Thrive Pet Healthcare

Description

Position at Thrive Miami

Veterinary Client Service Representative-Manager-Thrive Miami

Full-time

Thrive Miami promotes collaboration and best-in-class care.

The Client Services Manager (CSM) is responsible for providing leadership, expert guidance, supervision, oversight, and support for the client service team. The CSM is expected to create a culture focused on high-quality client care across all interactions regarding client services through the hospital’s Core Values. The CSM reports directly to the Hospital Administrator.

• Experience leading a client service team in veterinary medicine is required**

Primary Responsibilities

Veterinary Knowledge

• Maintains and uses an appropriate level of veterinary medical knowledge. Takes advantage of in-house educational materials and continuing education provided by the hospital.
• Maintains knowledge of the hospital’s programs, services, and protocols.

Employee Relations

• Develops and implements hospital protocols and procedures.
• Provides opportunities for continuing education to client care team.
• Ensures compliance with employee meal and rest break requirements.
• Organizes and executes successful training plans for new employees within the department.
• Ensures a successful and welcoming onboarding process for new hires.
• Manages concerns from the CSR and RC team as needed, even on unscheduled days

Management

• Oversees the Client Service Representatives and the Specialty/ER Referral Coordinators
• Consecutively balances CSR duties and Admin duties appropriately
• Prioritizes essential Admin duties to ensure timely completion
• Addresses and documents client and employee concerns.
• Creates content to discuss at meetings and records minutes
• Responsible for interviewing, training, and progress evaluations for all CSRs and RCs.
• Conducts time keeping duties for the department, including payroll and PTO tasks

Client Relations

• Demonstrates and exemplifies warmth, courtesy, and professionalism in all interactions.
• Drives the client experience through clear client communication and updates in all departments.
• Resolves client issues and ensures follow-up communication.
• Gives clients handouts and educational materials to clients (Trupanion, Care Credit, Scratchpay, etc)

Personal Conduct

• Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the Employee Handbook.
• Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
• Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
• Adheres to the posted work schedule. Arrives for work promptly and begins work at the start time. Follows hospital policies for reporting lateness or absences.
• Organizes work area and exercises time-management skills to maximize personal efficiency.
• Prioritizes tasks and handles multiple tasks in a calm, organized manner.

Safety

• Follows OSHA guidelines concerning safety and handling of hazardous materials

Additional Duties

• Attends departmental and staff-wide meetings.
• Continuously builds internal and external relationships with the community and Hospital Leadership.
• Responsible for the oversight of accounts receivable, daily deposits and reconciliation.
• Additional duties may be assigned as needed.

Thrive Pet Healthcare and is proud to offer industry-leading support for our Staff:

• Health benefits (vision, dental, and life insurance too)
• 401k w/employer match
• Annual Paid Time Off
• Additional family & furry care support options, including veterinary care discounts. · Check out our INDUSTRY leading benefits!!

Every Thrive Healthcare member receives:

• Paid Parental Leave- 8 weeks fully paid
• Purr-ental Leave- A 3-day leave to acclimate a shelter-adopted pet into your household
• Pet Perks- Discounts for up to five of your pets
• Carrot- Womens Health
• Bright Horizons- backup childcare, elder care, personal care
• Advanced career path opportunities

At Thrive Pet Healthcare, we celebrate and embrace the uniqueness and diversity of all of our team members, pet parents, and pets. We strive to create a diverse, equitable, and inclusive culture where all team members belong and feel empowered.