Manager of Client Support Services

About the role

The Manager of Client Support oversees the day-to-day operations and systems within the VMC, ensuring a high standard of client care is maintained throughout the patient’s journey while meeting the tripartite mission of teaching, research, and service. The position involves project management and support for supervisors in fulfilling service and teaching duties. This role manages the operations of the hospital services assigned, in partnership with the Director of Operations and the supervisors in those services. Additional duties include managing and developing supervisors, responsibility for financial performance, service metrics, and the efficiency of practices at all stages of the patient journey. This position collaborates across the Veterinary Medical Center (VMC) with multiple service leaders to problem-solve and implement organizational priorities.

Responsibilities

• Projects related to operational workflow, standard practice, and revenue (50%):
  • Understand information systems and processes in the Small Animal (SA) Hospital and use them effectively, efficiently, and knowledgeably.
  • Engage with services and departments across the College of Veterinary Medicine (CVM) using positive leadership principles.
  • Represent the units assigned in critical managerial meetings.
  • Ensure all services and supplies are charged according to the hospital fee schedule and follow VMC policy.
  • Partner with clinicians to evaluate and implement customer service needs as they arise.
  • Maintain and track inventory of medical equipment and instruments.
  • Work with the Director to determine authority and decision-making responsibilities.
  • Improve communication flow between all employees, clients, and hospital customers.
  • Ensure service functions assigned to individuals or teams are performed in a timely, efficient, and effective manner.
  • Assist in coordinating activities within the outpatient receiving services.
  • Build client-facing processes that fit with clinical practices and prioritize patient care.
  • Write SOPs with the Section Heads as needed.
  • Monitor the budget as delegated by the Director.
• Supervision (50%):
  • Manage and lead supervisors who may oversee approximately 15-20 direct reports.
  • Identify and recognize staff contributions.
  • Facilitate conflict resolution and hold others accountable for their interpersonal impacts.
  • Disseminate all necessary information to supervisors, who in turn disseminate to staff.
  • Conduct performance reviews for assigned employees.
  • Train teams in standard operating procedures (SOPs) as needed.
  • Continuously improve service delivery, helping the VMC thrive in a competitive environment.
  • Suggest efficiencies and help develop new initiatives.
  • Maximize productivity within the services in collaboration with patient support managers.
  • Assist supervisors with coaching, progressive discipline, and grievances as necessary.
  • Provide feedback to supervisors on performance, complete probationary/annual performance evaluations.
  • Assist supervisors with the hiring, development, and discharging of employees assigned to the area.
  • Work with other leaders to provide coverage during vacations, illnesses, and cross-training programs.
• Interpersonal Skills:
  • Provide excellent customer service to staff, colleagues, clients, and supervisors.
  • Maintain a positive attitude and work as a team player across services within the VMC to achieve goals.
  • Use time efficiently, take initiative, and proactively address departmental and hospital needs.
  • Work with students, staff, clients, and clinicians in a respectful and positive manner.
  • Enhance communication, manage conflict, promote safety, and encourage team cooperation.

Work Environment

This work is performed on-site at The University of Minnesota Veterinary Medical Center and requires daily visibility with the teams. Hours of work are Monday - Friday, 8:00 a.m. - 4:30 p.m. Occasionally, hours are adjusted to accomplish the work.

Immediate supervisor: Director of Operations.

Qualifications

• Required Qualifications:
  • Bachelor's degree and at least six years of experience.
  • Strong interpersonal skills.
• Preferred Qualifications:
  • Expertise in using data to inform decisions, managing to KPIs, project management, and billing.

Pay

Pay Range: $85,000 - $96,000 annually, depending on education, qualifications, and experience.

Benefits

• 100% time appointment for Faculty and P&A Staff.
• Comprehensive benefits package, including:
  • Competitive wages, paid holidays, and generous time off.
  • Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program.
  • Low-cost medical, dental, and pharmacy plans.
  • Healthcare and dependent care flexible spending accounts.
  • University HSA contributions.
  • Disability and employer-paid life insurance.
  • Employee wellbeing program.
  • Excellent retirement plans with employer contribution.
  • Public Service Loan Forgiveness (PSLF) opportunity.
  • Financial counseling services.
  • Employee Assistance Program with eight sessions of counseling at no cost.
  • Employee Transit Pass with free or reduced rates in the Twin Cities metro area.