This is a full time 40 hour/week, 5 day, first shift position.
Angell Animal Medical Center has an opening for a Client Care Manager, a position responsible for the leadership and direct management of our Client Care Coordinator team.
The Care Coordinator team works collaboratively with our clinical and service teams to ensure seamless delivery of excellent client service and patient care from the patient's point of arrival to discharge. This impactful role provides daily opportunity to make a positive difference in the quality of life of our patients and clients as well as drive the service standards of our hospital.
THE POSITION:
The Client Care Manager oversees the Client Care Coordinator team. This 18 person team serves as a life-line to clients during their pet's hospitalization - providing status updates and addressing questions/concerns to ensure the client is comforted and informed during their pet's care. This team serves as a central resource for the client via multiple channels and assists the client in making the transition to home care after discharge from the hospital. The Client Care Manager plays a vital role that relies on strong communications skills to set and maintain standards in client and patient care. They also work collaboratively with clinical and other client service areas to design and implement policies to optimize the experience of all Angell clients and patients.
We are looking for applicants who are motivated leaders with a background in client service management. We're seeking a candidate that is devoted to maintaining a values-based culture that remains organizationally committed while perpetually evolving with the changing needs of our clientele, department, and organization.
The Client Care Manager should be adept at handling day-to-day operations and employee relations, all while building consistency in client experience, both internal and external. The person in this position has the potential to have a profound impact on both client and patient care, both through leadership of the Care Coordinator team and collaboration with other departments. By living our organizational values and modeling them for the team, the Client Care Manager is an essential component of our long term organizational goals.
Some Duties include: Oversee daily operations in the department, direct and facilitate workflow to uphold standards in patient care and client service. Assist the team in anticipating and addressing client service issues to ensure high quality service. Prepare the schedule to provide adequate staff coverage throughout the day. Participate in recruitment, orientation and training of staff. Identify and implement retention strategies including ongoing training and mentoring staff with regard to their professional goals. Provide employee feedback and complete performance reviews. Administer payroll, PTO and timesheet approvals. Ensure adherence to policies, procedures, and protocols. WHO WE ARE:
Angell, founded in 1915, is recognized internationally as a leader in animal medicine and has the reputation as one of the finest veterinary teaching hospitals in North America. Angell serves the greater Boston and scenic New England area as a primary care facility, a 24-hour emergency hospital, and as a tertiary referral center. Our Client Services Department is the hub of this busy hospital where, we will see approximately 90,000 animals this year.
APPLICANT REQUIREMENTS: Bachelor's Degree or equivalent client service management experience. Possess excellent verbal and written communication skills. We require applicants to include a cover letter showcasing your writing skills. Have proven excellence in client service. Have knowledge of principles and processes of animal handling/patient care and knowledge of common veterinary drugs. Focus on operational/organizational excellence. Demonstrate patience and empathy. OUR BENEFITS:
MSPCA/Angell offers strong competitive salaries. Our compensation packages include medical, dental, vision and life insurance, 403(b) retirement plan, tuition reimbursement, paid holidays, separate sick and vacation time, employee discounts for your pet health care and pet food needs. Angell is located near public transportation, additionally we have free on site employee parking.