Client Relationship Manager

The Client Relationship Manager is responsible for managing relationships with referral hospitals, overseeing a team of direct reports, and ensuring seamless communication between our hospital and referring veterinarians.

Ideal Candidate:

• Naturally possesses a strong work ethic and seeks responsibility and progress.
• Gets excited about business process improvement.
• Takes responsibility for work and completes work accurately and timely.
• Always looking to make processes more efficient and effective using technology.
• Willing to listen and try new things and other people’s ideas.
• Has strong communication, leadership, and organizational skills, as well as a passion for animal care and fostering positive professional relationships.

Duties/Responsibilities:

• Referral Hospital and Client Relationship Management:
  • Develop and maintain strong, professional relationships with referral hospitals and specialists to ensure smooth client referrals and high-quality care.
  • Manage relationships with referral partners, overseeing all communication channels to ensure timely responses to inquiries, regular updates, and consistent, effective coordination throughout the referral process.
  • Oversee client care between the veterinary hospital and referral hospitals, ensuring clients receive timely and accurate information regarding their pets’ care.
  • Monitor and optimize referral processes to ensure efficiency, accuracy, and client satisfaction.
  • Address any concerns or challenges that arise with referring veterinarians, ensuring issues are resolved promptly and professionally.
  • Provide education and updates to referral partners on the hospital’s services, capabilities, and any changes to processes or protocols.
  • Foster long-term, positive relationships with referring veterinarians to encourage continued partnerships and client referrals.
• Team Leadership:
  • Supervise and support the team, ensuring they are trained, motivated, and deliver high-quality service.
  • Conduct performance evaluations, provide coaching, and develop training plans to enhance team skills and efficiency.
  • Foster a positive and collaborative team environment, promoting growth and continuous improvement.
• Administrative and Operational Support:
  • Ensure accurate records are maintained of referral activities and ensure data privacy and confidentiality.
  • Collaborate with the veterinary staff to ensure smooth operations and efficient client services.
  • Assist with marketing and outreach efforts to attract new clients and grow the hospital’s client base.

Required Skills/Abilities:

• Ability to multi-task, work under pressure and meet deadlines required.
• Multi-location experience a plus.
• Deep knowledge of enterprise accounting software
• Must have strong experience with Microsoft Excel.
• Strong verbal and written communication skills.
• Strong interpersonal, supervisory and customer service skills required.

Physical Requirements:

• Ability to sit for extended periods of time and walk intermittently.
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.

Education and Experience:

• We believe that skills and experience are what truly matter. While education can be a valuable asset, it is not a requirement for success in this role.
• Previous administrative experience, preferably within a veterinary or healthcare setting
• Familiarity with veterinary software is advantageous

Perks and benefits include:

• A choice between two medical plans, dental and vision.
• 401(k) Savings Plan with employer match, including immediate vesting
• Life insurance for yourself, spouse and eligible dependents available
• Paid time off / holidays
• Short-term disability, supplemental critical illness and accident plans.
• Uniform allowance
• Continuing education allowance for credentialed technicians
• Employee assistance program

We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.