Veterinary Department Manager - Customer Service

Practice Management Culver City, California

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Description

Position at ACCESS Specialty Animal Hospital - Los Angeles

ACCESS Los Angeles is seeking a Department Manager of Customer Service to join our growing team!
Job Summary:  
Reporting directly to the Director of Service and Hospitality, the Department Manager is responsible for developing and maintaining a team of engaged and empowered team members to provide exceptional service to our patients, clients, and referral veterinarians. In this role, the Department Manager works with the Director of Service and Hospitality, Hospital Director of Operations, and Medical Director to promote a culture of collaboration, foster career development, and cultivate inclusivity. Through delivering optimal employee and client service experiences, the Department Manager contributes to healthy growth. 
 
 
Responsibilities:  
 
Leading with Your Head 
Understanding business, solving problems, and making decisions through inclusive contributions of others 

  •  Ensure their department’s healthcare team has the resources and tools needed to deliver a high quality of care.  

  • Coach team members on fundamentals of process improvement, ensuring the department is operating in an efficient and sustainable manner  

  • Provide primary point of contact through which all questions, comments, concerns and issues for their department can be handled while on and off premises. 

  • Develop, monitor, and adjust schedules according to workflow to maximize efficiency 

  • Make recommendations in collaboration with the service/department representative for the purchase of needed supplies and equipment 

  • Manage and influence department financial decisions and health 

  • Ensure standards of medical excellence are upheld within the department and team including OSHA, VMB, and DEA requirements. 

     

  • Perform initial screening of client concerns and collaborate with the Director of Service and Hospitality to resolve 

  • Split time between clinical and administrative duties with a minimum of 50% of the time spent on administrative tasks (this varies depending on the hospital/department size, number of direct reports, and staffing needs)   

    Leading with Your Heart 

    Interpersonal aspect of leading with Emotional Intelligence (EQ), effective use of influence, working together constructively and creatively 

    •  Responsible for maintaining a team that adheres to the principles of Quality, Integrity, Compassion, and Service.

    • Provide ongoing and continuous performance feedback, instruction, and follow up to team members as part of a healthy employee experience 

    • Negotiate and mediate conflict in partnership with the Director of Clinical Operations and People Operations Business Partner 

       

    Leading With Your Hands 
    The art of bringing people together to leverage their skills, talents, and knowledge to achieve a common purpose with greater results 

    •  Collaborate with other departments 

    • Effectively influence behavior and lead change in a rapidly growing organization while fostering a collaborative, service-oriented culture 

    • Provide a comprehensive clinical onboarding training schedule for all team members and oversee development and implementation of training.  

    • Provide written performance feedback and a development plan annually for each member of their team 

    • Planning, scheduling and leading monthly department meetings 

    • Attract and retain exceptional team members by providing an enriching employee experience that provides meaningful work, career growth, and ongoing professional development 

      Key Qualifications: 

      • The ideal candidate has a minimum of three years of experience in a management or leadership role. Experience in specialty veterinary medicine is required.  

      • Registered Veterinary Technician licensure preferred  

      • Excellent interpersonal, customer service, and communication skills 

      • Excellent organizational skills and the ability to multi-task 

      • Capability to work well in a fast-paced environment 

      • Ability to prioritize duties and responsibilities to meet deadlines 

      • Highly professional and able to work with people on all levels of the organization 

      • Must have standard knowledge of and ability to use Microsoft Office programs including Word, Excel, PowerPoint, and Outlook 

      • Must be able to work a minimum of 40 hours in the hospital unless otherwise approved by the Hospital Director of Operations.  

      • Must be flexible to meet the needs of the department, which includes a mix of after- hour and weekend coverage. This is a 5 day/week salary exempt position. 

  • Essential Functions:  

    • Ability to work a varying scheduling including evenings, overnights, weekends, and holidays to meet hospital and team needs 

    • Ability to maintain a professional demeanor in a high stress environment  

    • High multitasking capabilities  

    • Ability to meet deadlines and prioritize tasks based on demand  

    • Ability to build and maintain strong relationships with both internal stakeholders (e.g., other departments) and external clients.  

    • Accessibility to team members at all times of day, 7 days per week  

    • Ensure that all shifts comply with labor laws, including regulations on working hours, breaks, overtime, and rest periods 

    • Ensure that all shifts comply with safety protocols, including specific measures that may be needed for night shift 

    • Ability to stand for extended periods of time 

    • Ability to resolve conflicts and make decisions under pressure 

    • Strong organizational and time-management skills 

    Compensation - $85,000-$100,000/yearly depending upon experience 
     
    Benefits: 
    We provide benefits spread comprehensively across your mental, physical, emotional, and financial wellbeing designed to meet your needs as a unique individual. Some key benefits include: 
    • ​​​​​​Paid time off including 8-weeks of full-pay parental leave, bereavement to grieve both humans and pets, and time off for new pet adoptions 
    • Top quality medical, dental, and vision insurance plus health savings account and flexible spending account ​​​​​​​ 
    • Pet perks including free exams, discounts on products and services, and more at all Thrive Pet Healthcare locations 
    • Generously subsidized backup and ongoing care support for children, adults, and pets 
    • Mental health benefits including coaching and therapy sessions 
    • 401k with employer contribution and no waiting period 
    • Tenure-based incentive program and performance bonuses 
    • Continuing education and development support through our library of free CE courses and paid time off to complete 
    • Scholarship opportunities and student loan support program 
           and so much more! 
    If you are excited about the prospect of managing our Customer Service team, we want to hear from you! Apply today to speak with a member of our leadership team. 
    At Thrive Pet Healthcare, we celebrate and embrace the uniqueness and diversity of all of our team members, pet parents, and pets. We strive to create a diverse, equitable, and inclusive culture where all team members belong and feel empowered. 

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