Client Care Specialist Supervisor

 

As a member of Lakeshore’s leadership team, the Client Care Supervisor is a champion of Lakeshore’s culture and a role model of Lakeshore’s values, upholds best practices, and provides leadership to Client Care Specialists (CCS), Client Care Liaisons (CCL), and Client Care Advocates (CCA).  The Client Care Supervisor operates out of the hospital he/she oversees, holding regularly scheduled hours including exposure to client care members on all shifts (days/hours).  He/she may be required to attend meetings at other locations as needed. The Client Care Supervisor provides day-to-day leadership in client service and does everything possible to assure the ultimate client experience. 

 

Purposed Work Schedule:

Flexible, Five - 8 hour shifts per week.

*Schedule is subject to change due to the needs of the hospital*

 

ESSENTIAL FUNCTIONS

While under the supervision of the Hospital Manager, the Client Care Supervisor must be able to effectively and accurately perform the following duties that include but are not limited to:

 

Training

  • Leads the new hire training and orientation process for client care team. Administers and facilitates training program directly or assigns subject matter experts, supervising the activities. Communicates training status of new staff to the team.
  • Ensures new hires are assigned to work days when appropriate trainers are available and adjusts the schedule when a new hire is ready to work independently.
  • In collaboration with Hospital Manager and Training Manager, evaluates training effectiveness by assessing application of learned skills to job performance. Recommends future training programs and creates improvement plans for areas of concern and focus.

 

Leadership

  • Motivates and engages the client care team to provide high quality care to the patients and clients.
  • Supervises the daily work assignments of the client care team.
  • Acts as the point of contact for all client care staff related questions and troubleshooting.
  • In collaboration with other location supervisors, creates Client Care schedule, schedules training, coordinates replacement/open shift coverage, and participates in recruiting new team members.
  • Takes call-outs, approves PTO, helps to identify replacement coverage including filling shifts as needed.
  • Ensures the performance by the client care team exemplifies the Lakeshore Mission and Core Values, and adheres to hospital policies.
  • Consistently recognizes team members for a job well done, identifies creative ways to engage and retain staff, encourages staff self-development and continuing education, reports staff members deserving of recognition to the Hospital Manager.
  • Plays an active role in interviewing client care team candidates and coordinates realistic job previews.
  • With input and collaboration from the Hospital Manager, leads the development and facilitation of regular employee check-ins, quarterly goal meetings, annual performance reviews, and employee correction and dispute meetings.
  • Participates in agenda creation and facilitates the CCS and CCL team meetings, including the development of regular continuing education topics.
  • Participates in annual review of policies and procedures pertaining to client service.
  • Performs quality assurance activities and provides communication to the Hospital Manager regarding recommendations for changes, corrections and/or implementations.

 

Front Desk Coordination

  • Assists in ensuring that all complaints regarding service are investigated and resolved in a timely manner, as necessary involving the CCL, Hospital Manager, Medical Director and Director of Marketing and Referrals. 
  • In partnership with the Training Manager, Director of Marketing and Referrals and Hospital Manager, assists in the creation and execution of innovative client service strategies that will drive Lakeshore to exceed client satisfaction while promoting positive client relations at all times.
  • Assist in maintaining exceptional communication and service with the referring veterinarian community 
  • Works directly with CCS and technical team to coordinate and ensure highest level of communication, hospitality and concierge in client service.

 

Hospital Administration

  • Participates in various meetings that work towards improving hospital systems across all locations, including the monthly technical team meetings, monthly CCS meetings, and monthly CCL meeting. Actively participates in Lakeshore and hospital committees.
  • In collaboration with the Hospital Manager, monitors contact center phone activity and reviews recorded phone calls to ensure standard of care is met by client care staff, reports deficiencies in these areas to the Hospital Manager.
  • Promotes and ensures that the client care staff adherence to OSHA policies and regulation.

 

SKILLS AND EXPERIENCE

Experience

  • At least two years of experience in a supervisory position is preferred
  • Recent experience at a veterinary hospital is preferred
  • Experience providing client service at a hotel is favorable

 Education

  • High school diploma or equivalent required
  • Bachelor’s degree preferred

 

Skills

  • Computer Skills: Knowledge of Word Processing software. It will also be necessary to become proficient in the use of the practice management software called (ImproMed Infinity) and to perform clerical work with speed and accuracy.
  • Communication Skills: Excellent written and verbal communication and proficient at greeting clients graciously. Maintain a harmonious and cooperative relationship with those contacted in the course of a day.
  • Confidentiality: With access to proprietary and other confidential information, must be highly trustworthy and able to handle confidential records and bank deposits.
  • Other Skills and Abilities: Ability to analyze and resolve problems.  Must be organized, detailed and able to prioritize tasks in a fast paced environment. 
  • Physical Demands: While performing the duties of this job, an employee is frequently required to stand for long periods; move quickly throughout the hospital and verbally communicate with clients and coworkers. The employee may regularly lift and /or move up to 25 pounds.
  • Work Environment: While performing the duties of this job, the employee may be exposed to fractious animals. The employee is occasionally exposed to fumes or airborne particles. The noise level in the work environment may be loud.

 

Our collaborative, communicative, and FUN team sets us a part!

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Job Details

March 27, 2019
83950849- OC
Client Care Services
Full Time
Oak Creek
2 Years