Client Service Manager – Shreiber School of Veterinary Medicine of Rowan University

Client Service Manager – Shreiber School of Veterinary Medicine of Rowan University

 

Work type: Full-Time

Location: Glassboro, New Jersey 

Categories: School of Veterinary Medicine 

 

Position Summary:

The Shreiber School of Veterinary Medicine (SSVM) of Rowan University is seeking an experienced Client Service Manager, with a strong background in leadership, to join our team and support in the development of our teaching hospital. The Client Service Manager will directly supervise Client Service Representatives, Client Liaisons and additional client-focused roles within a veterinary teaching hospital setting. Our ideal candidate will be innovative, driven and adaptable to help support and develop our hospital and its programs. The Client Service Manager will be responsible for overseeing daily workflow, as well as integrating best practices and collaboration across services while providing leadership support and guidance. This is a 35 hour per week, salaried (exempt) position.

The Client Service Manager will report to the Director of Veterinary Medical Services.

 

Essential Duties and Responsibilities:

• Leadership & Mentoring:

• • Provides leadership, expert guidance, supervision and oversight for the client service team.
  • Develops and is committed to creating a positive culture among the team.
  • Encourages collaboration between all aspects of hospital services to ensure high-quality patient care.
  • Creates and manages schedules for client service team, including time off.
  • Mentors and teaches client service team to provide an exemplary experience for pet parents and patients throughout the hospital.
  • Serves as a member of the Hospital Leadership Team and collaborates with leaders in other services/departments (Technicians, Facilities, etc.) when needed.
  • Collaborates with Hospital Leadership, HR team and applicable Bargaining Unit to ensure that regular performance evaluations are completed on a yearly basis.
  • Serves as supervisor to services without a formal supervisor (e.g. service lead) and when there is a change in leadership within the service (e.g. vacant supervisor position).
  • Partners with Hospital Leadership, HR team and applicable Bargaining Unit to provide employee feedback when needed.
  • Works collaboratively with services to understand workflow and operational opportunities. 
  • Coordinates and organizes monthly client service team meetings.

• Recruitment & Retention:

• • Collaborates with Hospital Leadership and HR department to develop proactive recruitment and retention strategies to attract, hire, and retain talent.
  • Coordinates hiring and posting positions utilizing existing and new platforms.
  • Develops job descriptions and supports Hospital Leadership in updating these on an as-needed basis directly correlated to the growth of the hospital.
  • Oversees and develops career paths for client service team.
  • Ensures that we provide a positive learning environment to attract future talent.

• Patient & Client Care:

• • Ensures the client service team provides excellent communication, service, and client care.
  • Identifies opportunities for enhanced client care through training, resources, and development of checklists and/or standard operating procedures.
  • Directs, mentors, and advises the client service team to provide optimal client and patient care throughout the hospital.
  • Establishes daily workflow for client service team to create efficient processes.
  • Manages and filters client grievances with support from the Director of Veterinary Medical Services and Veterinary Technician Manager.

• Knowledge and Learning:

• • Ability to perform all the necessary functions of a client service representative to the highest standards including managing appointments, handling phone inquiries, billing procedures, maintaining patient records, and educating clients on veterinary services, all while demonstrating empathy and understanding for the human-animal bond. 
  • Oversees client service team development and encourages continuing education as well as other growth opportunities.
  • Develops written, standardized protocols for the veterinary teaching hospital directly related to client service that will provide uniformity across services.
  • Develops detailed training manuals to onboard new client service tea