Client Experience Supervisor

Job Description

The Client Experience Supervisor is responsible for providing daily leadership, coaching, and operational oversight for the Client Service Representatives. This position serves as a working supervisor who maintains a consistent presence within client-facing areas while ensuring exceptional client experiences throughout every stage of the patient visit. The Client Experience Supervisor promotes a culture of professionalism, teamwork, accountability, and compassionate service by serving as a resource for team members and collaborating closely with hospital leadership.

Responsibilities

• Leadership: Supervise and support Client Service Representatives during assigned shifts. Model professionalism, empathy, accountability, teamwork, and exceptional client service. Foster a positive work environment and reinforce hospital culture and values.
• Client Experience & Operations: Ensure client-facing areas remain clean, organized, welcoming, and fully stocked. Monitor workflow to support efficient admissions, referrals, scheduling, communication, and discharges. Assist with staffing assignments, shift coverage, and daily task delegation. Monitor department performance metrics and identify opportunities to improve efficiency and client satisfaction. Resolve client concerns and support service recovery efforts.
• Staff Development: Coach, mentor, and provide ongoing performance feedback to team members. Conduct one-on-one meetings, introductory evaluations, and assist with annual reviews. Participate in recruiting, hiring, onboarding, and training new employees.
• Training & Quality Improvement: Maintain training resources, task lists, and departmental SOPs. Conduct phone quality reviews and support Call Center performance improvements. Assist with workflow enhancements and implementation of new processes.
• Administrative Responsibilities: Assist with scheduling, PTO requests, staffing coverage, refunds, collections, and departmental documentation. Maintain shared resources, communication boards, and reference materials.
• Policies & Compliance: Reinforce hospital policies, professionalism, confidentiality, attendance, and client service standards. Report employee performance or operational concerns to the Client Experience Manager. Maintain strict confidentiality regarding personnel, financial, client, and hospital information.
• Additional Responsibilities: Perform Client Service Representative duties as needed. Support cross-department collaboration, hospital initiatives, special projects, audits, and operational improvements. Supervise Client Service Representatives, including coaching, scheduling support, onboarding, performance management, and employee development while maintaining the highest level of confidentiality.

Qualifications

• Minimum Requirements: High School diploma or equivalent. Minimum of two (2) years of experience in veterinary client service, healthcare client service, or hospitality leadership. Minimum of one (1) year of leadership or supervisory experience, or demonstrated leadership responsibilities. Dependable, self-motivated, and detail-oriented with strong organizational skills. Ability to prioritize and manage time effectively in a fast-paced environment. Patient-focused attitude with active listening and problem-solving skills. Ability to work quickly and efficiently without compromising accuracy or quality. Exceptional leadership, coaching, and interpersonal communication skills. Strong organizational and time management abilities. Excellent client service and conflict resolution skills. Ability to prioritize multiple responsibilities in a fast-paced environment. Demonstrates professionalism, sound judgment, discretion, and confidentiality. Proficient in Microsoft Office and hospital management software. Adaptable to changing priorities and operational demands. Passion for delivering exceptional client experiences while fostering a collaborative and supportive workplace culture. Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!