ACCESS San Fernando Valley is seeking an experienced Client Care Manager to join our growing team!
Are you a passionate people-person who thrives in a fast paced, pet loving environment? Do you excel at leading teams and creating exceptional client experiences? If so, we would love to have you join our dedicated team and be a key part of our mission to provide outstanding care for pets and their pet parents!
We promote an emotionally intelligent work environment and a positive work/life balance. We invest heavily in our employees with many opportunities for growth and development! We offer outstanding benefits including medical, dental, vision, matching 401(k), PTO, paid parental leave, continuing education, generous pet discounts, and much more!
Salary - $66K to $71K/yearly, dependent upon experience
Job Purpose:
Set standards for, support, and enforce quality control within the Client Care department
Provide primary point of contact through which all client care questions, comments, concerns, and issues can be handled
Provide training to Client Care Team in an effort to improve service offerings to clients as well as streamline communication within the hospital
Duties and Responsibilities:
Oversee the individuals working within the Client Care department to ensure their work product is excellent
Oversee auditing of all records for patients that have been checked in to ensure consistency and quality control
Receive, review, and resolve problems or concerns brought up regarding the performance of the front desk staff
Responsible for handling all high-level client / doctor grievances after Client Care Assistant Manager has attempted resolution
Oversee training of new and existing staff and / or direct Client Care Assistant Manager and / or Shift Supervisor to follow through on training of individuals
As needed, perform employee counseling, reprimands, or give accolades. Provide guidance and direction to Client Care Team Members, including setting performance standards and monitoring performance
Review and interview any appropriate applicants
Conduct and schedule all regular Client Care meetings verifying that all action items from each meeting are handled before eliminating them from the list of Items to Complete
Motivate and inspire the front desk staff and doctor’s assistants to provide high quality care to the patients and clients of ACCESS, while working to ensure that actions support the hospital, doctors, and the hospital principles of Quality, Integrity, Compassion, and Service
Qualifications:
Must have detailed knowledge of the Client Care job functions and workflow systems
Must possess excellent communication and leadership skills
Must have at least 3 years of prior Veterinary Hospital Management and / or Leadership experience
Experience leading a team of 20 or more staff members
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.