Care Coordination Manager - Veterinary Referral Associates

Care Coordination Manager - Veterinary Referral Associates

Pet Vet Care Centers' Veterinary Referral Associates is currently seeking a Care Coordination Manager
to join our team!

At Pet Vet 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.

The Care Coordination Manager is a key member of the leadership team, responsible for leading and developing all client-facing administrative teams to ensure an exceptional experience for clients, patients, and referring veterinarians. This role serves as the operational leader for client service functions, overseeing staff performance, workflow efficiency, training, client satisfaction, communication standards, and administrative operations. The Client Experience Manager is a hands‑on leader who works collaboratively with hospital leadership, doctors, and support staff to create a culture of service excellence while ensuring efficient hospital operations.

Veterinary Referral Associates in Gaithersburg, MD has earned national recognition as one of the most established and respected specialty veterinary and emergency hospitals in the country — seeing cases from across Maryland and as far as Pennsylvania, with 24/7 emergency care available without an appointment every day of the year including holidays. The hospital is AAHA‑accredited and offers an extraordinary breadth of specialty services including dermatology, internal medicine, oncology, surgery, diagnostic imaging, feline radioactive iodine hyperthyroid therapy, and a board‑certified veterinary criticalist for life‑threatening conditions

• Lead, mentor, coach, and develop a large administrative team consisting of Care Coordinators, Department Care Coordinators and Billing Care Coordinators.
• Recruit, interview, onboard, and train administrative team members to build and retain top talent.
• Provide regular feedback and conduct performance evaluations to promote accountability and align team goals with hospital objectives.
• Promote a positive, collaborative, and client‑focused culture while enforcing hospital policies and procedures.
• Organize and facilitate regular department meetings and training sessions to address concerns timely and professionally.

• Serve as the hospital champion for client experience initiatives, developing and maintaining strict service standards across all administrative departments.
• Ensure a welcoming, professional, and compassionate client experience from initial contact through discharge.
• Monitor client satisfaction and retention metrics to actively identify opportunities for continuous improvement.
• Resolve escalated client complaints and complex concerns in a professional, empathetic, and timely manner.
• Oversee critical client outreach platforms, including callback systems, reminders, and follow‑up communication processes.

• Manage scheduling of the administrative team, ensuring proper staffing based on business needs and 24/7 specialty/emergency demands.
• Administer standard schedules and actively coordinate and find coverage when needed.
• Monitor…