Client Services Assistant Manager

Overview

The Foster Hospital for Small Animals at Cummings School of Veterinary Medicine at Tufts University provides 24-hour care for pets 365 days of the year. Since 1985, we have offered high quality medical care, consultation, referral, and emergency veterinary services for the care of dogs, cats and exotic pets. The hospital also serves as the primary clinical training environment for veterinary students, interns, and residents. The Client Service Department, in the Foster Hospital, includes Reception, Client Liaisons, ECC Triage, General Calls, and Medical Records. The primary function of this department is to ensure excellence in client service and experience in all interactions at the Foster Hospital for Small Animals.

What You'll Do

The Client Services Assistant Manager is responsible for overseeing the front-end collections, patient check-in and check-out activities, while supervising Assistant Supervisors and Client Service Assistants to ensure that the reception team provides optimal client service and care. This position will be a working supervisor up to 40% of the work week. The Client Services Assistant Manager is also responsible for developing policies and procedures within the department and interdepartmentally to enhance customer satisfaction, resolve client concerns. This role will be responsible for hiring and on-boarding staff all front office staff. This position collaborates with the Client Service Manager, Chief Operating Officer, Hospital Director and all hospital departments in continuous evaluation and improvement of front desk/client services operations.

• Management:
  • Direct supervision of Reception Supervisors, Assistant Supervisors and Client Service Assistants (all shifts - 24/7)
  • Recruitment for Client Service Area including medical records service area.
  • Manage General Hospital Calls (weekends and evenings)
  • Ensure excellence in client service with internal and external clients by providing job direction, coaching, training, and continuing education guidance.
  • Recommend, develop, and execute client service protocols to enhance customer service and increase efficiency.
  • Manage written policies (SOPs) with direct input in their development for front desk activities.
  • Partner with Client Service Director on the development of interdepartmental operations workflows to enhance efficiencies in communications between administrative and clinical teams.
  • Responsible for client reception department and team performance including all financial transactions, collections, internal services and client services (maintaining client service score NPS)
  • Interface with financial counselor/collections team to provide support to client’s financial needs.
  • Conduct monthly staff meetings in collaboration with department supervisors.
  • Oversee staff onboarding, retention, holiday, and on-call work schedules and training programs.
• Administrative:
  • Review and respond to client concerns, document in StringSoft.
  • Develop and deliver client service trainings.
  • Produce weekly/monthly/annual reports as directed for appointment data.
  • Identify gaps and inefficiencies in client services - time, cost, client - employee- student satisfaction, and escalate as appropriate
  • Special projects as assigned.
• Financial Management:
  • Responsible for all client financial transactions at Foster Hospital front desk.
  • Responsible for the collection of payments from clients by cash, check and credit cards. Ensure financial policies are enforced with internal controls. Direct staff ensure that security measures are in place security protocols followed.
  • Oversee the Care Credit Program.
  • Work with the Accounting staff to reconcile discrepancies and verify financial information.
  • Responsible for staff’s weekly payroll and managing over time.
• Reception Coordination: Provide and ensure staff compliance on department protocols and standards including:
  • Train & supervise staff to….
  • Welcome clients and patients to the Foster Hospital
  • Guide clients and patients as they arrive in the lobby and as they exit from clinical areas.
  • Serve as a liaison between clients and clinical services.
  • Register both scheduled and emergency client visits. Review and update client and patient information. Review the estimate with client and collect deposit. Request client signatures on required documents. Review hospital visitation, financial and discharge policies.
  • Coordinate discharges and drop-offs with clinical teams; give client finalized discharge report, medication and pet food as directed.
  • Complete day-end reconciliation of financial transactions.
  • Schedule follow-up appointments with clients.
  • Miscellaneous as assigned

What We're Looking For

Basic Requirements:
Knowledge and experience typically acquired by:

• High School Diploma or the equivalent or
• Bachelor's Degree
• five years related experience including customer-service and supervisory experience in a service-oriented environment or
• 1-3 years related experience
• 1-3 years proven experience establishing\maintaining excellence in customer service and hospitality, as well as implementing policies that improve client service
• 1-3 years direct staff supervision; development and training experience
• Two years accounting experience including reconciliations, invoicing, preparing and discussing estimate and payment options and policies with clients
• Strong computer skills with Microsoft Excel, Word, PowerPoint, Electronic Medical Records, Outlook and computer/phone-based communication systems such as Jabber, and soft phones.
• Strong writing and public speaking skills
• Certifications in office management, leadership development, coaching or client service areas. Knowledge of medical\veterinary terminology.

Preferred Qualifications:

• 1-3 years experience in an academic medical center
• Financial/insurance/claims experience

Pay Range

Minimum $30.65, Midpoint $36.40, Maximum $42.30

Salary is based on related experience, expertise, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.