Position Title: Manager of Client Services

Reports to: Hospital Director
Department: Client Services

Status: Full-time, Permanent

Position Summary

The co-managers of Client Services will report to and support the Hospital Director in leading the Client Services team to deliver exceptional patient and client care to ensure all feel welcomed and cared for. They will oversee the Client Services department and is responsible for setting an example of high-level client care and teamwork at Pulse Veterinary Specialists & Emergency.

The co-managers will support the Client Services team, all emergency and specialty teams including Cardiology, Dentistry, Neurology, Ophthalmology, Radiology, Surgery, Anesthesia and Internal Medicine.

The ideal candidate values maintaining a collegial working culture and prioritizes embracing the strategy, commitments, and goals of the organization.

As a 24-hour emergency facility, this position will require shift work (days, nights, weekends, and holidays).

Duties and Responsibilities

Client Services:

• Delivers exceptional client care.
• Creates a welcoming environment for patients and clients.
• Greets patients and their owners as they arrive.
• Responds to incoming emergencies.
• Answers and triages incoming telephone calls.
• Manages email correspondence including client and referral inquiries, as well as internal messages.
• Performs housekeeping duties to maintain the cleanliness of reception and common areas. Ensures internal and external hospital cleaning schedules are followed.
• Admits and discharges patients.
• Coordinates and processes end-of-life care for patients and their families.
• Prepares estimates, invoices, and processes payments.
• Follows all SOPs to support smooth hospital operations.
• Follows all federal and provincial animal health laws and regulations regarding workplace health and safety.
• Openly and proactively communicates updates to the Hospital Director and other department team members. Prioritize interdepartmental synergy by maintaining open lines of communication with other departments.

Administration and Scheduling:

• Manages scheduling for Client Services team members including developing and communicating schedules, reviewing timesheets. Arranging appropriate coverage for vacations and sick time,
• Approving timesheets in a timely manner.
• Act as the liaison with pet insurance, including the appeal process and cremation companies.
• Ordering of morgue supplies.

People Management and HR Support:

• Oversees the day-to-day general management of the Client Care team members.

• Manages Client Care recruitment and hiring efforts and to interview internal and external candidates, perform reference checks, facilitate job shadowing, make recommendations for hiring, extend offer letters, and coordinate new hires with Hospital Director.
• Develop training materials for the Client Services Team
• Liaises with Hospital Director, and human resources to manage employee matters including performance management and conflict resolution within the team.

Other duties may be assigned as required.

Qualifications

The ideal candidate will have:

Education and Experience

• Minimum five (5) years of experience in customer service, with at least two (2) of those years in a senior-level position (ideally in a medical or hospitality setting).
• Experience working with veterinary computer software
• Previous experience in a supervisory role is considered an asset.
• Post-secondary education is considered an asset.

Knowledge, Skills, and Abilities

• Demonstrated ability to lead, motivate, and develop teams.
• Exceptional interpersonal, verbal, and written communication skills.
• Proven active listening and problem-solving skills.
• Understands how to communicate difficult/sensitive information professionally.
• Strong time management and organizational skills including the abilities to plan, coordinate, multi-task, and prioritize.
• Strong initiative and desire to be an integral key player in the growth and maturation of the Pulse team.
• Intrinsic desire to grow personally and professionally.

Company Benefits

Pulse employees receive:

• Competitive compensation package
• Personal pet discounts
• Uniform allowance
• Health benefits
• Paid time off
• Opportunities for growth and professional development
• Access to a diverse team with varied experience and knowledge