Client Service Manager – Shreiber School of Veterinary Medicine of Rowan University
Work type: Full-Time
Location: Glassboro, New Jersey
Categories: School of Veterinary Medicine
Position Summary:
The Shreiber School of Veterinary Medicine (SSVM) of Rowan University is seeking an experienced Client Service Manager, with a strong background in leadership, to join our team and support in the development of our teaching hospital. The Client Service Manager will directly supervise Client Service Representatives, Client Liaisons and additional client-focused roles within a veterinary teaching hospital setting. Our ideal candidate will be innovative, driven and adaptable to help support and develop our hospital and its programs. The Client Service Manager will be responsible for overseeing daily workflow, as well as integrating best practices and collaboration across services while providing leadership support and guidance. This is a 35 hour per week, salaried (exempt) position.
The Client Service Manager will report to the Director of Veterinary Medical Services.
Essential Duties and Responsibilities:
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- Provides leadership, expert guidance, supervision and oversight for the client service team.
- Develops and is committed to creating a positive culture among the team.
- Encourages collaboration between all aspects of hospital services to ensure high-quality patient care.
- Creates and manages schedules for client service team, including time off.
- Mentors and teaches client service team to provide an exemplary experience for pet parents and patients throughout the hospital.
- Serves as a member of the Hospital Leadership Team and collaborates with leaders in other services/departments (Technicians, Facilities, etc.) when needed.
- Collaborates with Hospital Leadership, HR team and applicable Bargaining Unit to ensure that regular performance evaluations are completed on a yearly basis.
- Serves as supervisor to services without a formal supervisor (e.g. service lead) and when there is a change in leadership within the service (e.g. vacant supervisor position).
- Partners with Hospital Leadership, HR team and applicable Bargaining Unit to provide employee feedback when needed.
- Works collaboratively with services to understand workflow and operational opportunities.
- Coordinates and organizes monthly client service team meetings.
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- Collaborates with Hospital Leadership and HR department to develop proactive recruitment and retention strategies to attract, hire, and retain talent.
- Coordinates hiring and posting positions utilizing existing and new platforms.
- Develops job descriptions and supports Hospital Leadership in updating these on an as-needed basis directly correlated to the growth of the hospital.
- Oversees and develops career paths for client service team.
- Ensures that we provide a positive learning environment to attract future talent.
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- Ensures the client service team provides excellent communication, service, and client care.
- Identifies opportunities for enhanced client care through training, resources, and development of checklists and/or standard operating procedures.
- Directs, mentors, and advises the client service team to provide optimal client and patient care throughout the hospital.
- Establishes daily workflow for client service team to create efficient processes.
- Manages and filters client grievances with support from the Director of Veterinary Medical Services and Veterinary Technician Manager.
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- Ability to perform all the necessary functions of a client service representative to the highest standards including managing appointments, handling phone inquiries, billing procedures, maintaining patient records, and educating clients on veterinary services, all while demonstrating empathy and understanding for the human-animal bond.
- Oversees client service team development and encourages continuing education as well as other growth opportunities.
- Develops written, standardized protocols for the veterinary teaching hospital directly related to client service that will provide uniformity across services.
- Develops detailed training manuals to onboard new client service team members.
- Engages and creates learning opportunities for client services team.
- Aides in the development of potential cross-training efforts for team members throughout the hospital to streamline workflows.
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- Participates in the development of new technologies/platforms to maximize efficiency both internally and externally (e.g. practice management system/EMR, communication platforms such as Microsoft Teams etc.).
- Develops and edits templates as needed within the EMR system.
- Financial/Budgeting/Reporting:
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- Participates in Hospital Leadership meetings regarding budget utilization and KPI’s to regularly assess hospital needs.
- Evaluates staffing levels and identifies opportunities to best utilize staffing resources.
- Develops and optimizes billing and charge audit procedures in collaboration with the Director of Veterinary Medical Services and Veterinary Technician Manager.
- Responsible for inventory management of office supplies and assists with the creation of purchase orders as needed.
Required Job Qualifications:
- Three (3) years of Supervisory or Management experience with direct reports.
- Two (2) years of experience working in a veterinary clinical environment.
- Two (2) years of experience in customer service.
- Associate's Degree in Business Management or closely related field.
- Outstanding communication skills.
- Demonstrate exceptional attention to detail, follow–through and organizational skills.
- Ability to multitask and manage multiple priorities.
- Able to work in a fast paced, dynamic, growing business environment.
- Experience in conflict management and resolution.
- Flexibility with their schedule to meet the needs of 24/7 operations.
- Willingness to be contacted outside of normal working hours when necessary.
Preferred Job Qualifications:
- Bachelor's Degree in Business Management or another closely related field.
- Experience in budget management, strategic planning, and policy development.
- Experience in recruitment, leadership, and retention through creating a cohesive hospital environment and providing a structure where employees can advance.
- Knowledge of Windows based programs.
- Familiar with EMR systems and utilization of software.
- Strong desire for process development and improvement.
- Strong desire for leadership development.
- Adaptable.
Working Conditions
- Hazards
- Veterinary workers may be exposed to hazards like slips, trips, and falls. They may also be exposed to unpleasant odors, noises, and animal feces and urine. When working with animals that are frightened or in pain, veterinary workers risk being bitten, kicked, or scratched.
- Veterinary workers may be exposed to hazards like bloodborne pathogens, hazardous drugs, radiation, toxic waste, and chemical hazards such as disinfectants, pesticides, and latex.
- Animals
- The types of animals treated at a veterinary hospital can affect the working conditions. Our teaching hospital may consist, but is not limited to, the following types of animals: small mammals, large mammals, livestock, reptiles, avians, other exotics.
Information about the institution:
A top 100 national public research institution, Rowan University offers bachelor’s through doctoral and professional programs in person and online to 22,000 students through its main campus in Glassboro, N.J., its medical school campuses in Camden and Stratford, and five others. The University has earned national recognition for innovation, commitment to high-quality, affordable education, and developing public-private partnerships. A Carnegie-classified R2 (high research activity) institution, Rowan has been recognized as the fourth fastest-growing public research university, as reported by The Chronicle of Higher Education. For more information on Rowan University, click here.
The Shreiber School of Veterinary Medicine is located on the Glassboro, New Jersey west campus, 22 miles southeast of Philadelphia. The Shreiber School of Veterinary Medicine plans to admit its first class of DVM students in 2025. Facilities will include an academic teaching facility aimed at the delivery of pre-clinical training, a small animal teaching hospital, and a research facility.
Rowan University celebrates diversity and is committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to age, ethnicity, race, religion, sex, gender identity or expression, genetic information, marital status, national origin, (dis)ability status, military status, and other NJ protected classes. Rowan University does not discriminate on the basis of sex in its educational programs and activities, including employment as required by Title IX. Rowan is committed to providing access, equal opportunity, and reasonable accommodation for individuals with (dis)abilities.
To request reasonable accommodation, contact Christy Mroz, Administrative Assistant, OEE@rowan.edu, 856-256-5494. Rowan strongly encourages applicants from underrepresented groups to apply.
As a state public University, Rowan employees are eligible to participate in the federal Public Service Loan Forgiveness program. More information on this program is available at https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service.
Notes:
- Position posting will be active until the job is filled.
- Candidates must be legally authorized to work in the US, and the university will not sponsor an applicant for a work visa for this position.
