Veterinary Office Manager

Aspen Animal Wellness•Reno, NV

3d•Onsite

About The Position

The veterinary Office Manager is responsible for overseeing the day-to-day operations of the client service department, helping ensure optimal productivity and customer service. They are responsible for supervising front-desk workflows and Client Service Representative (CSR) staff members as well as performing CSR duties throughout the week. The Office Manager will be responsible for the daily accounting transactions with clients, handling complaints regarding customer experience, and management of personnel. The Office Manager will coordinate scheduling, training and mentorship of CSR staff, and act as a liaison between the Practice Manager, Treatment Supervisor, Lead Technician and the clinic team.

Requirements

Five years of experience in the veterinary field with knowledge of common veterinary medical conditions, animal care products, and their uses is required.
Genuinely enjoys working in a customer service-related field and the environment that goes along with working with people and their pets.
Strong people leadership skills—able to inspire, coach, and hold teams accountable.
Desire to create a fun, positive, efficient and collaborative team culture.
Work requires the ability to exert a negligible amount of force frequently and constantly to lift, carry, push, pull, or otherwise move objects and boxes; good limb agility a must.
Tasks may require some bending, stooping, crouching, and reaching.
Must be able to physically operate a variety of small office machines and equipment including computers, office equipment, telephones, etc.
Dependable, arrives at shift in a timely manner and is committed to upholding the core values and mission of the hospital.
Organized and meticulous.
Detail oriented.

Nice To Haves

College Degree preferred but not required.
Two years management of CSR staff is preferred.

Responsibilities

Overseeing the day-to-day operations of the client service department.
Ensuring optimal productivity and customer service.
Supervising front-desk workflows and Client Service Representative (CSR) staff members.
Performing CSR duties throughout the week.
Handling daily accounting transactions with clients.
Handling complaints regarding customer experience.
Management of personnel.
Coordinating scheduling, training and mentorship of CSR staff.
Acting as a liaison between the Practice Manager, Treatment Supervisor, Lead Technician and the clinic team.
De-escalating stressful situations amongst staff and/or clients.
Creating accountability amongst the team to ensure tasks are completed properly, consistently, and per standard operating procedures.
Handling client escalations.
Handling billing errors/concerns.
Ensuring client-oriented, courteous and thorough communications with clients.
Creating/implementing new hire training program.
Training new hires and participation in continual training and development of current staff.
Creating a positive learning environment without negativity or favoritism.
Supervising Client Service Representatives and acting as front office support.
Reviewing CSR applications, screening applicants, and narrowing applicant choices through the interview process.
Handling monthly check-ins and performance evaluations for all front office team members and performance counseling as needs arise individually.
Conducting team meetings every six weeks.
Attending weekly supervisor and management meetings.
Acting as a liaison between doctors, managers, and team members.
Assisting with the planning of events – holiday parties, appreciation weeks.
Dealing with fast-paced and stressful situations with calm resilience.
Assisting in developing and implementing policies and procedures to ensure effective workflow.
Ensuring there are no open invoices at the end of each shift.
Checking Account Receivable Report multiple times a month and collecting on open invoices.
Finalizing invoices and collecting payment at the end of month for employees.
Ensuring that checklists and daily housekeeping tasks are completed and initialed by CSR staff.
Directing front office staff through structuring, scheduling, motivation, and education to produce the highest level of client satisfaction possible from services the reception team provides.
Overseeing client satisfaction feedback and polling.
Educating clients about procedures, conditions, and medications.
Designing and implementing efficient workflow/protocols for the front office.
Writing and updating CSR scripts to ensure all members convey the same message.
Overseeing retail product and food inventory management.
Performing all functions of a receptionist expertly as part of weekly duties.
Assessing appointments in Cornerstone to ensure efficiency and build out DVM schedule.
Creating and posting social media postings to supplement marketing created posts, with the goal of making a more personal social media presence.
Monitoring staff periodically throughout the day, encouraging productivity, and discouraging behaviors that may be detrimental to the positive atmosphere of the work environment.
Assisting the Practice Manager or Practice Medical Directors with other duties as needed.
Assisting Practice Manager in scheduling and leading team building outings and exercises to build on staff culture.
Ordering of general office supplies, brochures, educational and marketing materials.
Admitting patients and handling medical record entries.
Preparing health certificates, immunization certificates, laboratory requests, and euthanasia consent forms.