Job Description

Port City Veterinary Referral Hospital is seeking a Client Services Manager to help lead and grow our well-established 24/7 emergency and specialty veterinary hospital. This position will manage our Client Services Department and will have responsibility for monitoring and improving the entire Customer Experience (Cx) of our clients. This position requires 5 days per week in our hospital in Portsmouth, New Hampshire.

Managing the Client Services Department

• Demonstrate exceptional Leadership skills throughout the employment lifecycle with the ability to manage a diverse workplace environment and ensure all employees are provided the opportunity for growth and development.
• Act as the hiring manager for positions within the Client Services department and work with Talent Acquisition to recruit and hire outstanding candidates, while managing labor against budget.
• Set performance standards and follow-up through monitoring, assessing, reviewing and evaluating employee performance based on established standards. Recommend promotions, awards, and corrective actions as needed.
• Develop a culture of customer service excellence through mentorship, training, and deliberate culture change initiatives.
• Manage complex relationships and resolve misunderstandings or conflicts that may surface between Client Services staff members and medical professionals.
• Work with department Supervisors to develop staff schedules while ensuring proper cost controls.
• Work closely with corporate finance teams to manage accounts receivable and client financing operations for the hospital.
• Assess and optimize administrative and operational workflows within the department.
• Conduct regular staff meetings and prepare agendas.

Monitoring and Improving the Customer Experience

• Serve as an advocate for customers and the customer experience during hospital planning and decision making.
• Regularly assess the efficient and effective flow of clients and pets through the hospital while also ensuring proper care from arrival through discharge and follow-up.
• Monitor customer feedback surveys and NPS scores to identify areas of improvement and to follow up with dissatisfied clients, as appropriate.
• Intervene and diffuse any situation that involves agitated, confused, scared or emotional clients and family members and/or employees. Offer reassurance, compassion and understanding.
• Maintain strong working relationships with referring veterinarians through business development outreach and follow up on client visits.

Education, Skills and Experience:

• Candidates will have a Bachelor\xe2\x80\x99s degree and/or significant leadership experience.
• Veterinary industry experience is NOT required, but a comfort level working within a clinical setting will be necessary.
• Strong interpersonal skills, the ability to develop employees, be a problem solver, outstanding communicator, and have the ability to maintain a positive working atmosphere that supports an exceptional client experience.
• Previous experience in hands-on hospital administration or retail experience may help a candidate to be successful in this role.

Benefits of Working at Port City Veterinary Referral Hospital:

Port City is part of the Ethos Veterinary Health network of hospitals, providing our employees the opportunity to be part of a larger network of hospitals, but still maintaining our distinctive identity. The focus of Ethos is on advancing veterinary medicine, along with providing high quality, compassionate care, which improves the lives of patients and their human companions.

Benefits start on first day!! Compensation is based on experience and skill level. Full-time benefits include health with an optional 100% employer paid plan, dental, vision, disability and life insurances, flex-spending accounts, 401(k), Employee Assistance Program, paid time off, uniforms, and a generous CE allowance.

Thank you for reading our posting!

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, competence, merit, and business need.

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Ethos Veterinary Health