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The Schwarzman Animal Medical Center · 13 hours ago

Administrative Director of Patient Services

510 East 62nd Street, New York, NY 10065

Full-time

Hybrid

Lead/Staff, Director/Executive

$95K/yr - $115K/yr

5+ years exp

Animal Medical Center is the world’s largest veterinary teaching hospital, offering compassionate and cutting-edge veterinary care. The Administrative Director of Patient Services is responsible for overseeing the complete client experience, ensuring exceptional service and communication, and managing client service teams.

Health CareVeterinary

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

Qualification

Veterinary practice managementClient communicationTeam leadershipVeterinary workflowsEMR systems proficiencySOP developmentStaff trainingWorkflow optimizationEmpathyWritten communicationVerbal communication

Required

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

Education: Associate or Bachelor's degree in Business Administration, Healthcare Administration, or Veterinary Technology from an AVMA accredited school

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

Preferred

NYS veterinary technician's license preferred

CVPM certification preferred

Benefits

Generous sign-on bonus for NEW hires

Comprehensive benefits including health insurance with medical, dental, and vision benefits

Very generous paid time off

Paid continuing education time-off and stipend

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

Company

The Schwarzman Animal Medical Center

The Stephen & Christine Schwarzman Animal Medical Center (AMC) is the world’s largest non-profit animal hospital with 140+ veterinarians providing the highest quality medical care across 20+ specialties and services, 24 hours a day, 7 days a week, 365 days a year.

Founded in 1910

New York, New York, USA

201-500 employees