Client Service Manager

VCA Animal Hospitals•Ithaca, NY

2d•$58,000 - $65,000•Onsite

About The Position

VCA Colonial Animal Hospital is seeking a Client Service Manager to assist with the development of their client service area. This role involves working in conjunction with the Hospital Manager, Director, and Medical Director to cultivate and maintain a successful hospital. The primary focus is on overseeing day-to-day activities related to staff and client service needs, including register management, billing, CSR staff recruiting, training and development, scheduling, policy implementation, client management, and assisting in the implementation of new programs. The expectation is for this position to be 50% office work and 50% floor training, mentoring, building morale, and assisting teams. The role requires a 5-day work week, not assigned to shift work. The ideal candidate will be professional, courteous, with excellent written and verbal communication skills, and will ensure a “Respectful Workplace Policy” is followed by all team members. Key attributes include effective listening skills, adaptability to change, promotion of growth and talent, building strong client satisfaction, follow-through, efficiency, ability to multi-task, and a strong work ethic.

Requirements

Associate degree, BS in Management
A minimum of 3 years’ experience in a leadership position.
In-depth knowledge of outstanding written and verbal communication skills.
Problem-solver with excellent time-management abilities.
Proven experience with managing multiple team members
Excel, word and power point necessary

Nice To Haves

Veterinary Hospital experience strongly encouraged

Responsibilities

Oversee client flow to insure clients and patients are being seen and treated in a professional, timely manner
Function as a mentor to staff by providing guidance with developing interpersonal skills while working in an ever-evolving environment.
SOP development
Practice Program oversight, Care Credit, Trupanion, MyVCAapp
Assist in recruiting, job posting, interviews, hiring, and orientation process
Complete staff performance reviews
Disciplinary action, Terminations, Training, Education, Developing of staff
Supervise staff to assure each job is being effectively handled
Employee policy enforcement
Employee relations and communications
In conjunction with supervisor oversee time off requests and scheduling
Oversight of DVM on call production/timecard
Organize and conduct regular staff meetings
Modify and update systems and procedures wherever needed to better serve clients, patients, the practice, and employees
AR, Promissory, Collection process
Responsible for administration and review of non-medical complaints
Manage client receivables - statements and calls for payment
Assist in the review of bills for hosp patients, calculation of any discounts and other special accounts
Sort and process daily mail
Oversee or troubleshoot daily register and credit card reconciliation