Client Service Manager

Client Service Manager

VCA Colonial Animal Hospital is a 14 doctor hybrid specialty hospital located in the heart of the finger lake region in Ithaca, NY. We are currently seeking a Client Service Manager to assist with the development of our client service area.

The CSR manager will work in conjunction with the Hospital Manager, Director and Medical Director to cultivate and maintain a successful hospital. Primary- oversight of day to day activities related to staff and client service needs, register management, billing, CSR staff recruiting, training and development, scheduling, policy implementation, client management, assist in the implementation of new programs.

The expectation of this position is 50% office work and 50% floor training, mentoring, building morale, and assisting teams. 5 day work week, not assigned to shift work.

As the Client Service Manager, the ideal candidate will be professional, courteous, with excellent written and verbal communication skills. Will ensure a "Respectful Workplace Policy" is followed by all team members. Candidate must possess effective listening skills. Willing to adapt to change. Promotes growth and talent. Builds a strong client satisfaction rating from our clients. Follow through, efficiency, and ability to multi-task are very important and must possess a strong work ethic.

• Oversee client flow to insure clients and patients are being seen and treated in a professional, timely manner
• Function as a mentor to staff by providing guidance with developing interpersonal skills while working in an ever-evolving environment.
• SOP development
• Practice Program oversight, Care Credit, Trupanion, MyVCAapp,
• Assist in recruiting, job posting, interviews, hiring, and orientation process
• Complete staff performance reviews
• Disciplinary action, Terminations, Training, Education, Developing of staff
• Supervise staff to assure each job is being effectively handled
• Employee policy enforcement
• Employee relations and communications
• In conjunction with supervisor oversee time off requests and scheduling
• Oversight of DVM on call production/timecard
• Organize and conduct regular staff meetings
• Modify and update systems and procedures wherever needed to better serve clients, patients, the practice, and employees
• AR, Promissory, Collection process
• Responsible for administration and review of non-medical complaints
• Manage client receivables - statements and calls for payment
• Assist in the review of bills for hosp patients, calculation of any discounts and other special accounts
• Sort and process daily mail
• Oversee or troubleshoot daily register and credit card reconciliation

• Associate degree, BS in Management
• A minimum of 3 years' experience in a leadership position.
• In-depth knowledge of outstanding written and verbal communication skills.
• Problem-solver with excellent time-management abilities.
• Proven experience with managing multiple team members
• Excel, word and power point necessary
• Veterinary Hospital experience strongly encouraged

• Competitive compensation package
• Continuing education allowance
• Regional continuing education
• Medical/Dental/Vision
• Vacation/Sick/Paid Holidays
• Bereavement Leave
• Long and short term disability
• Opportunity for advancement and growth
• Woof University-online training
• 401k
• Pet Discount Plan
• Parental leave
• VIP Discount Plans
• Term Insurance
• Optional Voluntary Plans
• Health Savings Account
• Flexible Spending Account
• Dependent Flexing Spending Account
• Group Legal Plan
• Identity Protection
• Health Advocate Program
• Salary range 58,000 - 65,000