Job Description
Position Summary: The CSR Supervisor oversees the daily operations of the Client Service Representative (CSR) team, ensuring exceptional client communication, efficient workflow, and superior customer service in alignment with hospital standards. This role involves managing a team of receptionists in a busy veterinary specialty hospital, addressing client concerns, training new hires, maintaining scheduling, and upholding all operational policies and procedures.
Primary Responsibilities: Team Leadership: - Directly supervise the CSR team, providing guidance, training, and ongoing support.
- Conduct regular team meetings to communicate updates, review protocols, and address concerns.
- Evaluate CSR performance through regular assessments and feedback.
- Foster a positive, professional, and supportive working environment.
Operational Management: - Oversee daily CSR operations including appointment scheduling, check-in/check-out procedures, patient billing, and communications with specialty departments.
- Coordinate staffing schedules to ensure appropriate coverage based on hospital needs and projected caseload.
- Monitor client wait times and implement strategies to optimize client and patient flow.
Client Relations: - Ensure that the CSR team consistently delivers compassionate, professional, and efficient service to clients and referring veterinarians.
- Resolve escalated client complaints effectively and professionally.
- Maintain accurate and timely communication with clients regarding patient status, appointments, and general hospital policies.
Training & Development: - Provide comprehensive onboarding and training for new CSRs, ensuring proficiency in hospital protocols and software systems.
- Facilitate ongoing training opportunities for team growth and development.
- Maintain up-to-date CSR training manuals and procedural documents.
Compliance and Accountability: - Enforce adherence to hospital policies, procedures, and regulatory requirements.
- Regularly audit client communication records, billing, and data entry accuracy.
- Collaborate with the Hospital Administrator to address operational deficiencies and implement corrective actions.
Inventory and Facility Management: - Manage and maintain reception area inventory (office supplies, client educational materials).
- Ensure reception areas remain clean, organized, and welcoming for clients and patients.
Required Qualifications: - Minimum of 2 years supervisory experience in veterinary or healthcare client services.
- Strong knowledge of veterinary practice management software.
- Exceptional leadership, communication, and organizational skills.
- Proven ability to effectively manage and motivate a team.
Preferred Qualifications: - Experience in a specialty veterinary hospital setting.
- Familiarity with emergency veterinary procedures and protocols.
Physical Requirements: - Ability to perform job duties involving standing, sitting, walking, and occasional lifting (up to 25 pounds).
Work Environment: - Busy, fast-paced veterinary specialty hospital environment with exposure to animals, noise, and potential stress related to emergencies and client interactions.
Commitment to Core Values: - Compassion, professionalism, teamwork, accountability, and continuous improvement.
Pay Range
$24—$29 USD
PetVet Care Centers, Inc. is one of the nation’s leading operators of veterinary hospitals for companion animals. The company operates over 450 hospitals across multiple states and employs over 11,000 people including over 800 veterinarians. Since its inception, PetVet has been structured around a model that is focused on developing a partnership between the hospitals and the company and providing the highest quality medicine and service.
PetVet is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law. EOE, M/F/D/V
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