Client Service Supervisor - Ottawa, Canada - Vscan

Vscan
Vscan
Verified Company
Ottawa, Canada

1 week ago

Sophia Lee

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Sophia Lee

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Description

About The VSCAN
We are located just minutes from downtown Ottawa.

The Veterinary Specialty Clinic for Anesthesia and Neurology (VSCAN) is a state-of-the-art veterinary clinic specializing in neurology, surgery and diagnostic imaging for your pets.

We are committed to providing the highest quality care to our partner referring clinics, patients and their families.


Position Overview


The primary goal of the VSCAN Client Service Supervisor is managing the CSR team in order to provide clients and their pets with the best possible experience with the clinic through excellent care and compassionate service.

CSRs facilitate communication between clients and our clinic team members. They also work with referring Veterinarians and their teams to ensure that client information is appropriately shared between practices. Our CSRs are the VSCAN gatekeepers and front-line source of information.


Duties and Responsibilities

  • Manage a team of 23 Client Services Representatives
  • Check in with the CSR team to ensure daily responsibilities are prioritized accordingly, and actioned
  • Conduct regular oneonone checkins and performance reviews of the CSR team
  • Create monthly CSR work schedule ensuring coverage when team members take timeoff
  • Input the monthly appointment schedule in Avimark based on the doctor's rotation and schedule mock up
  • Create and keep up to date the CSR protocols/manual including easy to follow screenshotted instructions/examples
  • Create client files and keep great organization of each file
  • Provide quotes for BAER testing appointments and Outpatient Imaging
  • Send invoices and follow up on any outstanding balances
  • Organize maintenance/replacement of "Clover" brand payment machines as required
  • Create and deliver invoices for accounts receivable Perform daily opening and closing duties
  • Ensure reception area is clean at the start and end of the day
  • Greet clients in a professional manner in person or over the phone
  • Prepare necessary paperwork such as appointment sheets and patient intake forms check to make sure that complete information is available from Referring Veterinarian including lab work and Xrays
  • Admit patients for consultations, recheck examinations, dropoffs, and procedures and process discharges
  • Process insurance preapprovals and pet insurance payments
  • Make followup calls to clients to find out about their pet's condition following procedures
  • Efficiently book emergency appointments requested
  • Process client invoices, accept payment or deposits
  • Assist other team members as required

Skills and Abilities

  • Minimum of 23 years of client/customer service experience and 12 year of supervisory experience
  • Strong client service skills
  • Interact with clients and patients showing genuine interest, concern, and empathy
  • Help clients cope with their pet's health condition, euthanasia, or pet loss in a compassionate manner
  • Exhibit a positive attitude while being diplomatic and discreet
  • Ability to lead a team through accountability, coaching, compassion and respect
  • Excellent timemanagement skills and the ability to handle multiple tasks/projects
  • Maintain composure in stressful and emergency situations
  • Great attention to detail
  • Excellent interpersonal, problemsolving, and teamwork skills
  • Take initiative, work independently, exhibit decisionmaking skills, and multitasking
  • Demonstrate accountability and dependability
  • Build and maintain relationships with team members and referring hospitals with professionalism and integrity

Working Conditions

  • General working conditions can include standing or crouching for extended periods of time
  • Able to stand for lengthy periods of time during surgical or digital imaging procedures
  • May be required to lift up to 15 kg alone and support up to 50 kg with assistance
  • Team members may be exposed to the following: radiation, biohazardous substances, chemical hazards, potentially fractious patients, emotionally stressful situations, unpleasant odours, bites and/or scratches from patients, and loud noises
  • This job description is intended to describe the general nature of work being performed by people assigned to this position. This is not to be thought of as an exhaustive list of all of the responsibilities, qualifications and skills required to perform this role. All team members may be required to upgrade their skills and qualifications by attending training. Team members may also be called upon to perform duties outside of their normal responsibilities from time to time as required to support the needs of "the VSCAN"._
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