Client Services Manager

About the role

The Client Services Manager provides leadership, operational oversight, and strategic direction for client service functions of the Veterinary Teaching Hospital (VTH). Primary focus is ensuring an excellent experience for clients, referring veterinarians, and veterinary students in a complex academic medical environment.

Responsibilities

• Ensures an excellent experience for clients, referring veterinarians, and veterinary students in a complex academic medical environment.
• Overseeing all front-of-house operations including patient scheduling, managing referrals, patient receiving and discharge, processing client payments, client and referring DVM communications, and call center operations.
• Overseeing all aspects of fiscal management for the VTH including accounts receivable, accounts payable, cash controls, accurate client billing, establishing payment plans, and overseeing the month-end closing process.
• The Veterinary Teaching Hospital operates 24 hours a day, 365 days a year and provides primary and emergency service to patients within a 35-mile radius of Blacksburg who are not under the care of a local veterinarian. Specialty services are available to clients whose primary care veterinary has initiated a referral.
• Serves as a critical member of the VTH team and supports the mission of providing excellent service to clients who seek clinical care for their animals.

Requirements

• Bachelor’s degree in business, healthcare administration, communications, or related field, or directly relevant experience may be considered.
• Previous experience in client services, human healthcare or veterinary medicine operations, or practice/hospital administration.
• Previous experience in a high-volume, client-facing environment involving scheduling and financial transactions.
• Prior supervisory experience; strong leadership and team building skills including the ability to motivate, coach and hold staff accountable in a fast-paced environment.
• Experience in conflict resolution and dealing with client complaints; managing stressful situations involving angry, grieving, or financially constrained pet owners.
• Excellent communication and interpersonal skills; ability to communicate complex information clearly and empathetically to diverse audiences including clients, clinicians, students, staff, and administrators.
• Outstanding customer service skills and the ability to manage challenging conversations with composure and professionalism.
• Willingness to work on-site in a client-facing environment with frequent interaction with animals and clients.
• Willingness to work a flexible schedule as needed depending on staffing and operational needs.

Qualifications

• Functional familiarity with veterinary hospital information systems (i.e. practice management software, electronic medical records).

Skills

• Strong leadership and team building skills.
• Excellent communication and interpersonal skills.
• Outstanding customer service skills.
• Conflict resolution and handling client complaints.
• Managing stressful situations involving clients.
• Flexibility and adaptability to work in a fast-paced environment.

Benefits

• Criminal conviction check requirement.

Pay

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Schedule

Exempt: Not eligible for overtime.

Additional Information

• The successful candidate will be required to have a criminal conviction check.