Client Service Supervisor

BluePearl Vet, LLC•Portland, OR

1d•Onsite

About The Position

BluePearl Pet Hospital in NE Portland is looking for a talented Client Service Supervisor! The Client Service Supervisor (CSS) guides the daily activities of the Client Service Coordinators (CSCs) under the direction of the Client Service Manager (CSM) and/or Practice Manager (PM). The CSS is responsible for supervision and communication between CSCs, clients, primary care veterinarians (pDVMs), and the hospital team to deliver an exceptional client experience and team engagement.

Requirements

High school diploma or equivalent required.
1-3 years’ client service experience within a fast-paced veterinary hospital environment.
3+ years’ client service experience in human healthcare, retail or hospitality-based industry strongly preferred.
Mastery of Client Service Coordinator Level III experience requirements.
Proven track record of supporting a high-performing client service team and an exceptional client and pDVM experience, with attention to engagement, collaboration with the hospital team and referring community, and client service issue resolution.
Mastery of Client Service Coordinator Level III qualifications and competencies.
Exhibits passion and skill for guiding others in support of an exceptional client experience.
Demonstrated aptitude in the following Mars Leadership Competencies (MLCs): Directing Others, Fairness to Direct Reports, Functional/Technical Skills, Listening, Motivating Others.

Responsibilities

Live and exemplify the Five Principles of Mars, Inc. within self.
Proactively promotes Associate engagement and a healthy hospital culture to drive associate retention.
Partners with hospital leadership to create and maintain a high-performing client service team and an exceptional client and pDVM experience.
Recruits, onboards and trains CSCs in collaboration with hospital leadership and support partners, and in accordance with BluePearl recruitment practices and hospital’s parapay budget.
Partners with leadership and support partners to coach CSCs through development and career pathing opportunities, assessments, compensation management, engagement, and retention.
Schedules CSCs to provide optimal staffing in alignment with operational needs and budgeting guidelines.
Builds positive internal relationships, models exemplary soft skill behaviors, and coaches effective client service, conflict resolution, and operational acumen to demonstrate high team performance and development.
Partners with CSM/PM to produce regularly scheduled team meetings that ensure consistent understanding of new ideas and initiatives, protocol and policy changes, and ongoing feedback.
Clearly communicates with CSCs in individual and group settings.
Listens and communicates thoughtfully with hospital team, clients and DVMs for effective resolution of client and team concerns.
Seeks new ways to improve the client experience and hospital’s Net Promoter Score (NPS) through training opportunities, feedback from clients, DVMs, and hospital teams, and triages feedback in client review and survey platforms.
Collaborates with hospital team to deliver seamless front-to-back of hospital communication to clients and Associates.
Supports resolution of escalated financial concerns as needed and ensures timely collection of payment to minimize accounts receivable.
Facilitates electronic medical record audits to ensure appropriate medico-legal documentation and release of medical records as needed.
Participates in a minimum of six (6) internal or external continuing education credit hours annually, preferably in leadership development.
Completes all mandatory trainings assigned through BluePearl University.
Additional job duties as assigned.
Schedule Distribution: 50% CSC and 50% administrative, as staffing permits

Benefits

Trupanion pet insurance
Discounts to our associates for pet treatments, procedures, and food.
Annual continuing education allowance
Free continuing education sessions
BluePearl University for training
Access to over 2,000 medical journals for clinicians
Health, dental, vision, and life insurance options.
Paid paternity leave
Employer-provided short-term and long-term disability.
Flexible work schedules.
Paid time off
Floating holiday plans.
Health and well-being resources to assist with stress management, mental health awareness, compassion fatigue, burnout, communication, and conflict management skills.