Care Coordination Manager - Veterinary Referral Associates

Position Overview

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.

About the Hospital

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.

Leadership and Team Development

• 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

Service Excellence & Client Experience

• 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

Operational Oversight & Workflow

• 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 workforce management daily for missed punches and proactively manage overtime hours
• Evaluate, update, and improve workflows, standard operating procedures (SOPs), and administrative processes to enhance patient/client flow
• Serve as a central resource for staff regarding administrative operational policies, procedures, and problem-solving

Financial & Business Management

• Manage the administrative staffing budget with support from the Hospital Manager
• Analyze schedules to ensure adequate team support while strictly aligning labor hours with revenue and business projections
• Support the achievement of overall hospital revenue and labor goals
• Ensure all daily financial transactions, cash counting, and drawer balancing are completed accurately and in accordance with hospital policies
• Oversee and audit administrative processes related to billing, refunds, credits, payment plans, deposits and collections
• Produce and review monthly billing statements, collections, and end-of-month closing reports to support data-driven decision-making

Training & Development

• Develop, coordinate, and execute comprehensive onboarding and training programs for all administrative team members
• Ensure staff maintain ongoing competency in hospital software systems, client service standards, and hospital policies
• Create continuous educational opportunities and develop clear career pathways to support employee growth and certification achievement
• Identify high-potential employees within the administrative tiers and assist with succession planning efforts

Quality Assurance, Compliance & Safety

• Maintain strict compliance with hospital policies, OSHA standards, and applicable regulatory and legal requirements
• Participate in hospital-wide quality improvement initiatives and service excellence programs
• Monitor administrative documentation and electronic record accuracy to ensure compliance and patient safety

Communication and Collaboration

• Serve as a liaison between administrative teams, clinical departments, doctors and hospital leadership to ensure seamless operation
• Facilitate effective, transparent communication regarding organizational goals, initiatives, and policy updates across all levels
• Promote teamwork and collaboration to support patient care and client service
• Participate in leadership meetings and contribute to strategic planning and hospital growth discussions

Qualifications

Education and Experience:

• Applicants must be 18 years of age or older to be considered for this position
• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred
• Minimum of 3–5 years of leadership experience in veterinary medicine, healthcare, hospitality or a closely related fast-paced environment
• Proven success managing, scheduling, and developing sizable teams in a high-volume, high-revenue setting
• In-depth understanding of veterinary environment protocols, medical terminology, and specialty/emergency hospital operations preferred

Skills

• Strong leadership and interpersonal skills, with the ability to inspire and manage a diverse team
• Excellent communication and conflict-resolution skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong financial acumen, workforce tracking capabilities, basic math skills, and experience accounting for cash drawer balancing
• Proficiency with veterinary practice management software, workforce management/time-tracking tools, and Microsoft Office applications
• Outstanding organizational, time management, and multitasking skills under pressure

Work Environment & Physical Requirements

Environment: Fast-paced specialty and emergency veterinary hospital setting. Must be willing to work flexible hours, including some evenings, weekends, or holidays as required by hospital operations.

Physical Demands: Constantly walk, bend, stand, and reach during a minimum 8-hour day. Must be able to lift up to 40 pounds.

Acuity: Visual and auditory acuity sufficient to maintain accurate records, utilize office/computer equipment, and effectively communicate in person and over the telephone.

Attendance: Dependable, consistent attendance is required. Any animal allergies must be controllable through medication.

The list of essential functions, as outlined in this job description, is intended to be representative of the tasks performed within this classification. The omission of any job function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

Schedule

Full Time, Rotating Shift. Regular schedule is five 8-hour days per week (primarily 11:00 AM – 7:00 PM). Requires a minimum of one weekend shift per month to support the weekend team, alongside flexibility to attend occasional early morning meetings.

Benefits

• Medical, dental, and vision insurance
• Paid Parental Leave (birth, adoption, foster)
• 401(k) with discretionary contribution
• Team Member Pet Discounts
• Emotional wellbeing support — including Calm app access and 24/7 EAP
• CE stipends and career development resources
• Grant Circle — a relief fund for team members facing personal hardship
• Local hospital culture backed by national resources

Pay Range

$30—$35 USD

About PetVet Care Centers

At PetVet Care Centers, we're committed to a Culture of Care — for pets, for the people who love them, and for the team members who make it all possible. With more than 420 hospitals across the U.S. and a team of over 11,000 dedicated professionals, including 1700+ veterinarians, we offer a unique blend of local leadership and national support that helps our hospitals thrive. Our model is built on partnership, collaboration, and local medical autonomy, empowering each hospital to deliver high-quality care while benefiting from shared resources and a strong professional community. Whether you're providing care in a hospital or supporting operations behind the scenes, PetVet is a place where you can grow your career, stay connected to your purpose, and make a meaningful impact. You care for pets. We care for you.