Administrative Director of Patient Services

DEPARTMENT: Client Services

Reports to: LVT Senior Director of Medical Services

The Administrative Director of Client Services & Clinics is a veterinary professional responsible for overseeing the complete client experience within the hospital — from first contact to discharge. This includes leadership of client service representatives, patient flow, as well as direct oversight of the admission and release of hospitalized patients to ensure both medical accuracy and compassionate communication.

Working closely with the clinical and administrative leadership teams, this role ensures the highest standards of client communication, workflow efficiency, and patient handling at all client touchpoints. This is a hybrid clinical-administrative leadership role suited for an experienced veterinary professional with strong communication, management, and operational skills.

Minimum Qualifications

• Strong understanding of veterinary workflows, veterinary practice management and client communication best practices.
• Proven ability to lead teams in a fast-paced, emotionally dynamic environment.
• Exceptional written and verbal communication skills. Background in staff training, SOP development, and workflow optimization.
• Proficiency with veterinary or healthcare EMR systems
• NYS veterinary technician’s license preferred
• CVPM certification preferred

Education:

• Associate or Bachelor’s degree in Business Administration, Healthcare Administration, or Veterinary Technology from an AVMA accredited school.

Experience:

• 5+ years of management experience in an emergency or specialty veterinary hospital, or healthcare administration with leadership experience preferred.

Duties and responsibilities

• Lead all client-facing services including client service representatives (CSRs), intake, and discharge processes.
• Ensure exceptional customer service and communication across all touchpoints.
• Handle escalated client concerns and sensitive cases with professionalism and empathy.
• Collaborate with the medical team to maintain accurate and timely client updates.
• Supervise and standardize the intake and release procedures for all hospitalized patients.
• Ensure all medical and client-facing documentation (treatment estimates, authorization forms, prescriptions, discharge instructions) is complete and accurate.
• Train and oversee staff involved in patient admissions, ensuring proper communication of patient status, care plans, and financial estimates.
• Act as a liaison between the medical team and the client service team to ensure consistency and clarity in patient care communication.
• Manage, coach, and evaluate client service representatives, clinic assistants, and dispensary staff
• Set expectations for professionalism, empathy, and technical competence in client interactions.
• Collaborate with HR or hospital leadership on performance management and scheduling
• Create, implement, and maintain SOPs for intake, admission, discharge, and client communication.
• Monitor and improve client flow, appointment scheduling, and wait times.
• Work cross-functionally with clinical and operations teams to resolve workflow challenges.
• Track key performance indicators (KPIs) related to client service quality, client retention, and operational efficiency
• Ensure compliance with medical recordkeeping, informed consent, and privacy regulations (e.g., AVMA guidelines, state board requirements, and client data privacy laws).
• Participate in internal audits and contribute to quality assurance initiatives.
• Ensure staff are trained in proper documentation protocols and communication standards.

Benefits

• Competitive salary
• Generous sign-on bonus for NEW hires
• Four-day work week
• Comprehensive benefits including health insurance with medical, dental, and vision benefits, very generous paid time off, paid continuing education time-off and stipend, and 403-b retirement plan with employer contribution.
• School loan debt forgiveness opportunity as a non-profit hospital
• Non-corporate practice with no pressure for percentage pay
• Collegial work with colleagues in a non-competitive structure with strong teaching and mentoring opportunities as well as opportunities for research

Direct reports:

• Client Service Managers
• Clinic Assistants
• Facilitators

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