Job Description: CSR Manager

Job Summary

Work alongside Hospital manager, Technician manager, MDVM and Associate DVMs.

Oversee the day-to-day responsibilities of the CSRs to ensure all their duties and tasks are followed. Ensure the tasks of booking the hospital to be successful on a daily basis. Ensure the clients are being treated with the highest level of customer service.  Ensure the care of the pet is being met at the highest level. Perform tasks such as coaching in the moment with CSRs on financial errors and best practices.  Ensure the Hospital Manager is being updated on performance issues so proper action can be taken and addressed.

Job Duties and Responsibilities

Oversee the day-to-day responsibilities of the CSRs to ensure tasks and duties are followed, see CSR Job Description. 

Back up CSR’s as needed and be able to jump in role to provide exceptional client service while maintaining a smooth and efficient flow of clients and patients throughout the hospital.

Forward booking the hospital as well as ensuring the hospital is being booked successful on a daily basis to ensure productivity and profitability.

Ensure the clients are being treated with the highest level of customer service and patient care.

Deal with clients regarding issues that escalate above the CSR level that require management intervention.

Help resolve technical issues with computer, phones and equipment faults in a reasonable timeline to avoid disruption with business.

CSR’s schedules and PTO requests.

Oversee the cremations and sympathy cards for all patients with empathy.

Order the food weekly and participate in quarterly hospital inventory.

Respond to all client google reviews promptly and professionally.

Quality control of all patient charges to ensure accuracy and then correct staff to ensure ongoing training.

Daily and monthly reconciliations.

Oversee hiring of new CSR’s, onboarding and training.

Run CSR meetings as often as necessary; attend monthly management, doctor and staff meetings.

Ensure proper updates are communicated to all CSR’s in a timely fashion.

Assist Hospital Manager with employee workers compensation claim follow up.

Assist Hospital Manager with miscellaneous other administrative tasks as necessary.

Qualifications Education/ Experience

·         High school degree

·         Bachelors degree a plus

·         Prior client service experience in related area preferred but not required

Knowledge:

·         Telephone etiquette and client service excellence

·         Basic veterinary medical knowledge, including products and services, is desired

·         English language and written skills required

·         Familiar with the use of policies, reports, and form completion

Skills:

·         Excellent telephone skills

·         Excellent oral and written communication skills

·         Interpersonal skills including working in a team environment Handling difficult situations including emergencies

·         Basic computer skills (Microsoft Office, E-mail, and AVImark experience preferred)

·         Strong organizational skills with ability to multi-task and still attend to details

·         Typing skills (accuracy)

·         Payment handling and basic finance skills

Abilities:

·         Professional and courteous

·         Flexible

·         Willingness to learn

·         Ability to remain calm under pressure

·         Attention to detail

·         Time management

·         Works well in team and fast-paced environment

·         Adherence to procedures and protocols

·         Takes initiative