Guest Services Practice Manager - Veterinary

Fetch Specialty & Emergency Veterinary Centers is seeking an Assistant Practice Manager for our client services department.

The Guest Services Practice Manager will work in conjunction with the Hospital Director to provide comprehensive leadership in the development and execution of the guest services department. 

Essential Functions

• Direct and supervise guest services team members in an active leadership role to ensure team success (70% “on the floor”, 30% office/clerical environment)
• Recruit, interview, hire and train an exceptional GSR team
• Expand and enhance the retention strategies to include career development, succession planning and engagement
• Develop and implement a training program for the GSR team in alignment with the Fetch mission, vision, values, and strategic plan
• Provide leadership and training to the GSR team which facilitates the work of the leadership team, practitioners, technicians, and assistants who directly or indirectly provide patient care
• Ensures adherence to quality standards, deadlines, and proper procedures
• Review, correct and approve end of day reports and discrepancies
• Motivate and inspire the GSR team to provide high quality care to the patients and guests of Fetch to include the rDVMs
• Provide guidance and direction to the GSR team in setting performance standards and monitoring performance. Participate in introductory evaluations as well as yearly performance evaluations
• Conduct monthly departmental meetings with an approved agenda
• Schedule departmental training seminars as deemed necessary
• Address all guest and rDVM concerns in a professional timely manner and advise on problem identification and resolution
• Maintain and coordinate rDVM contact information as needed to ensure proper communication with our referring partners
• Ensure team flow throughout all departments and hospital
• Develop and implement GSR protocols to continuously improve the quality of guest services delivered throughout the hospital
• Oversee the auditing of medical records for completeness of information and ensure all have been sent to the rDVMs in a timely manner
• Maintain cleanliness and organization of the front desk and lobby of Fetch
• Create GSR schedules that align with the business and leadership needs of Fetch while monitoring overtime and payroll costs
• Review and approve guest services timesheets while tracking tardiness and absence concerns
• Obtaining coverage in the event of a call out
• Assist in the management of updates and training of ezyVet
• Attend marketing events as needed
• Maintain proper office supply stock throughout the office

Requirements

• Strong communication, leadership and motivation skills. The ability to effectively solve problems dealing with staff conflict or personnel issues and performance
• Possession of strong organization skills
• Excellent verbal and written communication skills as well as exceptional interpersonal communication skills
• Critical thinking- use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Knowledge of hospital procedures, of the spelling and meaning of commonly used terminology in veterinary medicine
• Requires strong guest service skills and the ability to act with compassion, empathy and diplomacy
• Ability to work independently on assigned tasks as well as accept direction on given assignments
• Knowledge of computers and relevant software applications including MAC based systems and G-suite to manage files, records and other office procedures
• This position will require at least 8 hours of walking/standing/crouching/bending, lifting/pushing/pulling between 1-50lbs, and sedentary work
• This is a full-time position.  Evening and weekend work will be required as job duties demand, as well as availability by phone and/or email for client services related questions, concerns, emergencies and staff inquiries

Required Education and Experience

• Management and/or Supervisory experience in veterinary medicine
• Associates Degree preferred
• Strong work ethic
• Compassionate, collaborative, and professional

Benefits

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance