Job Description
Job Description
Description
At Neel Veterinary Hospital , we are committed to providing a place of comfort for both our clients and their pets, in sickness and in health. As a valued member of our team, you will have the opportunity to reach your full potential as a Front Office Manager , taking on key responsibilities that support exceptional patient care.
The Front Office Manager is responsible for overseeing the daily operations of the front office, ensuring efficiency and excellence in client service. This role includes managing client service representatives (CSRs), overseeing accounts receivable processes, and serving as a liaison with referral hospitals. The manager plays a vital role in fostering a positive client experience while maintaining streamlined administrative operations and facilitating effective interdepartmental communication.
You Will Love
Client Service Representative (CSR) Management :
- Recruit, train, and supervise CSR staff, ensuring high-quality client interactions.
- Develop and implement customer service protocols to maintain a professional, empathetic, and efficient front office environment.
- Schedule CSR shifts to ensure adequate coverage for GP, ER, and specialty services.
- Conduct regular performance evaluations, provide constructive feedback, and promote professional growth.
- Address escalated client concerns and complaints promptly and professionally.
Accounts Receivable (AR) Management :
Oversee billing processes to ensure accurate and timely invoicing for GP, ER, and specialty services.Monitor accounts receivable, maintaining positive cash flow and reducing overdue accounts.Collaborate with hospital leadership to establish billing policies and payment plans.Ensure compliance with legal and financial regulations regarding billing and collections.Generate and analyze financial reports to identify trends and improvement opportunities.Referral Management :
Oversee, develop, and be accountable for referral programs.Serve as the primary point of contact for referring veterinary practices.Streamline communication between the hospital, referring veterinarians, and clients.Manage incoming and outgoing referral records through verbal and written communication.Maintain an up-to-date database of referring practices and foster strong professional relationships using the IDEXX Referral Platform and relevant sales software.Develop and implement outreach strategies to promote the hospital’s services.Operational Oversight :
Ensure front office processes are efficient, well-documented, and aligned with hospital policies.Collaborate with department teams and leadership to maintain open communication and operational alignment.Support marketing efforts to enhance client retention and new client acquisition through social media and community events.Implement and maintain software systems for scheduling, client communication, and records management.Team Collaboration and Leadership :
Foster a positive, team-oriented work environment.Lead regular team meetings to discuss operational updates, client feedback, and team performance.Act as a liaison between the front office and medical departments to ensure a consistent client experience and high-quality patient care.Performance Metrics :
Execute quarterly "secret shopper" initiatives to assess service quality.Ensure timely responses to client reviews, escalating concerns as needed to achieve client satisfaction.Drive positive year-over-year (YoY) visit growth .Implement client-facing initiatives, including local events and rescue partnershipsYou Will Bring
Education : Bachelor's degree in business or a related field preferred.Certifications : Certified Veterinary Practice Manager (CVPM) or equivalent preferred.Experience :Minimum 4 years in a management role, including customer service experience.
At least 1 year in a Specialty, Referral, or Emergency Veterinary Practice.Experience in a veterinary practice with increasing responsibilities is a plus.Technical Skills :Proficiency in Microsoft Office Suite and the ability to learn Practice Management Software.
Strong knowledge of accounts receivable, customer service protocols, and veterinary terminology .Soft Skills :Effective verbal and written communication skills.
Strong leadership abilities, including task delegation and team development.Work Requirements :Full-time position with availability to work evenings, weekends, and holidays as needed.
Benefits
401(k) with company matchDental InsuranceHealth insuranceVision InsurancePaid Time Off (PTO)Employee discountsTraining and career development
