Client Service Manager- Sign on bonus

Summary

The Client Service Manager will have a strong presence on the floor at both ACV and ACV Wellness to support all team members, improve workflow, maintain hospital organization and presentation, and help ensure a positive client experience. Your duties will include, but may not be limited to, client education, employee education, promotion of hospital products and services, recruitment, training, provide support to the hospital supervisors, hospital directors, and other team members. This requires an advanced knowledge of hospital procedures; policies and services, client and patient treatment protocols, and the standard procedures, records and terminology used in the veterinary hospital. This position also requires advanced knowledge of appointment scheduling and management.

Type: Full-time. 70% Floor 30% Administrative. A variety of shifts including nights and weekends and holidays are required.

Reports to: Hospital Directors

Oversees: CSR Supervisors, CSR Department (both front desk and admin)

Responsibilities: The responsibilities of the Client Service Manager include, but are not limited to the following activities:

Maintaining and supporting a positive client experience.

Follow established hospital policies and procedures when interacting with clients.

Help maintain a clean workspace by helping with the taking out of trash, vacuum/sweep, and sanitizing surfaces.

Update patient and client records as necessary.

Answer business and personal calls in a friendly and professional manner.

Regularly check and respond to your @artcityvets.com email.

*Work with the supervisors and team members to keep Art City Vets looking presentable and organized for the best client/patient experience. i.e. ensuring the team members are cleaning the areas effectively.

*Work with the supervisors in each department in an administrative capacity to properly ensure the schedule is appropriately booked, troubleshooting bottlenecks within the schedule or during the visits, and supporting the team throughout the day with any scheduling conflicts that may arise.

*Work with the Hospital Directors to ensure all employees are fostering a positive work environment on the floor. Act as a liaison to help communicate management’s expectations and hospital SOPs to support the management team. Report and feedback or concerns from the staff directly to the Hospital Directors.

*Oversee communications- ensure that all Slack channels are being utilized properly and answered quickly, ensuring clients are being emailed/called back in a timely manner, assisting the team in handling client concerns efficiently and courteously.

*Ensuring that patient visits and workflow at both urgent care and wellness are operating effectively.

- Ensure that clients are checking in/out in a timely manner.

- Identify problems in the moment and help the team find solutions to issues that may arise.

- Identify needs and assist in the creation of SOP’s to improve workflow and visits.

- Work with the supervisors to adjust team members' schedules and help find coverage when short staffed.

- Provide feedback to the Hospital Directors on hospital needs and propose solutions as a means to assist in streamlining the best care to our patients/clients.

- Ensure employees are on task, wearing masks, conducting work appropriately.

*Help resolve client complaints as needed. Report any client complaints/issues/employee concerns to the Hospital Directors.

*Ensure that the supervisor's daily tasks are accomplished and discuss with them any employee and/or client issues to follow up as needed.

* Audit to ensure employee clock-ins/clock-outs are being checked weekly by the floor supervisors. Discuss any actions needed.

*Work with the supervisors to give support in helping create/update training material, text expanders, phone scripts, etc.

*Participate in occasional networking events with local veterinary hospitals and other businesses.

*Recruitment and Employee Meetings

-Actively check ADP for potential candidates, communicate any potential hires to the Hospital Directors, and schedule and conduct interviews.

-Assist with sending out offer letters and new hire paperwork.

-Support the Hospital Directors and Client Service Administrative Supervisor with training (both classroom style and on the floor training).

-Create and conduct employee development plans, verbal/written warnings and keeping proper records of all employee communications.

-Assist the Hospital Directors with conducting 90 Day and Annual Reviews.

* CSR Schedule

-Publish the CSR schedule 30 days in advance.

-Include any employee meetings, department meetings, etc in advance when possible.

*Cash Requisition- Investigate any discrepancies found by the floor supervisors in the daily cash requisition and ensure all payments have been recorded appropriately.

*Organize monthly meetings with the supervisors for the CSRs to go over any changes and/or protocols that are being implemented and answer any questions.

*Maintaining and supporting a positive workplace experience for all.

-Ensure no gossip, bullying or discrimination to other employees and/or clients.

-Teamwork/Team Building exercises that help the team work cohesively together.