Veterinary CSR Lead

Advanced Veterinary Care•Orlando, FL

7d•Onsite

About The Position

Advanced Veterinary Care (AVC) is a brand new state-of-the-art urgent care and specialty hospital located in Orlando, Florida. AVC is dedicated to providing innovative, compassionate care through a collaborative approach while promoting a positive work environment and advocating for employee well-being. We are seeking a CSR Lead who is a great communicator, able to prioritize tasks, is detail-oriented, and enjoys a fast-paced collaborative environment between the urgent care and specialty departments. We are looking for candidates that are the “right fit” - ones that match our core values and help build a positive work environment. The CSR Lead will assist the Hospital Administrator in setting standards for, support, and enforce quality control within the Client Service department. This role will serve as the primary point of contact for client care questions, comments, concerns, and issues, and will provide training to the Client Service Team to improve service offerings and streamline communication. The CSR Lead will also assist in overseeing the Client Service department, auditing records, scheduling staff, and handling client/doctor grievances.

Requirements

Prior veterinary experience is required.
Must have detailed knowledge of the Client Service job functions and workflow systems.
Must possess excellent communication and leadership skills.
Must have at least 1 year of prior service experience in a veterinary emergency and specialty setting.

Nice To Haves

Prior supervisory experience preferred.

Responsibilities

Assist the Hospital Administrator in setting standards for, support, and enforce quality control within the Client Service department.
Provide primary point of contact through which all client care questions, comments, concerns, and issues can be handled in conjunction with the Hospital Administrator.
Provide training to Client Service Team in an effort to improve service offerings to clients as well as streamline communication within the hospital.
Assist the Hospital Administrator in overseeing the individuals working within the Client Service department to ensure their work product is excellent.
Auditing all records for patients that have been checked in to ensure consistency and quality control.
Through approval of the Hospital Administrator, scheduling of the Client Service staff to ensure adequate coverage while minimizing overtime.
Train new and existing staff.
Partner with the Hospital Administrator for new employee orientation.
Primary point of contact for all client/doctor grievances that come up in the moment to allow for expedient and satisfactory resolution.
Assist the Hospital Administrator in scheduling and conducting all regular Client Service meetings, verifying that all action items from each meeting are handled before eliminating them from the list of Items to Complete.
Motivate and inspire the Client Service staff to provide high quality care to the patients and clients, while working to ensure that actions support the hospital and team members.
Responsible for upholding the spirit of the hospital by handling all necessary tasks that require attention.

Benefits

Comprehensive benefits plan reviewed yearly with employee surveys.
Benefits advisor for employees (for health care, retirement, or general financial planning).
Access to mental healthcare, mindfulness, and self-care resources (through our employee assistance program).
Medical, dental and vision plans.
Voluntary insurance benefits such as life, disability, health savings accounts available.
401K and 401k matching retirement planning.
Flexible work schedules.
Competitive paid time off.
Commensurate salary with experience/credentials.
Employee discounts (including pet insurance premiums, products, and services).
Education resources (atDOVE, VetGirl, VIN and major veterinary journals).
Support of professional development and allowance for CE (for licensed staff).
Technician license reimbursement.
Uniform allowance.
Annual Retention Bonuses.