Manager of Client Support Services
Listed on 2026-08-26
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Management
Healthcare Management, Operations Management
About the Job
The Manager of Client Support oversees the day-to-day operations and systems within the VMC, ensuring a high standard of client careis maintained throughout the patient’s journey while meeting thetripartite mission of teaching, research, and service. The positioninvolves project management and support for supervisors infulfilling service and teaching duties. This position is responsible for managing the operations of the hospital servicesassigned, in partnership with the Director of Operations and the supervisors in those services.
Additional duties will include managing and developing supervisors who oversee the assignedservices, 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 toproblem-solve and implement organizational priorities, as well asperform other duties as assigned. The specific duties and work schedule may vary based on VMC needs.
- Understand information systems and processes in the Small Animal (SA) Hospital and use them effectively, efficiently andknowledgeably
- Engage with services and departments across the College of Veterinary Medicine (CVM) using positive leadership principles
- Represent the units assigned in critical managerialmeetings
- Responsible for ensuring all services and supplies are chargedfor according to hospital fee schedule, and following VMCpolicy
- 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 teamsare performed in a timely, efficient effective manner
- Managerial duties include supervisory, budgeting,accountability for fiscal performance and planning
- Assist in coordinating activities within the outpatientreceiving 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
- Manage and lead supervisors who may oversee approximately 15-20direct resorts
- Identify and recognize staff contributions
- Facilitate conflict resolution and hold others accountable fortheir interpersonal impacts as well
- Disseminate all necessary information to supervisors, who inturn disseminate to staff
- Conduct performance reviews for assigned employees
- Train teams in standard operating procedures (SOPs) asneeded
- Is aware of clerical duties and workflow within the assignedservices
- Continuously improve service delivery, helping the VMC thrivein 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, completeprobationary/annual performance evaluations
- Assist supervisors with the hiring, development and dischargingof employees assigned to area
- Work with other leaders to provide coverage during vacations,illnesses, and cross training programs
- 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 addressdepartmental and hospital needs
- Work with students, staff, clients and clinicians in arespectful and positive manner
- Enhance communication, manage conflict, promote safety and teamcooperation
- This work is performed on site at The University of Minnesota Veterinary Medical Center, and requires daily visibility with theteams.
- Hours of work are Monday - Friday 8:00 a.m.
- 4:30 p.m. - O…
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