Receptionist Team Lead - Thornhill, Canada - Smith Veterinary Hospital

Description

The Receptionist Team Leader is responsible for ensuring the quality of care and service provided to the pets and the people we care for is impeccable.

Through helping to foster a client friendly service model, participating in a supportive work environment, and by communicating openly with the medical team, the Team Leader supports the growth and vision of the practice.

The Team Leader provides front office leadership in order to maximize overall business performance of the hospital.

In addition to regular reception duties, this role is responsible for supporting the continuous improvement of the hospital operations as it relates to client services, and the healthcare team.

The Team Leader reports to the Practice Manager (PM) and Medical Director (MD). 1. Client Experience

• Provides exceptional client service and builds relationships with clients through service, respect, and professionalism.

Welcomes and supports clients and patients, adapting responses to reflect the situation. Ensures smooth communication throughout a client's visit. Acts as the liaison between clients and medical team and relays all necessary information timely and correctly. Resolves any issues.
Advocates for the client and ensures they receive timely veterinary care. Tracks new clients/patients, frequency of visits, and meets predetermined goals for appointment and surgery fill rates.

Routinely contributes to the cleanliness and organization of the practice, to ensure all guests leave with a lasting positive impression of the hospital.

**Ensures reception team has sufficient and appropriate resources to deliver exceptional client service. 2. Patient Experience

• Focusses on the wellbeing and comfort of the patient while following best medicine and patient experience principles.
  Greets, handles, and treats pets with kindness, compassion, patience, and skill using Fear Free techniques. Nurtures an environment that makes them feel safe and secure. Supports healthcare recommendations and helps educate clients on care or products that would enrich the life of their pet. 3. Planning & Productivity
• Delivers consistent results in a planned and organized manner.
  Ensures that front office equipment is maintained and in proper and safe working condition. Troubleshoots issues and identifies and reports equipment/facility needs to the PM. Ensures the receptionists are managing the appointment book/calendar in an optimal manner to ensure the most efficient use of veterinary and technical staff time.
  Work flow results in a productive, safe, and efficient environment. 4. Culture Champion & Communication
• Contributes to a positive, healthy culture. Acts as a role model using a collaborative approach and assuming positive intent. Sets others up for success and fosters open, proactive, and cooperative relationships. Assists PM in mediating and resolving conflict.
  Participates in creating a profitable and efficient practice while following best medicine and client experience principles. Leads front office team with difficult situations and is able to diffuse client conflict in a professional, hospitable and tactful manner. Escalates/refers when appropriate to PM.
  Contributes, supports, and implements new ideas and positive changes for themselves, the team, and the hospital. 5. Leadership & Coaching
• Leads or embraces being part of a talented and engaged team to produce great results. Meets with PM and receptionists on a regular basis to share key ideas to improve efficiency and performance. Provides detailed feedback and helps conduct performance reviews.
  Works with PM to ensure receptionists are able to succeed in their duties by providing or arranging coaching, development, training, mentorship and education as required. Sets expectations and realistic timelines to ensure job responsibilities and deliverables are achieved.
  Actively participates in personal skill enhancement and continuous learning. Is enthusiastic and responsive to coaching and mentorship. 6. Technical Applications & Role Awareness
• Teammate has a clear role awareness and skill set for their function. Directs and supports the front office team in creating a profitable and efficient practice while following best medicine and client experience principles.
  Ensures reception team efficiently and accurately performs clerical duties, schedules appointments, answers questions, and maintains front office and exam room flow. Ensures reception team correctly enters client and patient information into PIMS and confirms it's up to date at every visit. Works with PM to create solutions in addressing and correcting gaps.
  Identifies and investigates questionable or missed fees, and ensures that owners meet all financial obligations. Accurately performs daily invoicing, cash management and reconciliation. Resolves any issues. Oversees client communications such as welcome letters, sympathy cards, and newsletters in accordance with clin