Client Services Manager
Stamford, CT Stamford, CT Full-time Full-time $75,000 - $80,000 a year $75,000 - $80,000 a year The Client Services Manager (CSM) is a mission-critical position, with both operational and strategic responsibilities.
The CSM has overall responsibility for ensuring that CUVS delivers extraordinary customer service in every interaction, externally and internally.
The CSM will seek to understand the client's expectations and experience, find appropriate solutions, and improve outcomes.
The CSM must be able to rapidly establish, build and maintain strong relationships with clients, referring veterinarians and other stakeholders, and establish the value provided by CUVS.
This position is also responsible for the management and development of the Client Services team, as an integrated and collaborative department, management of an operating and staff budget, quality assessment/monitoring, and productivity.
The CSM will be expected to perform all the roles and responsibilities described below, as well as any that are reasonably requested.
Duties and Responsibilities Operations Plan, coordinate and manage day-to-day operations of the Client Services department.
Ensure accuracy and consistency in all Client Service department functions that promote excellence and reflect well on CUVS.
Plan and manage scheduling of Client Service teams to ensure appropriate coverage and completion of duties.
Work with the DCO and Nursing Director to ensure appropriate off-hours coverage of front office functions by clinical support staff.
Assure effective use of practice management and other software for appointment scheduling, record filing, client and referring veterinarian communication, and billing.
Participate in configuration as needed.
Manage and enforce front desk-related functions, including invoicing, payment arrangements, insurance claims, and patient assistance fund protocols and procedures.
Work with the Chief Financial Officer and/or other Directors to evolve and implement policies and processes related to collections and cash handling.
Substitute as needed for Client Services staff.
Service and Relationships Ensure outstanding interactions and service of clients and other external and internal stakeholders in a manner that represents the missions and core values of CUVS.
Maintain effective, respectful working relationships and customer satisfaction with all stakeholders, including department staff, medical staff, support staff, clients, referring veterinarians, and faculty and staff of Cornell's College of Veterinary Medicine.
Actively monitor client service for consistent quality and responsiveness, assuring that every client receives outstanding service.
Conduct ongoing customer and market research with frequent customer and prospect dialogue, including regular face-to-face meetings.
Design, collect, analyze and disseminate data regarding client satisfaction on a frequent basis, and work to address issues or opportunities.
Design, implement, manage and monitor initiatives to optimize client service functions of CUVS.
Act as a liaison between the clinical staff and the client services staff to assure optimal communication and efficient operations; discuss issues with appropriate individuals with the goal of continuous improvement of service and communications.
Participate in the onboarding, training and ongoing coaching of all staff with respect to client and customer service.
Work with the DCO and CMO-COO regarding referring veterinarian concerns to identify trends, issues or opportunities for improvement.
Work with the CMO-COO and/or DCO to organize outreach and marketing programs to referring veterinarians and local community, including community and educational events.
Service Recovery Handle and manage client complaints and service recovery with sensitivity, empathy, compassion and professionalism, while protecting the interests of CUVS.
Work with the CMO-COO, DCO, doctors or staff, as appropriate, to research and adequately address concerns in a timely manner.
Research and respond to social media posts as appropriate.
Work with stakeholders and management to proactively and effectively address/resolve customer satisfaction and billing issues.
People and Talent Management Manage and oversee Client Service department staff, including client service coordinators, phone operators and medical records/files personnel.
Cultivate and motivate a high-performing, highly communicative culture in which a service-oriented approach, continuous improvement and team-orientation are valued.
Provide regular and timely feedback as well as performance reviews to discuss performance, CUVS citizenship, and career development goals.
Develop action plans and implement follow through.
Work with Human Resources and with other Directors to constantly source and pipeline Client Services staff, develop job descriptions and interview questions, and analyze market-relevant compensation ranges.
Lead onboarding and training programs for Client Services staff.
Contribute to, evolve and improve on orientation, onboarding and in-service training and related materials.
Recommend promotions, raises and provide input on disciplinary matters.
