Front Office Manager/Lead Client Service Representative

Job Summary

The Front Office Manager/Lead CSR will be responsible for partnering with the hospital leadership team in an effort to supervise, direct, plan, coordinate and perform a variety of duties related to enhancing the client experience at Pruyn Veterinary Hospital. This individual will work under the direct supervision of the hospital manager and managing veterinarian, and may receive direction from the associate veterinarians. The front office manager will recognize non-routine or unusual situations and will actively assist the hospital manager and managing veterinarian in vetting, problem solving, and implementing solutions. This person will act as a liaison between the front staff and hospital leadership team.

Job Duties and Responsibilities:

• Direct/assist/train client service representatives in their performance at it relates to client communication, scheduling, and other miscellaneous clerical and administrative duties.
• Provide leadership in the following areas including, but not limited to, cost estimates, client invoices, informing clients of credit policies and any outstanding balances, entering charges accurately, reconciling cash drawer and depositing funds daily, closing out and recording credit cards receipts daily, and printing daily and monthly computer reports and reconciliation.
• Be fair and impartial to each employee in regards to scheduling and discipline.
• Field and answer calls related to scheduling, patient care, billing, and client feedback.
• Facilitate internal communication with IT Help Desk as needed to solve problems in a timely fashion.
• Appropriately triage and direct client questions and concerns through proper channels. Educate clients and technical staff regarding policies where required.
• Prepare/oversee the preparation of client service representative work schedules and proactively communicate scheduling changes to the hospital manager and managing veterinarian. Responsible for ensuring that all shifts and positions are adequately staffed with minimum number of client service representatives as determined by hospital leadership team. May be required to work flexible shifts to fill scheduling gaps if unable to find coverage.
• Knowledgeable regarding related federal and state animal health laws and regulations including OSHA. Ensure that the hospital and its employees are in compliance with regulations by holding staff members accountable for compliance. Inform the hospital manager and managing veterinarian of any regulatory issues or violations.
• Oversees callbacks to clients including, but not limited to, post operative follow up, pre surgical and pre appointment reminders, and end of life care.
• Actively manages the hospital's social media accounts to drive customer engagement and communicate operational changes.
• Knowledgeable of AAHA guidelines and accreditation procedures. Continuously monitor for AAHA compliance and hold staff members accountable. Responsible for assisting hospital manager and managing veterinarian in AAHA renewal process.
• Oversee completion of daily and weekly checklists.
• Assist the managing veterinarian and hospital manager in developing and implementing new procedures, protocols, and policies. Develop and implement new strategies to improve efficiency and workflow. Ensure that new policies and procedures are promptly and clearly communicated to all staff members on all shifts, including maintaining documentation of communication and understanding by employees. Maintain awareness of current job descriptions for all staff members.
• Make recommendations to the hospital manager concerning personnel matters. Discuss disciplinary actions needed with the hospital manager and managing veterinarian and assist with follow through. Resolve informal employee complaints; provide a clear explanation of the nature and basis for hospital personnel policies and procedures. Maintain effective employee-management communication including monthly one on ones and candidate interviewing.
• Plan and prepare for all meetings including all staff meetings and department meetings.

Qualifications: Knowledge, Skills, and Abilities

• Veterinary medicine or medical background preferred.
• Degree in management or business related field preferred.
• Must be able to demonstrate outstanding leadership qualities including ability to build rapport and consensus among direct reports and peers.
• Must have the ability to address positive and negative behaviors through direct feedback and progressive coaching.
• Basic knowledge of Montana employment laws preferred.
• Must remain calm and positive under pressure and demonstrate good decision-making abilities.
• Must communicate in a clear, constructive, and respectful way to direct reports, peers, and supervisors.
• Must clearly articulate hospital wide policy changes and directives in a way the ties back to patient care and client service i.e. explains the “why” behind the change.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday
• Night shift
• Weekends as needed

Experience:

• Leadership: 1 year (Preferred)

Shift availability:

• Day Shift (Required)

Ability to Relocate:

• Missoula, MT 59808: Relocate before starting work (Required)

Work Location: In person

Salary : $16 - $18