Client Service Supervisor

Client Service Supervisor

BluePearl Pet Hospital in NE Portland is looking for a talented Client Service Supervisor!

The Client Service Supervisor (CSS) guides the daily activities of the Client Service Coordinators (CSCs) under the direction of the Client Service Manager (CSM) and/or Practice Manager (PM).

The CSS is responsible for supervision and communication between CSCs, clients, primary care veterinarians (pDVMs), and the hospital team to deliver an exceptional client experience and team engagement.

Essential Responsibilities and Tasks:

• Live and exemplify the Five Principles of Mars, Inc. within self.
• Proactively promotes Associate engagement and a healthy hospital culture to drive associate retention.
• Partners with hospital leadership to create and maintain a high-performing client service team and an exceptional client and pDVM experience.
• Recruits, onboards and trains CSCs in collaboration with hospital leadership and support partners, and in accordance with BluePearl recruitment practices and hospital's parapay budget.
• Partners with leadership and support partners to coach CSCs through development and career pathing opportunities, assessments, compensation management, engagement, and retention.
• Schedules CSCs to provide optimal staffing in alignment with operational needs and budgeting guidelines.
• Builds positive internal relationships, models exemplary soft skill behaviors, and coaches effective client service, conflict resolution, and operational acumen to demonstrate high team performance and development.
• Partners with CSM/PM to produce regularly scheduled team meetings that ensure consistent understanding of new ideas and initiatives, protocol and policy changes, and ongoing feedback.
• Clearly communicates with CSCs in individual and group settings.
• Listens and communicates thoughtfully with hospital team, clients and DVMs for effective resolution of client and team concerns.
• Seeks new ways to improve the client experience and hospital's Net Promoter Score (NPS) through training opportunities, feedback from clients, DVMs, and hospital teams, and triages feedback in client review and survey platforms.
• Collaborates with hospital team to deliver seamless front-to-back of hospital communication to clients and Associates.

Supports resolution of escalated financial concerns as needed and ensures timely collection of payment to minimize accounts receivable.

Facilitates electronic medical record audits to ensure appropriate medico-legal documentation and release of medical records as needed.

Continuing Education & Career Development:

• Participates in a minimum of six (6) internal or external continuing education credit hours annually, preferably in leadership development.
• Completes all mandatory trainings assigned through BluePearl University.
• Additional job duties as assigned.
• Schedule Distribution: 50% CSC and 50% administrative, as staffing permits

Education/Experience:

High school diploma or equivalent required. 1-3 years' client service experience within a fast-paced veterinary hospital environment. 3+ years' client service experience in human healthcare, retail or hospitality-based industry strongly preferred. Mastery of Client Service Coordinator Level III experience requirements. Proven track record of supporting a high-performing client service team and an exceptional client and pDVM experience, with attention to engagement, collaboration with the hospital team and referring community, and client service issue resolution.

Qualifications:

Mastery of Client Service Coordinator Level III qualifications and competencies. Exhibits passion and skill for guiding others in support of an exceptional client experience. Demonstrated aptitude in the following Mars Leadership Competencies (MLCs): Directing Others, Fairness to Direct Reports, Functional/Technical Skills, Listening, Motivating Others.

Working Conditions:

Ability to stand or sit at a computer station for long periods of time. Occasionally exposed to airborne particles and illness from patients and chemicals related to animal care and office equipment. The noise level in the work environment is normally moderate. Environment where pets are present. The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Why BluePearl?

• Our passion is pets. We offer Trupanion pet insurance and discounts to our associates for pet treatments, procedures, and food.
• We encourage you to grow with us. Our technicians are leveled by their skillset and move up in level as they gain more skills and experience. We are focused on developing our associates into leaders through talent development programs and leadership workshops. As a member of Mars Veterinary Health, our associates have endless opportunities to advance in his/her career.
• In order to transform and lead the industry through innovative quality medicine and care, we understand the importance of continuous learning. We offer annual continuing education allowance, free continuing education sessions, our own BluePearl University for training, and our clinicians have access to over 2,000 medical journals.
• We value your health and well-being as an associate by providing you with the following:
  • Health, dental, vision, and life insurance options.
  • Paid paternity leave as well as employer-provided short-term and long-term disability.
  • Flexible work schedules.
  • Time to reset, rewind, and reflect through our paid time off and floating holiday plans.
  • Health and well-being resources to assist with stress management, mental health awareness, compassion fatigue, burnout, communication, and conflict management skills.
• We promote a family-like culture in our hospitals. We are all in this together. We believe in working together to lead the industry by enriching lives through remarkable care for pets.

BluePearl is committed to a diverse work environment in which all individuals are treated with respect and dignity. We are an equal opportunity employer and you will receive consideration for employment without regard to race, color, national origin, religion, creed, sex, age, disability, genetic information, marital status, citizenship status, sexual orientation, or gender identity or expression, protected veteran status, or any other characteristic protected by law. If you need assistance or accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request. We are an Equal Opportunity Employer and a Drug-Free Workplace.