Summary:
Under direction of the Practice Manager and/or Office Manager, the Front Office Supervisor will perform a wide range of difficult to complex administrative activities, related to the hospital, providing quality patient care and excellent client relations, staffing guidance and training, promotion of current marketing promotions, and the promotion of services that serve to support effective business operations.
KNOWLEDGE, SKILLS, AND ABILITIES
• Customer Service.
• Basic Human Resources skills.
• Knowledge of sales and marketing techniques.
• Good communication skills, both written and oral.
• Goal oriented.
• Background in managing service oriented operations.
• Ability to plan, organize, and effectively present ideas and concepts.
• Ability to take information obtained from clients, staff, and other sources, discern that which is credible and assess the hospital and it’s operations objectively.
• Must be able to handle multiple tasks at once, and deal with high levels of stress in an environment of changing priorities.
EDUCATION AND EXPERIENCE
• High school diploma or equivalent.
• Must have a minimum 2 years experience in medical care facility operations management.
• Knowledge of sales and marketing techniques.
• Basic Human Resources skills.
• Training and client relations experience.
• Thorough knowledge of the veterinary profession.
AUTHORITY
• Guide, supervise, and, when needed, schedule front office employees.
• Implement training programs to further the level of service provided to our clientele.
• Act as advocate for the front office staff- support and motivate as applicable.
STAFF MANAGEMENT- FRONT OFFICE
• Training, education and development of reception/customer care staff.
• Responsible for coordinating and training new front office employees.
• Coordinating breaks and lunches for front line team, coordinate sending staff home early when necessary.
• Scheduling front line staff as needed with Office Manager.
• Assign responsibilities to each staff member.
• Supervise staff to assure that each job is being completed effectively and efficiently.
• Employee Policy enforcement.
• Employee relations and communications.
• Payroll calculations, time clock maintenance (with Practice Manager and/or Office Manager as needed).
• Monitor employee competence and effectiveness and perform annual performance and salary reviews
(with Practice Manager and/or Office Manager).
• Meetings- present topics as necessary at staff/reception team meetings.
• Schedule and lead continuing education (CE) opportunities for the reception team.
CLIENT MANAGEMENT
• Oversees training of all receptionists in accordance to the principals of our standards of customer service, our Mission Statement, Core Values, and Vision Statements and that the above is known and practiced by all.
• Oversee client flow to insure that clients and patients are seen and greated in a professional, timely, and competent manner.
• Oversees the callback system including next day and overdue reminder calls.
PATIENT LIAISON:
• Includes documenting all client conversations, patient procedures, patient observations, and any other notes in medical records; calling clients to update patient condition, communicating drop off and pick up times, assisting the veterinarian with client phone calls and questions, and maintaining/ creating client information packets.
OFFICE MANAGEMENT
• With the Practice Manager and/or Office Manager, modify and update systems and procedures whenever needed to better serve clients, patients, the practice and employees.
• Sort and process the daily mail.
• Make certain bank deposits are made daily.
HOUSEKEEPING:
• Maintain a clean and tidy reception desk and lobby, free from animal hair and bodily waste, ensure coffee station is clean and stocked, assist Hospital Attendants in cleaning the exam rooms when needed.
PRODUCTION MANAGEMENT
• Meet with the Practice Manager and/or Office Manager regularly to discuss, evaluate, and plan for the welfare of the practice.
• Ensure marketing events and promotions are effective, both internally and externally (working with the Marketing and Events Captain).
• Motivate the front office staff.
• Check transactions for accuracy and missed services through regular spot audits.
RECORDS MANAGEMENT
• Oversee that records are being kept up to date. This includes client records with correct names, addresses, pets, charges, medical history, vaccine status, medications administered, lab reports, etc.
• Ensure that system of pulling charts, authorization forms for boarding, grooming, surgery, laboratory, x-ray, euthanasia, callbacks, client cards and filing is in place and all receptionists are in compliance.
• Responsible for follow up and corrections on reminder cards, statements, and any other returned mailings.
MARKETING MANAGEMENT
• Understand, participate, and support planned marketing events and programs.
• Ensure that the hospital staff understands and utilizes marketing tools and materials both in-house and from vendors.
• Ensure that the hospital staff follow instructions for implementing authorized marketing, employee, friends and family and other discounts in the computer system.
MEETINGS
• Participate in Medical Committee meetings.
• When appropriate, assist in the planning and execution of hospital team and reception team meetings.
DISCLAIMER: This job description is not meant to be an all-inclusive listing of duties expected of this position.
This job description, the duties and expectations may change at any time.