Client Services Supervisor - Night Emergency Service

    • Job Tracking ID: 512912-578935
    • Job Location: San Francisco, CA
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: July 07, 2017
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
    • Campus Location: Pacific Heights
    • Status: Regular Full-Time
    • Department: Header: Pacific Heights Hospital
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The Client Services Supervisor - Night Emergency Service is a member of the Clients Services supervisory team who provides on-the-floor supervision to members of the Client Services Department during night and swing shifts. The Client Services Supervisor - Overnight Emergency Services provides leadership and direction for the night and swing shift client services team, ensuring high quality service to our internal and external clients. The Client Services Supervisor is responsible for managing the nightly client service activities as they relate to front desk operations, coordination and quality of customer service and supervision of client services staff.


Essential Duties and Functions:

Leadership: Client Care Skills

  • Implement client services protocols and procedures
  • Implement standards set by the Client Services Manager for the client services team
  • Perform as a Client Service Representative as needed
  • Provide direct supervision in all client services work areas
  • Assist client services staff with challenging client situations
  • Work cooperatively with other SF SPCA departments and campuses to meet business/program needs
  • Take responsibility for the operation of the hospital as it relates to personnel, staffing, policies, routines, proper methods, performance and public relations in the absence of the Client Services Manager
  • Work collaboratively with the Client Services Manager and other department managers and supervisors to plan for optimal staffing to assure maximum productivity and service
  • Work in conjunction with the Client Contact Center Manager and Associates to provide quality customer service via telephone, e-mail, and fax

Leadership: People & Talent Management

  • Coordinate training of regular employees, temporary employees and volunteers
  • Show investment in the training, development, and progression of existing employees through teaching and mentoring
  • Provide leadership, performance reviews, supervision and coaching for night time client services staff; sustain a strong commitment to teamwork, high professional standards and continuing development
  • Monitor and direct employee performance, partnering with the Client Services Manager
  • Help to coordinate on-going training and opportunities for education for the client services team
  • Keep staff informed on Society announcements, policies, and protocols

Administrative Duties

  • Work collaboratively with the hospital management team to ensure the maintenance of medical data in client and patient databases
  • Create reports as directed and ensure End of Day books are thoroughly completed and any accounting errors have been corrected and relayed to the appropriate parties
  • Manage doctor’s schedules on any given day, make changes to the schedule on a daily basis to meet business needs
  • Supervise client services staff in the delivery of all administrative services for the medical staff
  • Assist with other responsibilities of the client services supervisory team, such as staff scheduling, administration of financial assistance programs, partner billing, and client reminders, among other projects
  • Perform other duties and work on special projects as requested
  • Assist in the process of ordering laboratory tests and prescriptions, as well as importing the laboratory results into the practice management software
    • Fill prescriptions using the double check system
    • Phone or fax prescriptions to outside retail pharmacies when necessary
    • Process all prescription refill requests via email, phone, fax or in-person
  • Use appropriate documentation in all duties including logging lab tests, maintaining equipment logs and updating medical records
  • Perform client demonstrations for administering medications to out-patients in a patient and professional manner
  • Perform in-house laboratory testing in accordance with SF SPCA Hospital- Pacific Heights lab procedures and protocols.

Client and Community Services

  • Investigate, intervene and respond to client complaints and problems (internally and externally) and report results to the Client Services Manager
  • Implement standards set by the Client Services Manager and hospital management team to ensure that clients are scheduled appropriately, client service is provided in a timely and courteous manner, and that clients receive necessary information concerning hospital and clinic policies, procedures, and the health of their pets
  • Work with overnight emergency doctor and technician team to ensure all patients are triaged and provided with appropriate options for timely care


  • Implement financial assistance programs in a manner that follows the guidelines set forth by the hospital management team
  • Ensure that all financial transactions and systems including cash drawers, daily deposits, and payments on account are accurate and meet standard operating and accounting procedures
  • Ensure that daily reports are being completed accurately and fully by client services staff
  • Ensure all night time client services staff is trained to balance daily books, troubleshoot discrepancies, handle cash appropriately, and consistently report all necessary information

Program Development

  • Collaborate with department managers in the implementation of new programs and services


  • Utilize high-level communication skills (i.e. conflict mediation, de-escalation techniques, etc.) to respond to clients and staff
  • Facilitate good working relationships through teamwork and collaboration
  • Maintain effective communication with various team managers through daily contact in scheduled meetings, informally or in writing as needed to coordinate and direct client services and business functions of the department
  • Embrace and promote the Society’s BLISS direct communication program


  • Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society


  • Follow established disease control protocols
  • Attend all designated safety training sessions and read all safety literature
  • Ensure a safe work environment follow all safety guidelines, including PPE, and model safe work practice
  • Take immediate action to address any safety concerns that could put a staff member, volunteer, client, animal, or the organization at risk
  • Maintain a clean, healthy, and sanitary work area; follow all pest and rodent control protocols Participate in keeping the SF SPCA campus clean and well maintained

Diversity and Inclusiveness

  • Work effectively with individuals and colleagues from diverse communities and cultures.

Open Communication

  • Facilitate open, direct communication throughout the Society.
  • Embrace and promote the Society’s BLISS direct communication program.


Reporting Relationships and Contacts:

Reports to the Client Services Manager - Pacific Heights Campus

Physical Requirements and Work Environment:

  • Regular sitting at computer stations and operation of electronic equipment
  • Regular standing, bending, stooping and crouching
  • Regularly moves about the campus to coordinate work
  • Regular exposure to animals under stress
  • Consistent exposure to animals in the workplace and animal allergens under conditions with limited alternatives available
  • Work late night shifts, ending as late as 3am


Education and Experience:

  • Bachelors degree preferred
  • Leadership and management experience; a minimum of three years of related work experience as a supervisor in a fast paced, multi-tasking, high-responsibility environment, preferably within a medical environment or customer service oriented organization


Knowledge, Skills and Abilities:

  • Commitment to the mission, values, goals, and success of the San Francisco SPCA
  • Experience in animal welfare and veterinary medicine management a plus
  • Basic understanding of standard veterinary terminology, procedures and animal health issues.
  • Strong computer skills including; word processing, spreadsheets, accounting software etc. and able to master veterinary software as applicable to hospital/clinic management
  • Demonstrated success in managing a diverse team of professionals, skilled in managing varied relationships and successful at facilitating collaboration and cooperation
  • Knowledge of principles and practices of staff management and the appropriate methods and means of dealing with human behavior situations in a variety of business circumstances
  • Excellent communication skills including ability to mediate conflicts and give/receive feedback; ability to communicate effectively, verbally and in writing in a diverse range of audiences and settings
  • Excellent time management skills and ability to prioritize
  • Willingness to work the hours necessary to accomplish targeted responsibilities
  • Ability to delegate responsibility, achieve and measure results with team members


Salary and Benefits:

The starting hourly rate for this position depends on the depth and breadth of experience. Regular, full-time positions are eligible for benefits package including: PTO and holiday pay, medical, dental & vision insurance, life insurance, long-term disability, tax-deferred retirement plan, pre-tax commute expense deductions, discounted veterinary care, employee discount on retail, pet supplies, and dog training classes.