Manager of Client Support Services

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 position is responsible for managing the operations of the hospital services assigned, in partnership with the Director of Operations and the supervisors in those services.

Additional duties will include managing and developing supervisors who oversee the assigned services, responsibility for financial performance, service metrics, and the efficiency of practices at all stages of the patient journey. This position will collaborate across the Veterinary Medical Center (VMC) with multiple service leaders to problem-solve and implement organizational priorities, as well as perform other duties as assigned. The specific duties and work schedule may vary based on VMC needs.

Job Responsibilities

50% - Projects related to operational workflow, standard practice and revenue

• 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
• Responsible for ensuring all services and supplies are charged for according to hospital fee schedule, and following VMC policy
• Partner with clinicians to evaluate and implement a variety of 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 that service functions assigned to individuals or teams are performed in a timely, efficient effective manner
• Managerial duties include supervisory, budgeting, accountability for fiscal performance and planning
• 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 Director

50% - Supervision

• Manage and lead supervisors who may oversee approximately 15-20 direct resorts
• Identify and recognize staff contributions
• Facilitate conflict resolution and hold others accountable for their interpersonal impacts as well
• 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
• Is aware of clerical duties and workflow within the assigned services
• 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
• Approach collaboration with whole system thinking.
• 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 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 supervisor
• 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 team cooperation
• 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…