Job Description:
40-45 hours per week
$56,000-$60,000
Bolton Veterinary Hospital is a fast-paced, general and emergency practice with over a dozen veterinarians on staff and a support team of over 100! We are proudly privately owned and have been in operation since 1953.
We are currently looking for an experienced and driven Client Services Supervisor to join our team. Our ideal candidate will have a background in GP and emergency veterinary medicine, experience working with clients in a fast-paced, high-volume environment that includes resolving client concerns including finances.
Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision, paid time off, 401(k), generous employee pet discounts, and more!
Key functions of the role include:
The purpose of this position is to supervise and support the Client Services team in job tasks related to phone/reception/discharge, including incoming/outgoing phone calls, checking in clients for appointments, and discharging patients to clients, taking payment for services, and making future appointments as needed. This includes clerical duties related to veterinary care and treatment related to reception/discharge. As the “public” face of Bolton, respectfully and courteously works with clients while providing support to the veterinary medical team.
Maintain and adjust scheduling (including own schedule) to the needs of the business and advise on staffing needs.
Coach, develop, and maintain a process for skill development of direct reports by providing teams with effective goal setting, delegation, and communication.
Build and maintain respectful, positive working relationships with staff, co-supervisors, and the public by communicating effectively, listening actively, practicing empathy and patience, and motivating the teams to collaborate.
Supervisory Responsibilities:
* Oversight of Client Services staff members
* Partnership and collaboration with any peer supervisors
* Effectively communicate objectives and define goals to improve the workflow
* Perform direct work and/or support on projects and initiatives as needed
* Scheduling for the department in conjunction with other supervisors and management when applicable
* Conduct candidate screening and interviewing and make recommendations
* Conduct routine team meetings with department staff
* Act as interdepartmental liaison
* Responsible for managing the disciplinary process in conjunction with Staff and Client Services Manager & HR support & direction where necessary (attendance, performance, employee relations)
* Identify and plan training/skill development for staff members
* Monitor staffing levels for each shift; that support staff are arriving and leaving on time, managing lunch breaks, and controlling overtime
* Fill shift vacancies when a support staff member calls out (May be needed to jump in and help when staff shortages threaten consistent workflow)
* Address routine areas of performance with staff
* Attend leadership training as required for continued professional development
* Must be able to work rotating schedule that includes weekends and holidays
Requirements:
Qualifications:
* Education equivalent to a high school diploma or general education degree; or one to three years related experience and/or training; or equivalent combination of education and experience.
* 2+ years supervisory experience in veterinary medicine.
* Excellent verbal and written communication skills.
* Strong work ethic and a constructive outlook.
* Must be flexible and able to adapt to new situations.
* Ability to function as a team player and foster a collaborative work environment.
* Ability to prioritize multiple assignments/duties.
Skills/Knowledge:
* Critical thinking/problem solving
* Proven track record of change management with team
* Able to effectively identify and address staff & hospital needs
* Demonstration of personal accountability
* Able to identify and exercise appropriate and professional boundaries
* Ability to use and instruct others on the use of phones and practice management software and other designated software computer systems.
* Excellent communication skills
* Excellent interpersonal skills
* Ability to exercise tact, courtesy, and ethics when dealing with coworkers and customers.
* Strong organizational skills and attention to detail.
* Excellent time management skills.
* Strong analytical and problem-solving skills
* Ability to take initiative
* Thorough understanding of hospital procedures and policies, and/or proactively looks for.
* Frequently communicates with co-workers and staff in an effort to collaborate and address inquiries. Must be able to exchange accurate information in these situations.
Consistently demonstrates the following qualities in alignment with BVH’s values:
* A commitment to providing the highest standards of care for our patients, treating them with kindness, compassion, and patience.
* A commitment to go above and beyond for every client and to exceed their expectations, while treating both clients and co-workers with respect, empathy, and compassion.
* Is honest, ethical, fair, and accountable for their actions.
* Demonstrates an excellent work ethic, including offering and asking for help as needed, in order to create a strong team.
* Ability to readily and calmly adapt to changes in the work environment.
* Ability to display professionalism and control of emotions when confronted with difficult situations.
* Ability to manage multiple competing priorities while maintaining a high level of accuracy.
Bolton Veterinary Hospital provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to status, genetics, protected veteran status, or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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