Client Services Manager

    • Job Tracking ID: 512912-695915
    • Job Location: San Francisco, CA
    • Job Level: Management
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: July 31, 2019
    • Years of Experience: 5 - 7 Years
    • Starting Date: ASAP
    • Campus Location: Mission
    • Status: Regular Full-Time
    • Department: Header: Mission Hospital
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Summary:

The Client Services Manager provides leadership and direction for the SF SPCA Veterinary Hospital client services team, ensuring world class Customer Service to our internal and external clients. The Client Services Manager is responsible for managing the client service activities of the SF SPCA Veterinary Hospital and Spay/Neuter Clinic as they relate to front desk operations, coordination and quality of customer service, and supervision of client services staff.

Essential Duties and Functions:

Leadership

  • Develops, enhances, and implements client services protocols and procedures
  • Sets High Customer Service standards for the team
  • Provides direct supervision to Hospital, Spay/Neuter Clinic, Kiosk client services work areas
  • Schedules, manages, and directs client services team on a daily basis
  • Conducts regular staff meetings, employee engagement, and participates in management meetings
  • Acts as a liaison between departments
  • Works cooperatively with other SF SPCA departments to meet business and program needs
  • Takes responsibility for the operation of the Veterinary Hospital as it relates to staffing, policies, performance and public relations
  • Participates in strategic planning, goal setting and implementation of the organization’s vision map
  • Works collaboratively with the Hospital Business Administrator and other department managers to plan for optimal staffing and assure maximum productivity and service
  • Works collaboratively with the Client Services Manager of the Pacific Heights campus to ensure continuity across client services teams

Administrative Duties

  • Works collaboratively with the Business Administrator and Hospital Directors to ensure maintenance of medical data in the practice management software
  • Creates reports as directed by the Director of Client Experience and Hospital Business Administrator
  • Works with the Learning and Development Manager, the Hospital Business Administrator and Director of Client Experience to create and maintain client services training materials, both for new and existing employees
  • Works with the Veterinary Staff Manager and Nursing Care Director to manage doctors’ schedules
  • Communicates with the Director of Client Experience and Hospital Business Administrator regarding scheduling needs
  • Communicates department administrative needs to the Director of Client Experience
  • Works with the Client Contact Center Manager to maintain excellent hospital and client communication
  • Creates and manage the schedule for the client services team, ensuring that all areas are staffed to meet business needs

Staff Development

  • Hires and coordinates training of employees
  • Monitors, directs, and evaluates employee performance
  • Develops staff through teaching, mentoring, and training
  • Keeps staff informed on Society announcements, policies, and protocols
  • Provides continuing education and engagement opportunities for the Client Services team

Client and Community Services

  • Investigates and responds to client complaints and problems (internally and externally) and reports results
  • Sets standards with the Client Contact Center Manager and the Director of Client Experience to ensure proper appointment scheduling, timely and courteous service, and that clients receive necessary information concerning hospital and clinic policies, procedures and proper pet care
  • Sets standards with the Business Administrator to ensure monitoring of daily surgery and appointment schedules to meet hospital, spay/neuter clinic, client, and Veterinarian needs

Financial/Reporting

  • Implements financial assistance programs in a manner that follows the guidelines set forth by the Hospital Director team.
  • Sets standards with the Business Administrator to 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
  • Works with the Hospital Business Administrator to reduce the amount of bad debt and outstanding balances within the Veterinary Hospital
  • Ensures daily SN clinic reports and other reports are being completed accurately by Client Services staff
  • Submits accurate and timely payroll statistics for the Client Services team

Program Development

  • Collaborates with the Hospital Business Administrator and Director of Client Experience in the implementation of new programs and services

Communication

  • Updates the hospital Client Services team on procedures including changes in the computer system, accounting, hospital, clinic programs and services
  • Facilitates good working relationships through teamwork and collaboration
  • Maintains effective communication with various Hospital team managers through daily contact by scheduled meetings, informally or in writing to coordinate and direct client services and business functions of the Hospital

Volunteers

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

Safety

  • Ensures a safe work environment; following all safety guidelines and modeling safe work practices
  • Takes immediate action to address any safety concerns that could put a staff member, volunteer, client, animal, or the organization at risk
  • Maintains a clean, healthy, and sanitary work area; follow all pest rodent control/protocols. Participate in keeping the SF SPCA campus clean and well-maintained

Diversity and Inclusiveness

  • Works effectively with individuals and colleagues from diverse communities and cultures

Reporting Relationships:

Reports to the Director of Client Experience

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

Education and Experience:

  • Bachelor’s degree
  • Leadership and management experience; a minimum of five years of related work experience as a manager 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
  • Willingness to work the hours necessary to accomplish targeted responsibilities
  • Ability to delegate responsibility, achieve and measure results with team members

Benefits

Salary and Benefits:

The starting salary for this position depends on the depth and breadth of experience. Regular, full-time positions are eligible for benefits package including: paid time off, 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.