Manage personnel issues amongst reports, and inform and escalate to HR as appropriate.
Work with HR to evolve career development pathways, staff appreciation and retention programs.
Hold meetings to inform staff of CUVS updates, discuss procedures, challenges, and issues that require attention.
General Actively exemplify and promote the mission, vision and core values of CUVS.
Promote a positive, service-oriented and client-focused atmosphere within Client Service areas and throughout the hospital.
Collaborate closely with the CMO-COO, Director of Clinical Operations (DCO) and Nursing Director to develop, continuously improve and promote policies, processes and standards related to customer service.
Work with the CMO-COO, DCO and/or HR to manage resources, develop policies and processes, track client satisfaction data, determine projections, and establish and maintain policies.
Partner with the CMO-COO and the veterinary specialists to provide appropriate support for clinical departments, while ensuring that clinical departments are responsive and delivering outstanding service.
Qualifications and Competencies Excellent verbal, written and presentation skills.
Able to comfortably and effectively communicate with all levels of the organization as well as with clients, referring veterinarians and other customers.
Demonstrated superior analytical and problem-solving skills.
Strong organizational, time management and administrative skills - ability to meet deadlines, ability to achieve and maintain high productivity levels.
Skilled at working independently as a manager and in a team environment.
Mentorship mentality, seeking to help others excel.
Effectively collaborates to produce well thought out and innovative solutions while challenging the status quo and providing a fresh perspective.
Eager to constantly learn and gain experience in a fast-paced, collaborative environment.
Ability to juggle multiple work streams (change gears quickly) while setting and managing priorities.
Highly motivated, enthusiastic, forward thinking and self-driven to excel in a dynamic, demanding and high-performance culture.
Demonstrated ability to lead people and get results through others.
Must be tech and social media savvy.
Proficient in MS Office Suite - Word, Excel, PowerPoint; experience with practice management software preferred but not essential.
Job Type:
Full-time Pay:
$75,000.
00 - $80,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Disability insurance Employee assistance program Employee discount Health insurance Health savings account Life insurance Paid time off Paid training Vision insurance Schedule:
Holidays Monday to Friday Weekend availability Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
The CSM has overall responsibility for ensuring that CUVS delivers extraordinary customer service in every interaction, externally and internally.
The CSM will seek to understand the client's expectations and experience, find appropriate solutions, and improve outcomes.
The CSM must be able to rapidly establish, build and maintain strong relationships with clients, referring veterinarians and other stakeholders, and establish the value provided by CUVS.
This position is also responsible for the management and development of the Client Services team, as an integrated and collaborative department, management of an operating and staff budget, quality assessment/monitoring, and productivity.
The CSM will be expected to perform all the roles and responsibilities described below, as well as any that are reasonably requested.
Duties and Responsibilities Operations Plan, coordinate and manage day-to-day operations of the Client Services department.
Ensure accuracy and consistency in all Client Service department functions that promote excellence and reflect well on CUVS.
Plan and manage scheduling of Client Service teams to ensure appropriate coverage and completion of duties.
Work with the DCO and Nursing Director to ensure appropriate off-hours coverage of front office functions by clinical support staff.
Assure effective use of practice management and other software for appointment scheduling, record filing, client and referring veterinarian communication, and billing.
Participate in configuration as needed.
Manage and enforce front desk-related functions, including invoicing, payment arrangements, insurance claims, and patient assistance fund protocols and procedures.
Work with the Chief Financial Officer and/or other Directors to evolve and implement policies and processes related to collections and cash handling.
Substitute as needed for Client Services staff.
Service and Relationships Ensure outstanding interactions and service of clients and other external and internal stakeholders in a manner that represents the missions and core values of CUVS.
Maintain effective, respectful working relationships and customer satisfaction with all stakeholders, including department staff, medical staff, support staff, clients, referring veterinarians, and faculty and staff of Cornell's College of Veterinary Medicine.
Actively monitor client service for consistent quality and responsiveness, assuring that every client receives outstanding service.
