Veterinary Client Service Manager

Summary

Positions provide leadership, expert guidance, supervision and oversight for the client service team for the veterinary hospital. Are responsible for creating a culture focused on high quality client care across all interactions regarding client services and client care ranging from one-on-one communications with external and internal clients, staff and volunteers. Train staff and serve as the point of contact with other staff, students, and clinicians. Considered as an expert in handling patient information; providing specific customer services which may include handling patient phone calls, scheduling appointments, providing information, and transferring calls. Are responsible for the oversight of accounts receivable.

Examples of Work

Job functions are specific duties that would be included in the essential functions of the job description. These functions are not all-inclusive nor do they cover the full extent of the duties performed.

• Is responsible for interviewing, hiring, orientation, training, evaluation and general supervision.
• Provides employee counseling, develops work plans and performs disciplinary actions when necessary.
• Shares expertise and acts as a supervisor. Instructs as needed regarding scheduling, reporting, and communication.
• Responds to questions directly within the scope of the position. Is responsible for investigating errors or issues that may arise. Investigates customer complaints and works to resolve client concerns. Counsels clients who are upset.
• Recommends operational changes and facilitates policy and procedures changes as needed. Must be subject matter expert and be able to perform the duties of all positions supervised.
• Furnishes input for budget planning and oversees the budget for the area.
• Ensures clients have been provided all necessary paperwork and directions for their appointment.
• Offers clients assistance as needed whenever possible.
• Documents all client correspondence in the Hospital Information System. Extracts and sends requested information from the medical record when requested. Ensures staff is inputting information into the medical record accurately.
• Educates owners about services by describing in detail the different services, procedures, and technology that are available. Informs owners about current clinical trials that are offered.

Education and Experience

Associate’s degree and four years of relevant experience; or a high school diploma or equivalent and six years of relevant experience. Appropriate college coursework or vocational/technical training may substitute an equivalent rate for the required experience.

Licensure and Certification

None.

Supervision

Receives general instructions and directions. Detailed and precise instruction is outlined in service protocols and procedures. Direction is outcome based. Meets regularly with supervisor to review performance, procedures, policies, and goals.

Provides general supervision and oversight of receptionists, client service representatives, other personnel services, students, and support staff. Instructions are both written and oral.

To see common career pathways for each position at the University of Florida please visit the Career Paths section of the UFHR website.