ER Client Service Supervisor

About the role

EVCC Saginaw is proud to provide compassionate emergency care for pets and the people who love them. Currently, the center is open from Friday at 7 PM through Monday at 8:30 AM, including all holidays during this timeframe, with a goal to expand to 24/7 care. As a Client Service Representative (CSR), you’ll be the backbone of the hospital, ensuring smooth operations while supporting clients, their pets, and the clinical team.

This role reports to the Hospital Manager and includes both client service and leadership responsibilities.

Responsibilities

Client Service

• Anticipate client needs and provide empathetic, timely service
• Communicate clearly and compassionately with clients and the clinical team
• Welcome clients and ensure they’re seen by a doctor as quickly as possible
• Help clients understand and navigate financial options
• Work with the team to keep cases moving smoothly
• Coordinate with referring veterinarians and manage medical records
• Accurately enter client and patient information
• Process payments and maintain financial organization
• Keep the front desk clean, organized, and welcoming
• Ensure every client leaves with the information and support they need

Leadership

• Lead onboarding and training for new CSRs
• Help evaluate CSR performance alongside the Hospital Manager
• Assist with recruiting and interviewing future CSRs
• Own the Client Service schedule, identify coverage gaps, and optimize staffing
• Lead Client Service department meetings with the Hospital Manager
• Communicate updates and improvement opportunities to clinical teams, DVMs, and hospital leadership
• Run client service, hospitality, and communication trainings
• Serve as a go-to person for client review concerns alongside the Hospital Manager and Medical Director
• Assist with Accounts Receivable, End of Day, and Vet Billing audits and reconciliations
• Perform regular quality checks on phone calls, check-in/check-out, client communication, and status updates

Requirements

• 2+ years of client service experience
• Lead or supervisory experience preferred
• Veterinary experience is a bonus, but not required
• Strong computer and practice management software skills
• Ability to stay calm, kind, and professional under stress
• Excellent organization, attention to detail, and multitasking skills
• Flexible, positive, “let’s figure it out” attitude
• Availability to work evenings, weekends, and holidays as needed

Benefits

• Competitive compensation based on experience and industry benchmarks
• Healthcare benefits starting Day 1
• Comprehensive vision and dental coverage
• 401(k) with a 4% company match
• Short- and long-term disability and life insurance
• High technician-to-DVM ratio
• Current equipment and technology
• Competitive CE allowance
• Veterinary care discounts for your own pets
• Flexible scheduling to support work-life balance
• Referral rewards
• Major growth potential

About Us

Emergency Veterinary Care Centers (EVCC) was created by veterinarians, for veterinarians—and for the communities they serve. Founded by 36 local general practice veterinarians (many of whom are still actively involved), EVCC provides trusted emergency-only care when primary care veterinarians are closed. We’re a veterinarian-led company where DVMs have a voice in operations, fostering a collaborative, team-first environment.

At EVCC, we care about everyone who walks through our doors—sick pets, stressed-out pet parents, and our own team. We support our people with continuing education, career growth opportunities, a genuinely supportive team environment, and the tools needed to excel in fast-paced emergency medicine.