At Summit Veterinary Referral Center (SVRC) we are a collective team of specialists with an uncompromising passion for helping animals lead happy and productive lives. The Client Services Manager supports this vision by supervising a team of Administrative, Reception and Referral experts and providing client services leadership in the operation of an animal specialty and emergency hospital whose success is primarily derived by exceptional service.
Success in this position requires a passionate and motivated person who can develop a team and empower them to deliver consistently high levels of services in a 24/7 environment.
Working under the supervision of the Hospital Manager, the Client Services Manager must be able to effectively and proactively manage, delegate or perform the following management duties that include but are not limited to:
Responsibilities -Management
Foster a strong culture of service excellence through successful talent management, training, recognition and leadership by example.
Create and revise protocols and policy related to client services staff and the client experience, both pet owners and referring community members.
Help support SVRC vision by consistently ensuring that the Client Services team is properly able to meet the demands of growth and development.
Represent the Client Services team at all management gatherings and relay information both to and from the Client Services team as applicable.
Develop key performance indicators to help improve team results over time.
Communicate hospital protocol and policy changes to client services staff.
Communicate with other departments, managers and staff as needed in regards to enhancing client services delivery.
Develop and implement ways to integrate different areas of staff.
Create and revise protocols and policy related to client services staff and the client experience, both pet owners and referring community members
Implement policies, training, schedules and systems to constantly grow and enhance Summit’s client service experience.
Delegate and approve contributions to protocol and policy by members of the client services staff
Lead and ensure the resolution of all client service related issues.
Responsibilities – Human Resources
Recruit, interview, hire, train, develop, coach and counsel Client Services team members including Reception Assistants, Receptionists, Referral Coordinators and others as may be appropriate.
Directly supervise all members of the Client Services team.
Create and source appropriate continuing education for Clients Services team and create and source appropriate continuing education content related to client services for other departments and medical staff.
Complete and deliver performance evaluations for Client Services team.
Organize and lead meetings, communication, and ongoing performance results for Client Services team.
Address concerns/complaints and issues related by, and to, Client Services team.
Responsibilities -Operations
Align Client Services team to provide consistently exceptional services to our Clients, Referral Veterinarians and Staff.
Model exceptional service for clients, both pet owners and referring community members.
Plan events as may be required for clients, both pet owners and referring community members.
Lead effective use of VIA operating software for client scheduling, records management, communication and financial transactions.
Review and implement client financing options.
Maintain or oversee maintenance of all front office equipment.
Maintain or oversee front office inventory.
Ensure that our Client Services team conforms to all applicable law, regulations, and policies, according to federal and state law.
Communicate with vendors as needed.
Receive and investigate client complaints, recommend solution to hospital manager, and respond as needed to client complaints, both pet owners and referring community members.
Computer Skills: To perform this job successfully, a Client Services Manager should have good knowledge of Microsoft Office products such as word processing and spreadsheet software. It will also be necessary to become proficient in the use of the practice management software (VIA), scheduling and time keeping software and to perform clerical work with speed and accuracy.
Communication Skills: Must possess excellent written and oral communication skills, exhibit leadership and organizational confidence, and the ability to present material to large and small groups. Maintain a harmonious, constructive and respectful relationship with those contacted in the course of work of all skill levels.
Education: Associates Degree required. Bachelor’s degree preferred. Licensed Veterinarian Technician certification may be accepted in lieu of other educational requirements.
Experience: Minimum two (2) years management experience in a client-facing role. Experience in veterinary field with specialty/emergency practice a plus.
Personal Characteristics, skills and abilities:
Excellent interpersonal, communications, public speaking, and presentation skills.
Working knowledge of budgeting, sales, business development, and strategic planning.
Ability to generate respect and trust from staff and external constituencies.
Ability to lead, plan and manage change
Strong organizational skills
Strong time management skills
Strong negotiation skills
The ability to set priorities
Excellent oral and written communication skills
Effective interpersonal communications skills are essential
Ability to communicate vision to the client services staff
Ability to anticipate unique service opportunities
Ability to build consensus and engage team members at all levels
Able to effectively handle stressful situations
Ability to exude confidence and leadership to successfully build and lead a team and maintain a positive work environment
Physical Requirements:
Able to be active, sitting, walking, standing, climbing stairs
Able to work in low to moderate noise, including animal noises
Able to work well under pressure and at high levels of stress
Must be able to lift 25 pounds and work on feet
Exposures to supplies commonly used in a hospital setting such as anesthetic gases and x-ray irradiation within appropriate OSHA standards
Risk of injury from animals
Be flexible with work hours
At Summit, we believe that our employees are our most valuable asset, and investing in them is the best way to reach our goals and accomplish our mission.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that
qualified employees are selected. They are also essential to an effective appraisal system and related
promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral
part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been
included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements,
skills, and abilities included have been determined to be the minimal standards required to successfully
perform the positions. In all instances, functions and requirements may be assigned by supervisors as
deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified
to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
About Summit Veterinary Referral Center
Summit Veterinary Referral Center is a specialty referral center located in Tacoma, WA. We provide 24-hour emergency and critical care, internal medicine, oncology, neurology, radiology, and surgery services.
