Coordinator Team Lead/Client Service Team Lead

Job Summary:

Under direction and support of the Financial Manager and Hospital Management, the Coordinator Team Lead and Client Service Team Lead will perform a wide range of administrative duties related to providing excellent client service and quality patient care.

A working supervisor who performs the duties of administrative reception staff (e.g. Client Service Representative and Department Coordinator) as well as daily scheduling and supervising of their assigned team. Expedites the care and efficiency of the department. In charge of maintaining and elevating client service standards for the department. Must lead team by example, demonstrating organization skills, following company policies, and having professional behavior.

Knowledge, Skills and Abilities:

• Customer service skills.
• Human resource skills.
• Good communication skills, both written and oral.
• Goal oriented.
• Customer service oriented.
• Ability to plan, organize and effectively present ideas and concepts.
• Ability to take information obtained from clients, staff and other sources, discern that which is relevant and assess the hospital and its operation objectively.
• Must be able to handle multiple tasks at once and deal with high levels of stress in an environment of changing priorities.

Education and Experience:

• High School Diploma.
• Human resource skills.
• Training and client relations experience.
• Thorough knowledge of the veterinary profession.
• Experience in medical care facility operations management.

Physical Requirements:

• Dependable attendance is required.
• Any allergies to animals must be controllable through medication.
• Must be able to lift 40 pounds.
• Must be willing to work long or irregular hours under pressure conditions.
• This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day.
• Visual acuity sufficient to maintain accurate records; recognizes people and understands written directions.
• Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
• Fine motor skills adequate for utilizing office equipment such as copiers, telephones and computer keyboards.

Authority:

• Assist in interviewing, training, reviewing and scheduling department coordinators.
• Can transfer employees to temporarily work another position within the admin team.

Duties:

The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job functions and job responsibilities include overseeing that the following occur within the hospital:

1. Staff Management
2. Client Management
3. Office Management
4. Records Management
5. Financial Management
6. Marketing
7. Facility Maintenance
8. Meetings
9. Communication

Staff Management:

• Staff performance reviews.
• Training, education, developing and mentoring of staff
• Scheduling.
• Assign job responsibility to each staff member.
• Supervise staff to assure that each job is being effectively handled.
• Employee policy enforcement.
• Employee relations and communications.
• Organize and conduct administrative staff meetings.
• Monitor employee competence and effectiveness.
• Provide staff with support, motivation, encouragement and regular performance feedback.

Client Management:

• Oversees training of all Department Coordinators in accordance to the principals of VRA’s policies and procedures.
• Oversee client flow to insure that clients and patients are seen and treated in a professional, timely and competent manner.
• Responsible for assisting with the administration and review of non-medical client complaints.

Office Management:

• Modify and update systems and procedures wherever needed to better serve clients, patients, the practice and employees (i.e., modify schedules for the most productive use of time).
• Perform transaction corrections.
• Ensure that the OSHA and Safety program and procedures are being continuously monitored, updated and reported so the hospital is in safety compliance.

Records Management:

• Oversee that records are kept up to date. This includes client records with correct names, addresses, pets, charges, medical history, vaccine status, medications administered, laboratory reports, etc.
• Ensure that system of creating records, including appropriate forms and filing is in place and all administrative staff are in compliance.

Financial Management:

• Assist in the supervision of staff to achieve and maintain labor goals.
• Ensure the accuracy of daily financial information.

Marketing:

• Understand, participate and support planned marketing events and programs.
• Ensure that their team utilizes the VRA marketing tools and materials.
• Ensure that their team follows instructions for implementing authorized marketing discounts in the computer system.

Facility Maintenance:

• Oversee the housekeeping of the reception area, front lobby and parking lot for orderliness and cleanliness.

Meetings:

• Assist the Financial Manager with the planning/scheduling/conducting of administrative staff department meetings.
• Attend regular department, staff and team lead meetings.

Communication:

• Read and respond to all communication in a timely manner.
• Ensure that VRA policies, guidelines and recommendations are quickly communicated to Department Coordinators/CSRs and adequate training follows.