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.
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.
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
Required Education and Experience
Management and/or Supervisory experience in veterinary medicine
Associates Degree preferred
Strong work ethic
Compassionate, collaborative, and professional
This position manages the Fetch Client Service Representatives
This job operates in a veterinary hospital setting. Normal vocation environment risks associated in this setting as related to treatment of and exposure to clientele, and health hazards related to disease and specialty care.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
This position will require at least 10 hours of walking/standing/crouching/bending/lifting/ pushing/pulling between 1-100lbs, and sedentary work/sitting for long periods of time.
Position Type/Expected Hours of Work
This is a full-time position with a varying schedule of 35-40 hour per work week.
Our contemporary practice, wonderful colleagues, and dedicated staff service the Tampa Metro area in our state-of-the-art Specialty and Cancer Veterinary Center. We offer a wide range of medical services and life-enhancing care. Our mission is to be at the forefront of what veterinary medicine can provide to our four-legged family members and their owners.This 8,000 sq. ft. facility holds five exam rooms, a full-service ICU, two surgery suites, a chemotherapy suite, a 16-slice helical CT, color flow ultrasonography, video endoscopy/bronchoscopy, digital radiography, and radiation therapy.