Client Services Assistant Supervisor

Overview

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 Small Animal Hospitals, 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 Supervisor (Reception) is responsible for overseeing the daily operations of the Client Service Assistants to ensure that the team provides optimum client service and care. This position will be a working supervisor; the work week will be spent overseeing shifts at the small animal hospital front desk and general calls, performing all department responsibilities while modeling best practices and engaging, training and coaching staff to best performance while developing strong relationships with internal and external clients. The Client Services Assistant Supervisor is responsible for upholding department protocols, ensuring adequate shift coverage, resolving involved client concerns, and, while on shift coverage, provide staff with job direction and support. This position collaborates with the Client Services Assistant Manager and Manager, Hospital Administrator, Medical Directors, Financial Coordinator and all hospital departments in continuous evaluation and improvement of Hospital Operations.

• Assistant Supervision:
  • Assist in the supervision of Client Service Assistants (reception).
  • Oversee hospital general calls (weekends and evenings, while on shift).
  • Ensure excellence in client service for internal and external clients by providing staff with job direction, training and support.
  • Ensure that staff are following the employee code of conduct protocols with all Hospital personal.
  • Recommend, and assist with developing and maintaining reception protocols designed to enhance customer service, increase efficiency and enhance work-life for the staff.
  • Provide conflict resolution both internally and externally.
  • Uphold and manage hospital policies (SOPs).
  • Assist in scheduling monthly staff meetings.
  • Oversee staff onboarding, holiday, and on-call work schedules.
  • Assist with staff weekly schedule (Sling) ensuing PTO policy is followed and all shifts have adequate coverage.
  • Respond to client concerns, document in StringSoft.
  • Work collaboratively with the Client Service Assistant Manager (reception) and Client Service Manager to create team coherence and strengthen working relationships.
  • Participate in professional development.
• Reception Coordination: Provide and ensure staff compliance on department protocols and standards including:
  • Welcome clients and patients to the Small Animal 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.
• Financial Management:
  • Oversee shift client financial transactions at SAH front desk.
  • Responsible for the accurate collection of payments from clients by cash, check and credit cards. Ensure financial policies are enforced with internal controls. Direct staff ensuring that security protocols are followed.
  • Work with the Accounting staff to reconcile discrepancies and verify financial information.
• Miscellaneous - Other duties as assigned by Manager and Medical Directors
• This is a fulltime (35 hour) position, weekly schedule: Sunday, Tuesday, Thursday and Friday. This position is required to work on rotating holidays and on call-weekends on a rotating schedule.

What We're Looking For

Basic Requirements:
Knowledge and experience typically acquired by:

• High School Diploma or equivalent or
• Minimum of three (3) years of related experience in a service-oriented environment, including customer service and experience leading and guiding teams in a shift leadership capacity (with High School Diploma) or
• At least three (3) years of proven experience delivering and maintaining excellence in customer service and hospitality, with experience supporting or implementing policies and practices that enhance the client experience.
• At least one (1) year in a supervisory role, one (1) year experience in an academic medical center.
• Strong interpersonal, communication, and leadership skills, with the ability to coach, support, and guide team members effectively.

Preferred Qualifications:

• Bachelor's Degree
• Minimum of two (2) years of related experience (with Bachelor's Degree)
• Knowledge of medical\veterinary terminology.
• Certifications in office management, leadership development, coaching or client service areas.

Pay Range