VCA Animal Hospitals

Client Services Representative

• greet visitors and guide clients to exam rooms
• schedule and confirm appointments
• manage medical records
• educate clients on animal care

Client Service Representative

Medical Director

• Cultivate current veterinary medical thinking, as well as best practices in patient care, are followed by the medical teams in the region
• Ensure clients are receiving high-quality medical care for their pets at all hospitals within the region
• Spend time in each hospital in the designated region(s) to observe medical activities and coach the medical teams both individually and in group settings
• Use available reports, medical records, and on-site observation to review and improve the quality of diagnostic and treatment skills practiced by each individual doctor and take definitive action when these skills are sub-standard to improve the level of care delivered
• Evaluate medical equipment and take needed steps to maximize usage as appropriate
• Manage veterinary board and client complaints that are medically based on notification through resolution
• Mentor Medical Directors and Associates on improved methods of time management and efficiency, including the proper and efficient use of Technicians, as well as technology
• Motivate Medical Directors to maintain an “owner mentality” and help ensure that Associate Veterinarians consistently practice VCA standards of medicine
• Host or present local medical seminars (some of which can include invitations to non-VCA veterinarians in the region)
• Connect with and support Medical Directors and Associate Veterinarians to cultivate job satisfaction and healthy well-being

Regional Medical Director

Director

• Assess hospital training and policy needs; develop tools and programs to support staff education.
• Consult with hospitals and area trainers to improve workflow and optimize technician/assistant utilization.
• Partner with leadership and Medical Operations to implement educational initiatives.
• Support recruiting at career fairs, conferences, and colleges; promote VCA career paths.
• Represent VCA in community and industry groups; strengthen relationships with AVMA-accredited programs.
• Foster learning, career growth, and engagement among technician and assistant staff; mentor supervisors.
• Implement VCA’s Technician & Assistant Career Development Program and support retention initiatives.
• Collaborate with Regional Technician Directors to develop training resources and standards for patient and team safety.

Regional Technician Director

Operations

• Ensure VCA’s standards of quality medical practice and customer service are followed in all hospitals.
• Improve workflow and staff efficiency, review hospital hours and doctor appointment availability.
• Create and maintain hospital environments dedicated to client/patient satisfaction.
• Handle non-medical client complaints.
• Develop strong relationships with Medical Directors and Hospital Managers.
• Inspire an "owner mentality" to implement programs that support the broad business strategy and hospital results.
• Assist with the training of Medical Directors and Hospital Managers in customer service skills, business operations, and effective staff meetings.
• Cultivate a healthy culture and manage performance to foster staff morale, engagement, and retention.
• Conduct performance reviews and terminations of Hospital Managers/Office Managers and Medical Directors.
• Support Hospital Managers to hire doctors for the region’s hospitals, train, educate, develop, and promote hospital management and paraprofessional staff.
• Drive hospital revenue growth, evaluate service and product fees, audit hospital production for accuracy.
• Implement price increases and manage discount policies and invoice audits.
• Ensure VCA standards of cash control are followed, evaluate auditing and reporting methods.
• Utilize hospital financial and quality care reports to drive performance, monitor expenditures and payroll, and review inventory and training staff on leveraging purchases.
• Work with the local Marketing Manager to keep hospital marketing current.
• Support VCA’s marketing events and programs, train hospital staff on new marketing initiatives, and review internal marketing strategies.
• Ensure VCA culture is embedded in hospitals, maintain a team atmosphere, and work closely with other field leadership team members to ensure operational consistency and best practices.

Regional Operations Director

Recruitment

• Map, analyze, and redesign end-to-end TA processes for efficiency and candidate experience
• Identify opportunities for automation, standardization, and process improvement
• Partner with cross-functional teams (People Services, IT, Compliance, MVH BUSCI, Business Unit TA teams) for process alignment and risk mitigation
• Collaborate with HR Business Partners, Finance, and business leaders for workforce planning
• Contribute to workforce planning tools, data, and frameworks for strategic hiring
• Drive annual and quarterly planning cycles to align talent needs with business growth
• Develop and deploy recruitment marketing campaigns and employer brand initiatives in partnership with Employment Branding team
• Lead project management of all talent acquisition creative needs, including tracking and reporting
• Optimize use of job boards, social media, and digital platforms to grow candidate pipeline
• Ensure a consistent and compelling employer brand across all candidate touchpoints
• Oversee dashboards and reporting tools for recruiting activity, KPIs, and process adherence
• Translate data into actionable insights for decision-making and continuous improvement
• Lead cross-functional projects to improve TA processes, systems, and programs
• Drive adoption and change management for new processes and technologies
• Monitor and report project status to leadership, highlighting progress and challenges
• Evaluate project outcomes for improvement and future initiatives
• Manage TA budget process (planning, forecasting, tracking invoices, reporting) with VP

Senior Manager, Talent Acquisition Operations

Call Center Representative

• Field calls from prospective clients in a timely and friendly manner
• Encourage appointment scheduling and ensure client satisfaction utilizing established call scripts
• Schedule client appointments efficiently while providing a high-quality experience
• Transfer calls back to hospitals and send message to hospitals, as needed, to ensure callers’ needs are met
• Provide feedback to management on call management tool, protocols, script, and client reception with an intent to improve operations
• Manage high volume of inbound and outbound calls and use of SMS/Texts
• Multi-tasking with use of different programs and navigating across a range of tech platforms
• Fulfill other related duties as assigned
• Agents work from home, for 30-40 hours a week.

Client Service Representative

Regional Medical Director

Regional Technician Director

Regional Operations Director

Senior Manager, Talent Acquisition Operations

Virtual Call Center Agent