Conduct ongoing customer and market research with frequent customer and prospect dialogue, including regular face-to-face meetings.
Design, collect, analyze and disseminate data regarding client satisfaction on a frequent basis, and work to address issues or opportunities.
Design, implement, manage and monitor initiatives to optimize client service functions of CUVS.
Act as a liaison between the clinical staff and the client services staff to assure optimal communication and efficient operations; discuss issues with appropriate individuals with the goal of continuous improvement of service and communications.
Participate in the onboarding, training and ongoing coaching of all staff with respect to client and customer service.
Work with the DCO and CMO-COO regarding referring veterinarian concerns to identify trends, issues or opportunities for improvement.
Work with the CMO-COO and/or DCO to organize outreach and marketing programs to referring veterinarians and local community, including community and educational events.
Service Recovery Handle and manage client complaints and service recovery with sensitivity, empathy, compassion and professionalism, while protecting the interests of CUVS.
Work with the CMO-COO, DCO, doctors or staff, as appropriate, to research and adequately address concerns in a timely manner.
Research and respond to social media posts as appropriate.
Work with stakeholders and management to proactively and effectively address/resolve customer satisfaction and billing issues.
People and Talent Management Manage and oversee Client Service department staff, including client service coordinators, phone operators and medical records/files personnel.
Cultivate and motivate a high-performing, highly communicative culture in which a service-oriented approach, continuous improvement and team-orientation are valued.
Provide regular and timely feedback as well as performance reviews to discuss performance, CUVS citizenship, and career development goals.
Develop action plans and implement follow through.
Work with Human Resources and with other Directors to constantly source and pipeline Client Services staff, develop job descriptions and interview questions, and analyze market-relevant compensation ranges.
Lead onboarding and training programs for Client Services staff.
Contribute to, evolve and improve on orientation, onboarding and in-service training and related materials.
Recommend promotions, raises and provide input on disciplinary matters.
Manage personnel issues amongst reports, and inform and escalate to HR as appropriate.
Work with HR to evolve career development pathways, staff appreciation and retention programs.
Hold meetings to inform staff of CUVS updates, discuss procedures, challenges, and issues that require attention.
General Actively exemplify and promote the mission, vision and core values of CUVS.
Promote a positive, service-oriented and client-focused atmosphere within Client Service areas and throughout the hospital.
Collaborate closely with the CMO-COO, Director of Clinical Operations (DCO) and Nursing Director to develop, continuously improve and promote policies, processes and standards related to customer service.
Work with the CMO-COO, DCO and/or HR to manage resources, develop policies and processes, track client satisfaction data, determine projections, and establish and maintain policies.
Partner with the CMO-COO and the veterinary specialists to provide appropriate support for clinical departments, while ensuring that clinical departments are responsive and delivering outstanding service.
Qualifications and Competencies Excellent verbal, written and presentation skills.
Able to comfortably and effectively communicate with all levels of the organization as well as with clients, referring veterinarians and other customers.
Demonstrated superior analytical and problem-solving skills.
Strong organizational, time management and administrative skills - ability to meet deadlines, ability to achieve and maintain high productivity levels.
Skilled at working independently as a manager and in a team environment.
Mentorship mentality, seeking to help others excel.
Effectively collaborates to produce well thought out and innovative solutions while challenging the status quo and providing a fresh perspective.
Eager to constantly learn and gain experience in a fast-paced, collaborative environment.
Ability to juggle multiple work streams (change gears quickly) while setting and managing priorities.
Highly motivated, enthusiastic, forward thinking and self-driven to excel in a dynamic, demanding and high-performance culture.
Demonstrated ability to lead people and get results through others.
Must be tech and social media savvy.
Proficient in MS Office Suite - Word, Excel, PowerPoint; experience with practice management software preferred but not essential.
Job Type:
Full-time Pay:
$75,000.
00 - $80,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Disability insurance Employee assistance program Employee discount Health insurance Health savings account Life insurance Paid time off Paid training Vision insurance Schedule:
Holidays Monday to Friday Weekend availability Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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