Veterinary Hospital Supervisor, Client

Hospital Supervisor – CVT/RVT/LVT required | $25–28/hr

Location:

Midlothian, VA

Full-Time | 4x10's or 5x8's | Day shift

The Hospital Supervisor, Client Experience is responsible for leading day-shift hospital operations, with a strong emphasis on client experience, service standards, and operational efficiency.

This role serves as the primary client-facing leader, ensuring seamless communication between departments, elevated service delivery, and consistent operational execution across Urgent Care and Emergency Services, Internal Medicine, and Client Services.

While not a clinical leader, this position partners closely with the clinical teams to support patient flow, discharge quality, and hospital-wide coordination. The role also plays a key part in team development, service training, and accountability, helping to build a high-performing, client-centered culture.

• $25–$28/hour (based on experience and skills)
• Medical, Dental, Vision

• 401(k)
• Paid Time Off
• CE Allowance + Free Vet Bloom (RACE-approved CE) access
• Veterinary Technician scholarship opportunities
• VTNE and/or license reimbursement
• Uniform allowance
• Employee pet discount
• Disability & Life Insurance

• Four- ten hour shifts or five- eight hour shifts per week
• 50% weekends required

• Act as the point-of-contact for escalated client concerns, managing more complex complaints with professionalism and resolution ownership
• Lead and supervise all client-facing team members (CSRs, HCs) during shift
• Ensure clear, empathetic, and consistent communication standards across all touchpoints
• Work with Hospital Coordinators to monitor and enforce estimate accuracy and financial policy compliance
• Track trends in complaints and work with the Operations Manager to develop proactive service recovery initiatives
• Partner with the rest of leadership to continuously improve client satisfaction metrics

• Oversee patient and client flow throughout the hospital during assigned shift.
• Identify inefficiencies and implement real-time solutions to improve throughput and service delivery
• Facilitate clear communication between departments and across locations
• Support development of standardized workflows and structure for consistency (aligned with hospital goals)
• Provide shift updates and operational feedback to the Operations Manager

• Provide ongoing mentorship and coaching to CSR team members
• Conduct monthly 1:1 meetings with CSRs and HCs
• Lead quarterly client-focused training sessions for support staff
• Work with the rest of the Leadership team to facilitate monthly department meetings to reinforce expectations and share updates
• Support recruiting, interviewing, and onboarding client service positions
• Promote a culture of accountability, professionalism, and service excellence

• Conduct real-time coaching and performance feedback
• Lead accountability conversations, including documentation and corrective actions (in partnership with OM/DHO)
• Assist with employee evaluations and development planning
• Maintain oversight of timekeeping accuracy and payroll processing (bi-weekly)

• Monitor compliance with payment policies and financial procedures
• Support efforts to improve revenue capture and operational efficiency
• Oversee front desk processes, administrative workflows, and documentation standards
• Maintain inventory of front office and operational supplies (may create a workflow where this is managed evenly amongst the client service team)