Supervisor Client Service

VCA Animal Hospitals•Westfield, MA

2d•Onsite

About The Position

Under policy direction from the Hospital Manager or Field Manager with support of and input from Medical Director, the Office manager performs a wide range of difficult to complex administrative activities related to hospitals providing quality patient care and excellent client service, management of finances and accounting, marketing and promotion of services, staffing and human resources, and discretionary activities, that serve to support effective business operations.

Requirements

High School Diploma.
Must have a minimum of 2 years experience in medical care facility operations management with profit and loss responsibility.
Budget management experience.
Knowledge of sales and marketing techniques.
Human resource skills.
Training and client relations experience.
Thorough knowledge of the veterinary profession.
Dependable attendance is required.
Any allergies to animals must be controllable through medication.
Must be able to lift 40 pounds.
Must be willing to work long or irregular hours under pressure conditions.
This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day.
Visual acuity sufficient to maintain accurate records; recognizes people and understands written directions.
Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
Fine motor skills adequate for utilizing office equipment such as facsimile machines, copiers and computer keyboards.

Nice To Haves

Customer service.
Human resource skill.
Financial budget management.
Knowledge of sales and marketing techniques.
Good communication skills, both written and oral, goal oriented
Background in managing service oriented operations.
Ability to plan, organize and effectively present ideas and concepts.
Ability to take information obtained from clients, staff, and other sources, discern that which is credible and assess the hospital and its operation objectively.
Must be able to handle multiple tasks at once, and deal with high levels of stress in an environment of changing priorities.

Responsibilities

Oversees training of all staff in accordance to the principals of the VCA Mission Statement, Three Steps Of Service and VCA Standards of Client Service and that the above is known and practiced by all.
Oversee client flow to insure that clients and patients are seen and treated in a professional, timely and competent manner.
Responsible for administration and review of non-medical client complaints.
Oversee call back system including overdue reminder calls.
Oversee collections and returned checks.
Oversee billing, calculation of any discounts and other special accounts
Modify and update systems and procedures wherever needed to better serve clients, patients, the practice and employees (i.e., modify schedules for the most productive use of time).
Verify receipt of all supplies, mark invoices and packing slips received and send them into payment to corporate.
Prepare packets of information to be sent to the corporate office.
Sort and process the daily mail.
Management feedback reports - bi weekly.
Perform transaction corrections.
Make certain bank deposits are made daily.
Ensure that the OSHA and Safety program and procedures are being continuously monitored, updated and reported so the hospital is in safety compliance.