Client Services Manager

Job Description

The Client Services Manager provides leadership operational oversight and strategic direction for client service functions of the Veterinary Teaching Hospital (VTH). Primary focus is ensuring an excellent experience for clients referring veterinarians and veterinary students in a complex academic medical environment. This position has oversight for all frontofhouse operations including patient scheduling managing referrals patient receiving and discharge processing client payments client and referring DVM communications and call center operations. The Client Services Manager also has oversight of all aspects of fiscal management for the VTH including accounts receivable accounts payable cash controls accurate client billing establishing payment plans and overseeing the month-end closing process.
The Veterinary Teaching Hospital operates 24 hours a day 365 days a year and provides primary and emergency service to patients within a 35-mile radius of Blacksburg who are not under the care of a local veterinarian. Specialty services are available to clients whose primary care veterinary has initiated a referral. The Client Services Manager is a critical member of the VTH team and supports the mission of providing excellent service to clients who seek clinical care for their animals. The Client Services Manager reports to the Hospital Administrator of the VTH.

Required Qualifications

Bachelors degree in business healthcare administration communications or related field or directly relevant experience may be considered
Previous experience in client services human healthcare or veterinary medicine operations or practice/hospital administration
Previous experience in a high-volume client-facing environment involving scheduling and financial transactions
Prior supervisory experience; strong leadership and team building skills including the ability to motivate coach and hold staff accountable in a fast-paced environment
Experience in conflict resolution and dealing with client complaints; managing stressful situations involving angry grieving or financially constrained pet owners
Excellent communication and interpersonal skills; ability to communicate complex information clearly and empathetically to diverse audiences including clients clinicians students staff and administrators
Outstanding customer service skills and the ability to manage challenging conversations with composure and professionalism
Willingness to work on-site in a client-facing environment with frequent interaction with animals and clients
Willingness to work a flexible schedule as needed depending on staffing and operational needs

Preferred Qualifications

Previous experience as a client services manager in a veterinary teaching hospital or veterinary practice
Functional familiarity with veterinary hospital information systems (i.e. practice management software electronic medical records)

Pay Band

lPayScaleID

Overtime Status

Exempt: Not eligible for overtime

Appointment Type

Regular

Salary Information

Hours per week

40

Review Date

June 4 2026

Additional Information

The successful candidate will be required to have a criminal conviction check.

About Virginia Tech

Dedicated to its mottoUt Prosim(That I May Serve) Virginia Tech pushes the boundaries of knowledge by taking a hands-on transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world Virginia Tech is aninclusive communitydedicated to knowledge discovery and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36000 undergraduate graduate and professional students in eightundergraduate colleges aschool of medicine aveterinary medicinecollegeGraduate School andHonors College.The university has a significant presence across Virginia including Blacksburg the greater Washington D.C. area the Health Sciences and Technology Campus in Roanoke sites in Newport News and Richmond and numerousExtension officesandresearch institutes.A leading global research institution Virginia Tech conducts more than $650 million in research annually.

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