Veterinary Client Service Supervisor

Location

Middletown, CT | United States

Job description

INTRODUCTION

Under direct supervision from the Client Services Manager and in collaboration with the hospital leadership team, the Client Service Supervisor provides leadership for the client service team and ensures, on a day-to-day basis, that the team carries out Pieper Memorial’s promise: making patient health and client support our top priority and excellent service our goal.

The purpose of the Client Service Supervisor is to ensure the client service policies and goals from the Hospital Director and professional management team are achieved, and to act as a ‘boots on the ground’ point of contact, gathering feedback and providing recommendations regarding client care. The Client Service Supervisor is a leadership team member and is responsible for coordinating administrative and medical support services. Time is split between administrative work and floor supervision, exact division based on hospital need.

PRIMARY JOB RESPONSIBILITIES

Domain Overview:

1. Client Service Team Development - Training, directing and coordinating the client service representatives. Ensuring quality control and providing performance feedback and documentation as needed.
2. Client Relations & Marketing - Coordinating with the team to provide excellent customer service and addressing customer inquiries and complaints using superior de-escalation and advanced communication skills.
3. Organization of the Practice - Contributes to inter-department efficiency and operation, making recommendations and providing input from a front office/client facing end.

Job Domain 1: Client Service Team Development

• Hiring/Training: Works cooperatively with the Pharmacy Manager with employee selection and hiring, on-boarding, training, instruction, and task assignment.
• Scheduling/Staffing: Creates the CSR schedule and maintains effective staffing to ensure adequate coverage to minimize downtime and overtime, and ensures adherence to policies regarding scheduling, wage salary administration, performance management, attendance, and punctuality.
• Skill Development of Direct Reports: Coaches, develops and maintains a process for skill development of direct reports. Provides team with effective goal setting, delegation and communication.
• Floor Leadership: Provides leadership through example and is proficient at performing all duties of the Client Service Representatives. Supervises daily work assignments on the floor.
• Performance Evaluation: Responsible for communicating job expectations, evaluating performance and team contributions, planning and reviewing compensation actions, enforcing policy and procedure, and providing feedback, documentation and progressive discipline as needed.
• Team Meetings: Participates and leads Client Services Team meetings as directed by the Pharmacy Manager.
• Conflict Resolution: Assists direct reports in resolving intra-staff conflict using the feedback model and other conflict resolution skills.
• Key Communicator: Assists and supports all areas of hospital, acts as liaison between staff members to ensure clear communication.

• Teamwork Environment: Builds and maintains respectful, positive working relationships with staff, supervisors, and the public by communicating effectively, listening actively, practicing empathy and patience, and motivates the team to collaborate.

Job Domain 2: Client Relations & Marketing

• Quality Control: Develops and maintains high standards that promote efficient and professional patient and client service care and determines customer service requirements by maintaining contact with customers and benchmarking best practices.
• Marketing and Client Education Materials: Ensure required marketing and client education materials are available for clients and team members are educated and up-to-date on information. Provide feedback to the Pharmacy Manager, Marketing Coordinator and Chief Experience Officer regarding any improvements/feedback.
• Client Complaints: First responder to client complaint and questions. When necessary, enlists the help of the Pharmacy Manager.
• VIP Leader: Responsible for implementing VIP client service standards for rDVMs and other veterinary community leaders.
• Finance: Oversees daily closing and balancing and bank deposits.
• Front Office Appearance: Responsible for maintenance and appearance of client service team work areas, waiting area, exam rooms, front desks and phone bank including: phones, fax machines, copiers, scanners, computers, printers, credit card, care credit and check verification machines television, coffee maker, water cooler, reading materials, plants

Job Domain 3: Organization and Operation of the Practice

Record Keeping: Responsible for implementing highest level of data entry and medical record documentation standards for the client services team, and ensuring proper storage and safekeeping of medical records pursuant to legal requirements

Inventory: Coordinates with the Hospital Manager to ensure, from a client facing end, inventory is stocked and available and the purchase process runs efficiently.

Intra-Departmental Coordination: Coordinates with other departments, gives input regarding client service delivery and participates in departmental and lead meetings when necessary.

Operational Efficiency: Maximizes customer operational performance by providing help desk resources and disseminating new techniques/processes and information.

Down-time Activities: Develop and maintain a list of slow time tasks and engage in productive work during slow periods.

Client Care Strategy: Contributes customer service information and recommendations to the Client Service team and actively participates in the overall client service strategy by planning and completing action plans, determining system improvements, evaluating and re-designing processes, establishing and communicating service metrics, and identifying customer service trends.

SKILLS AND KNOWLEDGE: As a member of the leadership team the Client Service Supervisor must consistently:

• Demonstrate reliability and commitment to the team and the hospital
• Treat direct reports and all staff members with respect and in a supportive manner
• Be an active problem solver, determine system improvements and help implement change
• Remain flexible to hospital needs
• Cooperate and pitch in to help wherever need
• Communicate effectively to clients and team members
• Have compassion for animals and their owners and understand the stress that patients and clients endure.
• Strong background in client service
• Excellent written and verbal communication skills
• Ability to multi-task and thrive in a fast-paced environment
• Computer Literate
• Highly motivated and willing to learn
• Able to remain calm under stressful situations
• Strong attention to detail and highly organized
• Able to make decisions, delegate responsibility and achieve results with hospital team members.
• Professional comportment and appearance, with excellent interpersonal skills and a friendly, positive attitude.
• Respect for and willingness to work with clients and their pets as well as referral veterinarians in the community.

Job tags

Salary