The Client Service Department, in the Large and Small Animal Hospitals, includes Reception (HLA and SAH front desks), Client Liaisons, Switchboard and Medical Records. The primary function of this department is to ensure excellence in client service and client experience in all interactions at the Foster Hospital for Small Animals and the Hospital for Large Animals.
The Client Services Supervisor (2ndt Shift and weekends) directly oversees the Switchboard Staff, and indirectly the 2nd shift Client Liaisons and SAH and HLA 2nd shift front desk staff.
Primary responsibilities are ensuring that the highest quality client services are provided to both external and internal clients. This position will be a working supervisor; up to 70% of the work week will be spent covering shifts at the SAH and HLA front desks, Switchboard, Liaison and Medical Records: Performing all department responsibilities, modeling best practices in client interaction to staff, observing and coaching staff on their transactions, and developing relationships with internal and external clients. The position is also responsible for developing, motivating and empowering staff to be a highly effective customer service team. This position supports and works with the Client Service Manager, the Hospital Administrator and Hospital Medical Director in continuous evaluation and improvement on procedures.
High School Diploma or the equivalent with 5 years related experience including customer service and supervisory experience in a service oriented environment OR Bachelor's degree plus 3 years related experience. Strong computer skills with Microsoft Excel, Word, PowerPoint, Electronic Medical Records (EMR), Outlook. Strong writing and public speaking skills. 3 years proven experience establishing/maintaining excellence in customer service and hospitality, as well as implementing policies that improve client service. 3 years direct staff supervision, development and training experience. 2 years accounting experience including reconciliations, invoicing, preparing and discussing estimates, payment options and policies with clients. Ability to lift up to 40 lbs. with or without accommodation.
3+ years of experience in a related veterinary or human medical field. Bachelor's degree in related field. Certifications in office management, leadership development, coaching or client service areas. Knowledge of medical/veterinary terminology.
Special Work Schedule Requirements:
Schedule is Sunday 10:00am-6:00pm, Monday-Thursday 2:00pm-10:00pm. This position includes rotational weekend on-call (Saturdays) and rotational holiday coverage. Some alternate hours may be required for shift coverage, meeting attendance or training sessions.This position is considered essential and is therefore required to report to work as scheduled during emergency closings.
An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.