversations and documentation.
• Assist with onboarding and training of new client experience team members, serving as a resource and mentor during their orientation period.
• Recognize and reinforce positive team behaviors and client service wins, contributing to a culture of appreciation and accountability.
• Foster a team environment that is receptive to feedback and direction from leadership while encouraging every team member to voice ideas and observations that strengthen the team.

Client Service and Service Recovery

• Personally handle escalated client interactions during a shift, demonstrating the empathy and composure that sets the standard for the team.
• Document client concerns and service recovery actions accurately within the practice management system.
• Monitor client wait times, flow and service quality during the shift and take action to address gaps.
• Communicate recurring service concerns or workflow issues to the client experience manager with observations and recommended solutions.

Compliance and Operations

• Ensure front desk operations comply with hospital policies, privacy requirements and applicable regulatory standards.
• Oversee accuracy of billing, payment processing and client account documentation during assigned shifts.
• Complete opening and closing procedures, shift checklists and administrative tasks as required.

Qualifications

Required

• Minimum two years of experience in a client-facing role in veterinary medicine, health care, hospitality or a similarly high-care service environment.
• Demonstrated ability to lead, coach and hold a team accountable during a shift.
• Strong de-escalation and service recovery skills with composure in high-volume and emotionally charged situations.
• Clear and professional verbal communication across a wide range of client interactions including emergencies and end-of-life situations.
• Proficiency with scheduling platforms, practice management software or similar systems.

Preferred

• Experience in a specialty or emergency veterinary hospital or a human health care patient-facing environment.
• Background in front desk supervision, lead associate or shift lead roles.
• Familiarity with ezyVet, Impromed, AVImark or similar veterinary practice management software.
• Prior experience in a high-growth or multi-site organization.

Core Competencies

At Veritas Veterinary Partners, we harness the hearts, minds and effort of our teammates, united in our CIRCLE of Core Values, to help us unlock our full potential.

• Compassion: We lead with heart in every interaction. For our patients, this means attentive care. For clients, it means guiding them with understanding. For each other, it means creating a culture founded on respect and trust.
• Integrity: We always do what’s right. Through accountability, honesty and transparency, we uphold the highest ethical and medical standards and honor the trust placed in us in every decision.
• Respect: The best outcomes come from working together with heart and valuing every perspective. By honoring each other’s expertise, we create an environment where collaboration thrives and ideas emerge at every level.
• Community: We harness the strengths of our people to build a culture where everyone is seen, heard and valued. This unity fosters trust across teams and assures clients their pets are cared for by one team.
• Leadership: We set the standard for exceptional care by combining sharp minds, medical expertise and compassion. Through best-in-class tools, collaboration and a growth mindset, we uphold our role as leaders in specialty and emergency veterinary care.
• Evolution: We stay curious, adaptable and seek ways to elevate patient care. By committing to a growth mindset and supporting each other, we unlock the fullest potential of individuals, teams and our organization.

Work Environment

This position is onsite full-time at a partner hospital. The majority of time is spent actively working on the floor alongside the client experience team during assigned shifts. The role requires extended periods of standing at the reception desk and moving throughout client-facing areas. You will regularly interact with clients in crisis, grief or distress related to their pets and must consistently model calm, empathetic professionalism in difficult situations including emergencies and end-of-life conversations. Hours include evenings, weekends and holidays consistent with hospital operating hours.

Compensation & Schedule

• Pay: $25/hr - $28/hr depending on experience
• Schedule: The schedule for this role is Tuesday through Saturday from 4:30 PM to 1:00 AM. We’re looking for someone who can offer flexibility as scheduling needs may vary from time to time. In addition, the position requires two working holidays per year to help support the needs of the hospital.
• Access earned wages before payday with DailyPay

Benefits:

• Medical, vision and dental insurance options, with some plans available at little to no cost
• 401(k) with employer match
• Paid time off and paid parental leave
• Covered licensing fees and continuing education allowance
• Mental health support through Talkspace and ComPsych
• Pet insurance and generous discounts for teammates’ pets
• Uniforms allowance
• Teammate referral bonus program

Located at: 246 Industrial Way West, Eatontown, NJ 07727 

Equal Opportunity Employer

Veritas Veterinary Partners is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. We are committed to providing equal employment opportunities and fostering an inclusive workplace for all employees and applicants.

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. If you require accommodation during the application or interview process, please contact People and Culture Operations.

Veritas Veterinary Partners complies with federal, state and local laws regarding employment of individuals with disabilities. If you believe you need a reasonable accommodation to search for a job opening or to submit an application, please contact us at hr@veritasvetpartners.com.

Veritas Veterinary Partners is an equal opportunity employer. In accordance with the requirements of all applicable federal, state and local laws, we welcome and encourage diversity in the workplace regardless of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Applicants must be authorized to work in the U.S. All current positions require the ability to speak, read, and write English proficiently. Additional fluency in other languages is preferred but not required.

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