UWVC Client Services Supervisor

Job Summary:

This exciting opportunity is a working supervisor position that oversees and manages all operational aspects of the Reception areas (ER desk, 2 Small Animal desks, Large Animal desk, and Oncology desk) to meet the 24/7 needs of UW Veterinary Care (UWVC). Requires supervisory skills and knowledge of cash handling and bookkeeping procedures, knowledge of veterinary terminology preferred but not required. This position requires excellent customer service skills and considerable independent judgment, initiative, discretion and problem-solving ability. The position is highly visible to clinicians and clients, and strong communication skills and a positive and helpful attitude are imperative. The incumbent will function under the general supervision of the Hospital Administrator and will have a close daily working relationship with UWVC clinicians and technical staff. Responsibilities include, but are not limited to:

1) Manage the staff scheduling in the three reception areas of the hospital: small animal, large
animal, and oncology/rehab, during the associated hours of operation
2) Support team-building and morale boosting in key functional areas of responsibility
3) Manage staff in the reception and client billing functions of the hospital; handle all staff
communication, performance reviews, and disciplinary matters
4) Take initiative to build training and service delivery consistency through procedure and
policy development
5) Handle escalated client concerns; refer to hospital administration as necessary
6) Model clear, concise, and friendly communication to all hospital constituents
7) Participate in and contribute to hospital supervisor meetings and committees

Responsibilities:

Directs the work of staff and manages escalated customer service issues within guest services or retail operations to ensure customer retention and achievement of area goals.

• 20% Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees
• 20% Provides exceptional service, engages customers, and resolves escalated or higher-level issues and concerns in a timely and professional manner
• 20% Develops, schedules, and executes unit operational work plans, procedures, polices, and updates to ensure accuracy and relevancy of delivered information
• 20% Processes customer transactions and may take payments following established policies and procedures
• 20% Provides oversight to the reception and billing functions of UWVC

Tasks:

• Oversee all aspects of staffing in UWVC's 5 reception areas (ER, 2x Small Animal, Large Animal, and Oncology)
• Interview, hire, and schedule full-time, part-time, and student employees to fill all working shifts in the reception areas
• Coordinate training for all new reception employees and provide opportunities for staff to participate in continued training and education
• Optimize staffing in all reception areas based on workflow and staff strengths
• Oversee client registration, discharge, account auditing and billing/payment
• Oversee all patient intake and discharge activities in the UWVC reception areas; seek opportunities to optimize workflow and customer experience
• Work with reception staff to ensure payment collection on client accounts is made in an accurate, appropriate, and timely manner; follow-up with service staff and/or clinicians with any billing inquiries
• Use discretion to adjust fees off of client accounts as requested by staff, clinicians, and/or clients
• Act as a liaison between reception and hospital administration on client issues and concerns
• Take point on escalated client issues and concerns and work with staff to investigate client concerns, and advance issues to hospital administration as needed
• Utilize exceptional customer service skills to ensure professional and consistent response to clients' questions and concerns
• Provide back-up support to staff in the capacity of working supervisor; fill in or work with team to fill in for various staff leave reasons
• Participate in various leadership initiatives and meetings of the hospital
• Develop policies and procedures for consistency of services and staff accountability
• Other duties as assigned

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

Education:

Preferred
Bachelor's Degree

Qualifications:

Ideal candidate will have a minimum of 2 years of supervisory experience, working knowledge of medical terminology, and exceptional communication skills. Previous experience in the veterinary medical field is also preferred but not required.

Work Schedule:

Hours are generally, Monday-Friday from 8:00AM-5:00PM, with a 1-hour unpaid lunch break.

One Saturday or Sunday shift required per month from 8:00AM-5:00PM,to be swapped for a weekday.

Final schedule and schedule changes determined with supervisor.

Occasional on-call and holidays coverage required based on operational needs.

Work Type:

Full or Part Time: 80% - 100%

It is anticipated this position requires work be performed in-person, onsite, at a designated campus work location.

Appointment Type, Duration:

Ongoing/Renewable

Salary:

Minimum $27.00 HOURLY
Depending on Qualifications
Sign-on Bonus of 3-5% of base pay (based on FTE) to be paid over the first year of employment

Additional Information:

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment.

UW Veterinary Care offers competitive wages (including night and weekend differential, if applicable), outstanding employee benefits (https://hr.wisc.edu/benefits/new-employee-benefits-enrollment/benefits-for-employees-covered-by-the-wrs/), ample paid time off (https://hr.wisc.edu/benefits/leave/paid-leave/), and financial support for continuing education and pursuing specialty certification.

The UW-Madison campus and the surrounding area have many enriching opportunities. Madison was named the most bike-friendly city; the Dane County Farmer's Market is one of the largest in the nation; Madison has the most restaurants per capita of any U.S. city; Madison consistently ranks as a top community in which to live, work, and play; and the University is nationally recognized for academics and athletics. Please see the following link

How to Apply:

Begin the online application process by clicking the 'Apply Now' button. Applicants are asked to upload a cover letter outlining their experience as it relates to the position, a current resume, and a list of three references (including current supervisor). Resume and cover letter should address how the applicant meets the minimum/preferred qualifications for the position.

Contact:

Meenu Verma
meenu.verma@wisc.edu
608-265-5984
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

Official Title:

Customer Service Supervisor(DS017)

Department(s):

A87-SCHOOL OF VET MEDICINE/ADMIN VMTH/ADMIN-RCPT

Employment Class:

University Staff-Ongoing

Job Number:

311243-CP

The University of Wisconsin-Madison is an Equal Opportunity and Affirmative Action Employer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence through diversity and encourage all qualified individuals to apply.

Employment may require a criminal background check. It may also require you and your references to answer questions regarding sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.