Aspen Animal Wellness Office Manager

Salary: $30-33 per hour based on skills, experience, and qualifications. 

Schedule: This is a full-time position, Monday through Friday 8:30-5:30.

The veterinary Office Manager is responsible for overseeing the day-to-day operations of the client service department, helping ensure optimal productivity and customer service. They are responsible for supervising front-desk workflows and Client Service Representative (CSR) staff members as well as performing CSR duties throughout the week.

The Office Manager will be responsible for the daily accounting transactions with clients, handling complaints regarding customer experience, and management of personnel. The Office Manager will coordinate scheduling, training and mentorship of CSR staff, and act as a liaison between the Practice Manager, Treatment Supervisor, Lead Technician and the clinic team.

EDUCATION REQUIREMENTS

College Degree preferred but not required.

EXPERIENCE REQUIREMENTS

Two years management of CSR staff is preferred.

Five years of experience in the veterinary field with knowledge of common veterinary medical conditions, animal care products, and their uses is required.

PERSONAL REQUIREMENTS

• Genuinely enjoys working in a customer service-related field and the environment that goes along with working with people and their pets.
• Strong people leadership skills—able to inspire, coach, and hold teams accountable.
• Desire to create a fun, positive, efficient and collaborative team culture.

Work Environment

Small animal clinic that strives to provide outstanding client and patient care as well as good work/life balance for the staff. Office manager will primarily be in the front of the clinic helping to provide that amazing first impression as the client walks in. There is a high level of client interaction. Work requires the ability to exert a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects and boxes; good limb agility a must. Tasks may require some bending, stooping, crouching, and reaching. Must be able to physically operate a variety of small office machines and equipment including computers, office equipment, telephones, etc. May be exposed to unpleasant odors, noises, and animal feces. May be exposed to bites, scratches, and contagious diseases. May be exposed to x-rays and anesthetic gases. May be necessary to remain after scheduled shift to complete assigned tasks.

PERFORMANCE EXPECTATIONS

Personnel

• Dependable, arrives at shift in a timely manner and is committed to upholding the core values and mission of the hospital.
• Possess skill set to deescalate stressful situations amongst staff and/or clients.
• Create accountability amongst the team to ensure tasks are completed properly, consistently, and per standard operating procedures by all team members.
• Handles client escalations.
• Handles billing errors/concerns.
• Ensures client-oriented, courteous and thorough communications with clients.
• Responsible for creating/implementing new hire training program.
• Responsible for training new hires and participation in continual training and development of current staff.
• Creates a positive learning environment without negativity or favoritism.
• Supervises Client Service Representatives and acts as front office support.
• Reviews CSR applications, screens applicants, and narrows the applicant choices through the interview process.
• Handles monthly check ins and performance evaluations for all front office team members and performance counseling as needs arise individually.
• Conducts team meetings every six weeks.
• Attends weekly supervisor and management meetings.
• Act as a liaison between doctors, managers, and team members.
• Assist with the planning of events – holiday parties, appreciation weeks

Productivity

• Ability to deal with fast-paced and stressful situations with calm resilience.
• Organized and meticulous. Detail oriented.
• Function as a contact person for clients concerning complaints or problems that the client may be experiencing with the hospital.
• Assists in developing and implementing policies and procedures to ensure effective workflow.
• Ensures there are no open invoices at the end of each shift.
• Checks Account Receivable Report multiple times a month and collect on open invoices.
• Finalizes invoices and collects payment at the end of month for employees.
• Ensures that checklists and daily housekeeping tasks are completed and initialed by CSR staff.
• Directs front office staff through structuring, scheduling, motivation, and education to produce the highest level of client satisfaction possible from services the reception team provides.
• Oversee client satisfaction feedback and polling.
• Educates clients about procedures, conditions, and medications.
• Designs and implements efficient workflow/protocols for the front office
• Writes and updates CSR scripts to ensure all members convey the same message.
• Responsible for overseeing retail product and food inventory management.
• Performs all functions of a receptionist expertly as part of weekly
• Assess appointments in Cornerstone to ensure efficiency and build out DVM schedule.

Other Duties

• Create and post social media postings to supplement marketing created posts, with the goal of making a more personal social media presence.
• Monitor staff periodically throughout the day, encourage productivity, and discourage behaviors that may be detrimental to the positive atmosphere of the work environment.
• Assist the Practice Manager or Practice Medical Directors with other duties as needed.
• Assist Practice Manager in scheduling and lead team building outings and exercises to build on staff culture.
• Ordering of general office supplies, brochures, educational and marketing materials
• Admit patients and handle medical record entries
• Prepare health certificates, immunization certificates, laboratory requests, and euthanasia consent forms.
• Perform duties of CSR as regular part of work week – 3 days per week,