Client Services Manager – Lurie Clinic

Location 3516 West 26th Street,Chicago, IL, 60623,United States
Base Pay $48,000.00 - $56,000.00 / Year
Other Compensation Comprehensive health, dental, and vision insurance, including ancillary options and an Employee Assistance Program (EAP) through Blue Cross Blue Shield; 403(b) retirement plan with employer match; Paid time off, including vacation, sick days, and holidays
Job Category Clinic Client Services
Employee Type Exempt FT
Manage Others Yes
The Client Services Manager for the PAWS Chicago Lurie Spay and Neuter Clinic manages the client experience of Chicago’s largest high-volume, high-quality spay
euter clinic, serving more than 25,000 pets each year with spay
euter, vaccinations and community medicine. Affordable and accessible spay
euter is the most direct and impactful way to eliminate pet overpopulation and resulting euthanasia in shelters. As the Client Services Manager, you will be on the frontlines of preventing pet homelessness and building a No Kill Chicago.
The Client Services Manager, Lurie Clinic is responsible for overseeing all front-of-house and client-facing operations within the Lurie Spay/Neuter Clinic, with a strong emphasis on client experience, communication quality, and compassionate care delivery in a high-volume, high-stress environment. PAWS Chicago is committed to using a social-work-informed approach to supporting our clients.
This role ensures that clients experience clear communication, empathetic support and problem-solving in helping them meet their animals’ needs, and efficient service from first contact through discharge. The Client Services Manager leads and supports front desk staff, establishes consistent standards for client interactions, and partners closely with the veterinary social work team to integrate compassionate, empathetic practices into daily clinic operations. This position does not manage clinical staff or medical workflow but serves as the primary operational owner of client flow, appointment booking, front desk performance, reporting, and client complaint handling.
Duties and Responsibilities

Front Desk Operations & Client Flow

Oversee daily front-of-house operations including scheduling coordination, check-in, discharge, and client communication flow
Ensure front desk staffing coverage aligns with clinic volume, vaccine clinics, and high-volume surgery days
Maintain efficient, organized client flow while balancing speed, accuracy, and compassion
Identify bottlenecks or recurring client friction points and elevate operational concerns to the Practice Manager
Client Experience & Complaint Handling

Set and enforce standards for professional, compassionate, and consistent client interactions
Serve as the primary escalation point for client complaints, concerns, and difficult interactions related to scheduling, wait times, communication, billing questions, or overall experience
Address client concerns calmly and professionally, ensuring concerns are heard, documented, and appropriately resolved or escalated
Track client complaint trends and work with leadership to improve systems, communication, or workflows as needed
Immediately elevate post-service complications to clinical team and ensure expedient resolution of issues
Veterinary Social Work, Intern and Volunteer Integration

Partner closely with the veterinary social work team to integrate emotionally supportive practices into front desk operations
Ensure front desk staff understand when and how to involve veterinary social work for clients experiencing grief, distress, financial hardship, or emotional overwhelm
Coordinate training for front desk staff on emotional intelligence, boundary setting, de-escalation techniques, and appropriate referral pathways
Support real-time collaboration with social work during clinic hours to ensure clients receive timely support when needed
Train and develop interns and volunteers and integrate into Lurie Clinic client services operations
People Leadership, Training & Accountability

Onboard, train, and supervise Client Services staff
Responsible for scheduling and staffing of Client Services and support recruitment of Client Services team members
Provide day-to-day coaching, feedback, and performance management of front desk staff, interns and volunteers, as applicable
Set clear expectations around professionalism, communication, attendance, and accountability
Foster a supportive, team-oriented culture that prioritizes both client care and staff wellbeing
Identify training gaps and coordinate ongoing development opportunities
Scheduling, Communication & Administrative Support

Manage accurate appointment scheduling and client communications in alignment with Clinic surgical capacity, mission priorities and medical priorities
Manage and monitor bookings and show rates, adjusting Client Services operations to optimize mission impact
Work closely and coordinate with Community Outreach to align appointments/bookings for mission-critical constituents
Ensure front desk staff provide clear pre- and post-appointment instructions to clients; ensure Client Services has communications materials needed to effectively discharge clients
Partner with Community Outreach and Clinic leadership to support voucher use, mission-driven access, and appropriate referrals
Maintain accurate documentation and administrative records related to client interactions and complaints; report on Client Services operations
Work closely with the Practice Manager to align front desk operations with clinic goals and performance expectations
Partner with the Veterinary Technician Manager to ensure smooth handoffs between client-facing and clinical teams
Coordinate with Community Outreach, Shelter Medicine, and Social Work teams to support holistic client and patient care
Collaborate with IT, Facilities, and HR as needed to support front desk operations
Qualifications

Prior experience in a customer-facing leadership or supervisory role, preferably in a veterinary, medical, or social services environment
Strong background in customer experience, client communication, and conflict management
Experience working in high-volume, fast-paced environments
Demonstrated ability to lead teams with empathy, professionalism, and accountability
Excellent communication, organizational, and problem-solving skills
Comfort handling emotionally charged situations with composure and discretion
Proficiency with scheduling systems, electronic medical records, and basic reporting tools
Social Work experience preferred
Physical Requirements

Climbing stairs, balancing, stooping, kneeling, crouching, reaching, lifting and grasping
Walking and moving about to accomplish tasks, particularly for long distances or moving from one work site to another
Able to lift 25 lbs occasionally, 10 lbs frequently and a negligible amount constantly
Repetitive motion
Work Environment

This position will be based at the Medical Center. The role may involve hands-on training in clinical settings, requiring flexibility and adaptability. The Clinic is open Sunday through Friday; Sunday work days may be required, depending on Client Services staffing availability.
Why Join Us?

By joining our team, you will have the opportunity to shape the future of veterinary care in our organization, empowering staff to deliver their best work while advancing animal welfare. If you’re passionate about education, leadership, and making a meaningful impact, we encourage you to apply.
Benefits

Comprehensive health, dental, and vision insurance, including ancillary options and an Employee Assistance Program (EAP) through Blue Cross Blue Shield
403(b) retirement plan with employer match
Paid time off, including vacation, sick days, and holidays

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