Large Animal Client Services Supervisor

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Job Posting Title:

Large Animal Client Services Supervisor

   

Position Type:

Professional / Unclassified

   

Department:

LSUAM VetMed - VTH - Admin - Hospital Operations - LA Client Services (Katelyn Downey (00052920))

   

Work Location:

Veterinary Medicine

   

Pay Grade:

Professional Hourly

   

Job Description:

As a Client Service Supervisor, this incumbent will play a pivotal role in ensuring the seamless operation of our Large Animal client service team at the Veterinary Teaching Hospital (VTH). This dynamic position has a strong focus on mentorship, coaching, and driving cultural change within the organization. You will be at the forefront of managing relationships with clinicians, understanding and performing day-to-day functions, and developing strong connections with referral veterinarians, and have direct oversight of our billing operations. Your ability to handle frontline internal and external customer issues will be crucial in maintaining excellent client satisfaction.

30% Lead, motivate, and develop a high-performing client service team. Provide ongoing training and mentorship to team members to enhance their skills and knowledge. Conduct regular team meetings and solicit feedback for continuous improvement. Drive cultural change within the client service department to foster a collaborative and customer-centric environment. Identify areas for improvement and implement strategies to enhance team efficiency and effectiveness. Promote a positive and inclusive workplace culture through effective communication and leadership. Serve as a working supervisor and provide direct support to the team.

20% Oversee the client billing process to ensure accuracy and efficiency. Responsible for direct oversight of the monthly billing process and manage the collection process at different stages to optimize cash flow. Monitor accounts for timeliness of payment, and prepare delinquent accounts to submit to the state's collection agency, ensuring compliance with regulations and timelines. Implement and maintain best practices for timely invoicing and payment reconciliation. Generates monthly accounts receivable reports for VTH administration. Negotiate payment with Corporate Account holders.

15% Gain a deep understanding of scheduling processes to optimize appointment bookings and manage client expectations. Collaborate with scheduling team member(s) to streamline processes and improve overall efficiency. Implement strategies to address scheduling challenges and ensure optimal utilization of resources.

15% Collaborate with clinicians to ensure timely closure of bills and adherence to billing policies. Follow up with clinicians to address billing discrepancies and maintain a collaborative relationship. Work closely with clinicians to understand their needs and preferences in client interactions. Facilitate communication between client service and clinical teams to ensure a coordinated approach to patient care. Act as a liaison between the client service department and other clinical support functions. Cultivate relationships with referral veterinarians to enhance business partnerships. Ensure timely delivery of records and discharge summaries to the referral veterinarian, maintain and update referral veterinarian information to ensure effective and consistent communication, and provide information and feedback in regards to customer facing activities to the VTH administration. 

10% Act as the point of escalation for complex customer issues, both internal and external. Address client inquiries and concerns related to the front desk with a focus on maintaining positive relationships. Resolve issues promptly, ensuring a positive client experience. Implement strategies to prevent recurring problems and improve overall customer satisfaction. Escalate complex issues to upper administration.

10% Other duties as assigned 

Minimum Qualifications:

Bachelor's with 3 years of experience.

Specific experience: 3 years of experience in a leadership role with direct supervisory duties.

LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply— a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Preferred Qualificat