Client Care Manager, CVRC

Charleston Veterinary Referral Center has a full-time exciting and rewarding career opportunity as our Client Care Manager! If you love working in a fast paced environment and want to increase your knowledge and skills, we would like to meet you. We are serious about providing the best medicine and client experience!

Compensation: $70,000 - $75,000 annually, based on experience

Schedule: Full-time 40 hours per week, Monday - Friday

Benefits: Waiting periods may apply -

• Health insurance
• Pet insurance
• Generous paid time off and paid sick time
• Prioritization of work life balance
• 401k (matching)
• And more!

A little about the Role: The Client Care Manager’s primary role is to provide leadership and direct oversight to the Client Service Team, supporting the medical team, and organize daily workflow. The Client Care Manager will ensure the highest level of client experience is being met and all hospital policies and procedures are being followed. Provide leadership and direction to a team operating on rotating shifts, including nights, weekends, and holidays.

Essential Responsibilities

• Ensure the highest level of client experience is met and take ownership of conflict resolution. Serve as the escalation point for incidents that arise during off-hours.
• Responsible for working directly with the Client Care Team to develop and maintain a 24/7 schedule that ensures coverage and minimizes fatigue for Client Care. Manage time-off requests and shift changes, ensuring continuity of operations. Monitor and manage overtime and labor costs, assist with basic timesheets for Payroll as necessary.
• Oversee and manage annual reviews for CSR Team members, give feedback, and support career development. Address performance issues promptly and professionally. 
• Work in partnership with HR to schedule and conduct Client Care Representative new hire interviews. Oversee and assist with new hire training, ensuring team members are trained for critical tasks and responsibilities. Work in partnership with the Client Care Supervisor/Team Lead to create and maintain training manuals and front desk protocols. 
• Maintain adequate Inter-and-intra departmental communications regarding patient and client issues. Establish continuity of client care through directing daily workflow, enforcement of hospital policy and procedure and keeping the lobby and front desk areas pristine, organized and well supplied. Anticipate the needs of other team members requiring assistance to build a collaborative environment, ensuring Client Care Representative needs and expectations are being met. 
• Work collaboratively with CVRC Management regarding policies and procedures, as well as overall leadership coverage and presence in the hospital. Collaborate closely with the Medical Nursing Manager to enhance patient care, client relations, and employee satisfaction. Assist with developing forms and procedures that assist in the ease of the practice’s overall function. Promote open communication regarding daily practice operations.
• Be able to learn the medical records system and other electronic systems to accurately maintain medical records, invoicing, client communication and internal communication. Manage the processing of insurance claims, client refunds, and a range of client financial transactions.
• Promote the core values of CVRC and Ethos.
• Perform other related responsibilities as assigned.

Qualifications:

• Associate or bachelor’s degree in a relevant field, required.
• At least two years of leadership experience, required.
• Previous experience working in a hospital or outpatient facility, either human or veterinary medicine, with a preference in veterinary medicine, preferred.
• Excellent organizational skills, time management skills with a proven ability to meet deadlines, and attention to detail.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate, to act with integrity, professionalism, and confidentiality, and maintain a professional, positive, and encouraging attitude.
• Ability to remain calm under pressure in a confident manner, while maintaining compassion for animals and their owners, recognizing the equal stress they may endure in an emergency environment.
• Excellent communication skills, verbal & written, with doctors, coworkers, and clients. 

CVRC located in beautiful Charleston, SC is the ONLY VECCS Level 1 certified facility in South Carolina, and 1 of only 2 in the southeast region of the United States!

We currently have a 16,000 square foot, state of the art facility with plans to grow in the new year. Our emergency center is staffed 24 hours, 7 days a week, 365 days a year to always support our community!

Specialty services offered at CVRC include cardiology, internal medicine, neurology & neurosurgery, medical oncology (radiation oncology coming soon!), rehabilitation, soft tissue & orthopedic surgery. Our hospital houses an MRT, CT, fluoroscopy, ultrasound, and digital radiographs for diagnostic imaging.

We have worked hard to create an inclusive environment where our team can work collaboratively and support one another in successes big and small. Come experience state of the art veterinary medicine with opportunities to build your professionals skills through compassion, integrity, and trusting relationships with every client and patient that walks through our doors each day.

It’s a calling and we are on a mission to save lives. Apply now to join our team!

www.charlestonvrc.com/

Charleston, SC

We are excited to announce Ethos Veterinary Health as our new name. Ethos is the new, industry-leading community of legacy Ethos Veterinary Health, Compassion-First Pet Hospitals, SAGE Veterinary Centers, and legacy NVA Specialty and Emergency hospitals. This powerful new community brings together a dynamic network of ~145 hospitals, an unmatched team of experts, cutting-edge technology, and an unwavering commitment to the advancement of the animal health profession and better patient outcomes.
Our commitments to the industry, the profession, our teammates, and our patients, will not change, and in fact will be stronger than ever, as we forge new ground as this new dynamic community. Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.  The team can provide more information about compensation and benefits for your specific location during the process.  For positions based in Colorado, EVH provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.