Client Service Manager

VCA Animal Hospitals•Ithaca, NY

1d•$58,000 - $65,000•Onsite

About The Position

We are looking for you! VCA Colonial Animal Hospital is a 14 doctor hybrid specialty hospital located in the heart of the finger lake region in Ithaca, NY. We are currently seeking a Client Service Manager to assist with the development of our client service area. The CSR manager will work in conjunction with the Hospital Manager, Director and Medical Director to cultivate and maintain a successful hospital. Primary- Oversight of day to day activities related to staff and client service needs, register management, billing, CSR staff recruiting, training and development, scheduling, policy implementation, client management, assist in the implementation of new programs. The expectation of this position is 50% office work and 50% floor training, mentoring, building morale, and assisting teams. 5 day work week, not assigned to shift work As the Client Service Manager, the ideal candidate will be professional, courteous, with excellent written and verbal communication skills. Will ensure a “Respectful Workplace Policy” is followed by all team members. Candidate must Possess effective listening skills. Willing to adapt to change. Promotes growth and talent. Builds a strong client satisfaction rating from our clients. Follow through, efficiency, and ability to multi-task are very important and must possess 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
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