Job description
Job Description
LEAD CSR
About Us
Broadview Animal Clinic is a unique animal clinic with a high volume of clients coming through our doors daily. We offer our clients the option of both walk-ins and appointments. Our mission statement is to provide quality care at affordable prices and that is something we strive to accomplish on a daily basis.
Job Summary
The Client Services Specialist is an invaluable member of the hospital team who works directly with a Hospital Manager and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through the animal hospital.
Salary Expectations
$19-$25/hour
Job Responsibilities
- Performs all duties of a Receptionist.
- Leads and coaches a team of Receptionist staff while ensuring that policies and protocols are followed at all times. Promptly address team member concerns, disagreements or poor performance, in collaboration with hospital management
- Delegates responsibilities to Receptionist staff to ensure efficient use of scheduled staff at all times, that all clients are being cared for properly and moving through hospital efficiently.
- Schedules all receptionist staff in accordance with hospital need and labor budget. Overseen by Hospital Manager.
- Participates in recruiting and hiring of all front office staff
- Responsible for the training and onboarding of new CSRs. Uses client service team in collaboration with HM to successfully onboard new CSRs.
- Oversees or assigns daily banking needs ensuring credit charges accounted for and daily cash deposits are made properly.
- Manages collections, sends invoices monthly, updates client accounts.
- Participates and leads portions of staff meetings as needed, leads department meetings
- Acts as a liaison between front office staff and the medical staff to ensure that questions and concerns are addressed in a timely manner. Works alongside hospital management to identify and address team member concerns.
- Addresses client concerns timely, and empowers CSRs to address client concerns effectively, while providing quality service and patient care
- Acts as Manager on Duty in absence of other hospital management
- Provides regular communication and input to Hospital Manager to keep him/her informed about site situations, staff, intern, and volunteer concerns, continuing or developing employee performance issues, client needs or issues, maintenance or supply needs, workload concerns etc.
Skills and Basic Qualifications
- Prior management experience preferred
- Along with a positive attitude and a high degree of energy, you will have excellent communication skills, the ability to lead and motivate a team of Client Services Staff and work effectively and efficiently in a fast paced environment.
- Ability to effectively handle and control upset clients.
- Must be able to handle the physical and emotional aspect of work in a veterinary hospital environment.
- Models a professional and courteous manner with staff and clients.
- Commitment to ongoing educational development and growth.
- Must have active listening, critical thinking, complex problem solving, time management, judgment and decision making skills.
NVA is a growing community of general practice clinics, emergency hospitals, equine practices, specialty hospitals, and pet resorts across five countries. Our doctors and animal care teams share best practices, medical knowledge, innovation, and insights. This collaborative approach allows each individual practice and pet resort to do what they do best: service their local community with compassionate, best-in-class care and medicine, to enhance the lives of the animals they love while backed by the support, stability, and leadership of NVA.
NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
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