Client Services Supervisor - Client Services-18001486

Location
Grafton, MA
Posted
Aug 10, 2018
Institution Type
Four-Year Institution


Job Description

Client Services Supervisor - Client Services-18001486
Description


The Henry and Lois Foster Hospital for Small Animals provides 24-hour care for pets 365 days of the year. Since 1979, 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 Large and Small Animal Hospitals, includes Reception (HLA and SAH front desks), Client Liaisons, Switchboard 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 and the Hospital for Large Animals.

The Client Service Supervisor (Liaisons) directly oversees the daily operations and staff of the Liaison department and indirectly the first and second shift Switchboard staff and Switchboard daily operations. This position is a working supervisor; up to 70% of the work week will be spent covering shifts in the liaison and switchboard departments. The supervisor works as part of an integrated care team to provide high quality administrative support and service to external and internal customers. Primary responsibilities are covering shifts within the liaison and switchboard department modeling best practices in client interaction to staff, providing strong leadership, professionally developing teams, motivating and coaching staff to be a highly effective customer service team, initiating and managing improvement initiatives, creating strong relationships with staff, faculty, house officers and technicians. This position works in collaboration with supervisor peers, the Client Service Manager, the Associate Medical Directors, the Hospital Administrator and Hospital Medical Director in continuous evaluation and improvement on procedures.


Qualifications

Basic Requirements:

High School Diploma or the equivalent with 5 years related experience including customer service and supervisory experience in a service-oriented environment OR Bachelor’s degree plus 3 years related experience. Strong computer skills with Microsoft Excel, Word, PowerPoint, Electronic Medical Records (EMR), Outlook. Strong writing and public speaking skills. 3 years proven experience in leadership, team development, establishing/maintaining excellence in customer service and hospitality, as well as implementing policies that improve client service. 3 years direct staff supervision, development and training experience. 2 years’ experience in a call center or related area.



Preferred Qualifications:

3+ years of experience in a related veterinary or human medical field. Bachelor’s degree in related field. Certifications in office management, leadership development, coaching or client service areas. Knowledge of medical/veterinary terminology. Experience in telecommunication implementation.



Special Work Schedule Requirements:

Schedule includes rotational weekend on-call (Saturdays) and rotational holiday coverage. Some alternate hours may be required for shift coverage, meeting attendance or training sessions.This position is considered essential and is therefore required to report to work as scheduled during emergency closings.



An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.

Equal Opportunity Employer – minority/females/veterans/disability/sexual orientation/gender identity


Primary Location: United States-Massachusetts-Grafton
Job: Administrative Support
Organization: Foster Hosp - Cummings-Vet
Employee Status: Regular
Schedule: Full-time
Job Posting: Aug 9, 2018, 12:26:13 PM

PI103787973

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