Client Services Supervisor

Southern Oregon Veterinary Specialty Center located in Central Point, Oregon is the only 24/7 Specialty ER veterinary hospital in a 250-mile radius. We have board-certified veterinary specialists supporting many departments including Surgery, Emergency and Critical Care, Internal Medicine, in addition to our our newly opened Urgent Care facility. We perform advanced therapy such as blood transfusions, chemo, complex surgical procedures and more. As a 24/7 animal emergency and specialty hospital, we work as a team to help clients during their animal's entire journey here in the hospital. Our team cherishes the special bonds between pets and their human family. We want to find team members who possess critical thinking skills, empathy, and excellent inter-personal communication techniques to foster an environment of care and compassion. 

Our team recognizes that there is a special bond between pets and their human family. Our goal is to work as a team to help clients make the best decisions for their pet’s medical care. We are dedicated to offering the highest level of medicine, to providing a compassionate environment to all pets entrusted in our care, and to treat each pet as we would treat our own. That's where you come in! We are looking to add a dedicated hard working team member to our Client Services leadership team. 

Job Title: Client Services Supervisor

Department(s): Client Services

Job Status: Salaried-Exempt

Reports To: Client Services Manager

Direct Report(s): Client Services Representatives, Patient Coordinators, Client Services Leads

Summary of duties:

• Fulfills duties as expected of a Client Services Representative, Patient Coordinator and Client Services Lead.
• Ensure adequate staffing levels and create work schedules to maintain efficient operations.
• Works closely with Client Services Manager & HR to support hiring, performance, and performance management of team members.
• Address, track, and resolve client escalations in partnership with Hospital leadership.
• Adhere to, communicate, and enforce company policies and procedures.
• Provide guidance, support, and ongoing training to enhance the team's skills and performance.
• Appropriately resolve all challenges, discrepancies, or miscommunications within assigned departments.
• Conduct interviews and hiring of new team members within assigned departments in conjunction with the Client Services Manager and HR.
• Coordinate with all hospital departments to ensure assigned departments are meeting the hospital needs.
• Collaborate with other departments, including medical teams, to facilitate smooth workflows and patient care.

Essential Functions:

• Manage vacation, sick, bereavement, CE, or other time off requests for assigned departments.
• Regularly review attendance logs to assist with performance management of direct reports.
• Appropriately communicate department, equipment and facility needs for the Client Services Department.
• Contribute and/or facilitate monthly shift lead meetings and quarterly all department team meetings.
• Update and receive approval for any new protocols and procedures from the Client Services Manager and/or Hospital Director.
• Work with the medical team to optimize patient flow and reduce wait times.
• Perform financial audits to ensure invoice accuracy.
• Ensure proper organization and confidentiality of all hospital records.
• Coordinate and facilitate training as needed.
• Other duties as assigned.

Skill Requirements and Expectations:

• Basic reading, writing, and arithmetic skills.
• Proficiency in common software packages such as Word, Excel, PowerPoint, Outlook, and internet browsers.
• Excellent emotional intelligence, showcasing strong leadership qualities and exceptional interpersonal skills.
• Proficiency in analytical thinking and problem-solving.
• Experience in implementing and executing operational, marketing, and business strategies.
• Strong multitasking capabilities and the ability to thrive under pressure in a fast-paced environment.
• Strong interpersonal skills with an ability to maintain good working relationships in all departments.
• Excellent communication skills to adequately explain needs and changes to all staff.

Education and Experience

• A bachelor’s degree in business administration or a related field is preferred.
• Prior leadership experience is required.
  • At least 2 years of experience managing a team of 15 or more individuals is preferred.
• Prior veterinary experience is not required, but highly desired.

Schedule:

• Maintain 3 clinical days and 1 administrative day or approximately 30 clinical hours and 10 administrative hours.
• Autonomy to create and manage personal work schedule.
• Option for four 10-hour shifts or five 8 hours shifts.

• Maintain a flexible schedule to cover critical gaps that could prevent hospital operations in assigned departments.
• Weekends and holidays as needed.

• Ability to attend leadership and training meetings as needed.

Working and Physical Conditions:

• Working conditions are normal for a veterinary emergency hospital.
• The noise level is moderate to high and includes business machines, medical equipment, and patients barking/howling.
• Prolonged periods standing and walking, and frequent sitting, kneeling, and bending.
• Potential exposure to infectious diseases, aggressive animals, and potentially toxic medication/treatment agents.
• Equipment handling may require the use of personal protective equipment (PPE) to include but not limited to eye safety glasses, lead-lined gowns and gloves, and nitrile gloves.
• Must be able to lift-up to 15 pounds at times.

Benefits:

• Uniform Reimbursements
  
• Paid Time Off
• Paid Sick Leave
• SIGNIFICANT Employee Pet Discount (up to 75% off all services free vaccines)
• 100% Tuition Reimbursement for students enrolled in a Penn Foster Veterinary Technology program after 1 year of service
• 401k Employer Match
• Medical/Dental/Vision
• Disability Insurance
• Life Insurance
• Multiple various ancillary benefits
• And MORE!

This position is open for internal and external applicants.

*ALL APPLICANTS MUST BE 18 OR OLDER TO QUALIFY*

Southern Oregon Veterinary Specialty Center celebrates diversity and are committed to creating an inclusive environment for all employees. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

We appreciate your interest in Southern Oregon Veterinary Specialty Center. Southern Oregon Veterinary Specialty Center is an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Company also prohibits harassment of applicants or employees based on any of these protected categories. It is also Company’s policy to comply with all applicable federal, state, and local laws respecting consideration of unemployment status in making hiring decisions.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the company. Please inform the company’s personnel representative if you need assistance completing this application or to otherwise participate in the application process.

Your application will be active for 90 days. If you are not hired during that time period, but wish to continue to be considered for available positions, you must complete a new application.

Note to Applicants: Smoking is prohibited in all indoor areas of Company unless designated smoking areas have been established by a particular location in accordance with applicable state and local law.