Fetch Specialty & Cancer Veterinary Centers of Brandon, Florida

is seeking a professional, motivated, organized leader

to manage our Client Services Department.

The Client Services Manager will work in conjunction with the Practice Manager and Director of Operations to provide comprehensive leadership in the development and execution of the client services department. Specifically, this position will focus in the areas of client services, quality assurance, service excellence, recruitment, retention, training and development. This position trains, supervises, and assists the CSR team and coordinates a variety of service functions that are related to the front desk operations and the healthcare team at Fetch Specialty & Cancer Veterinary Centers.

Essential Functions

• Partner with the Practice Manager to recruit, interview and hire an exceptional CSR team
• Expand and enhance the retention strategies to include career development, succession planning and engagement
• Develop and implement a training program for the CSR team in alignment with the Fetch vision, values, and strategic plan
• Provide leadership and training to the CSR team which facilitates the work of the leadership team, practitioners, technicians, and assistants who directly or indirectly provide patient care. 
• Ensures adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
• Motivate and inspire the CSR team to provide high quality care to the patients and clients of Fetch to include the rDVMs
• Provide guidance and direction to the CSR team lead in setting performance standards and monitoring performance. Participate in performance evaluations
• Conduct disciplinary actions as needed and in a timely manner 
• Conduct monthly departmental meetings with an approved agenda
• Schedule departmental training seminars as deemed necessary
• Address all client and rDVM concerns in a timely manner and advise on matters
• Maintain and coordinate rDVM contact information as needed to ensure proper communication with our referring partners
• Ensure team flow from the front of the house to the back of  the house
• Develop and implement CSR protocols to continuously improve the quality of client services delivered throughout the hospital
• Oversee the auditing of medical records for completeness of information and ensure all have been sent to the rDVMs in a timely manner as dictated by the Practice Owner.
• Over see the timely pick up and delivery of pet remains to our clients.
• Maintain cleanliness and organization of the front desk and lobby of Fetch.
• Create CSR schedules that align with the business and leadership needs of Fetch while monitoring overtime and payroll costs
• Assist the CSR Lead in obtaining coverage in the event of a call out
• Assist in the management with updates and training as they pertain to EzyVet
• Knowledgeable regarding related federal and state animal health laws and regulations, including OSHA.
• Assist and attend marketing events as needed

Leading Staff and Practice-Skills and Knowledge

• Strong communication, leadership and motivation skills.  Has the ability to effectively solve problems dealing with staff conflict or personnel issues and performance.  Has the ability to direct, guide and assist a diverse group of individuals.
• Ability to show unbiased judgement with managing people and makes fair and just recommendations in regards to personnel issues and/or disciplinary action.
• Possession of strong organization skills.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.
• Excellent verbal and written communication skills as well as exceptional interpersonal communication skills.
• Critical thinking-Understanding logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. 
• Knowledge of hospital procedures, of the spelling and meaning of commonly used terminology in veterinary medicine
• Requires strong client service skills and the ability to act with compassion, empathy and diplomacy.
• Ability to work independently on assigned tasks as well as accept direction on given assignments.
• Knowledge of computers and relevant software applications including MAC based systems to manage files, records and other office procedures.

Financial Responsibilities

• Oversee client invoices and have all open invoices closed out by the end of the month.
• Create a list of open invoices and the reason they are open to present to the PM.
• Assist in the management of financial resources, participate in the budget process, and ensure appropriate allocation and utilization of Fetch resources.
• Ensure accurate invoice entries