Client Service Supervisor – VVC Richmond

May 29, 2019

Client Service Representative
Position Available at VVC Richmond

The Client Service Supervisor carries out assigned duties within a regular pattern of work and is adaptable to changes in the work pattern. As Client Service Supervisor he/she is responsible for the day-to-day assigned administrative activities of the front office staff.


Knowledge, Skills, & Abilities

  • At least two (2) years of experience as a client service representative.
  • Participation in continuing education programs with at least eight contact hours of continuing education annually in receptionist, supervisory, or customer/client relations training.
  • Effective communication with clients and staff, maintaining harmonious interpersonal relationships.
  • An enthusiastic, optimistic attitude.
  • Good organizational and supervisory skills.
  • Good coaching and training skills. The ability to provide training and mentorship to staff members
  • The ability to show leadership towards all coworkers.
  • The ability to motivate through an understanding of the different needs and styles of staff and doctors
  • The ability to multitask, prioritize, and delegate
  • The ability to follow or give direction with and without supervision
  • Computer skills and experience with Word and PowerPoint.
  • Must be able to take ownership of tasks and complete those tasks accurately and efficiently.
  • Must be able to work independently or with various internal groups and teams and can manage multiple, simultaneous projects and deadlines.
  • Ability to clearly communicate with staff, clients, and referring veterinarians, by phone or in person.
  • Working knowledge of the veterinary field and displays a strong knowledge of the hospital’s policies and procedures
  • An understanding of how all our departments work and what they each provide and displays a specific knowledge of all job descriptions within our hospital

Principal Duties and Responsibilities

Supervisory Responsibilities

  • Identifies problems and assists in solving them.
  • To ensure that our client service is exceeding the expectations of our clients and RDVMs.
  • Assists in orientation of new personnel and delegates areas of orientation to other office personnel, as appropriate.
  • Assists in evaluations of work performance of all personnel.
  • Encourages staff participation in learning opportunities and professional organizations.
  • Utilizes opportunities for growth through participation in professional organizations and continuing education programs.
  • Contributes to the learning experience of the staff and acts as a role model.
  • Coordinates vacations, work schedules/attendance, and seminar participation.
  • Stores, maintains, retrieves, and distributes patient and office records as appropriate.
  • Develops and adapts work techniques and methods to deliver high-quality customer service and patient care.
  • Keeps inventory of front desk supplies and orders as needed.
  • Responsible for maintenance of all office equipment and reporting any situations that they can not resolve to the appropriate parties.
  • Maintains compassion, sympathy, and professionalism during high-stress situations.
  • Demand quality patient care and client service.
  • Efficiently directs staff during busy and non-busy shifts.
  • Direct staff in a way to improve efficiency.
  • Ensures that doctor, staff, and client communication regarding patient care and client service.
  • Work closely with the Hospital Director, Client Service Manager, or Patient Service manager to ensure proper communication.
  • Meet at least once weekly with appropriate manager regarding staffing and other hospital issues.
  • Assist in the hiring, orienting, and training of new employees.
  • Evaluate staff performance and performs all necessary reviews.
  • Provides immediate feedback for poor employee performance or infractions in hospital policies, procedures, and core values.
  • Facilitates communication among staff by encouraging open and direct communication.
  • Acts as intermediate counsel prior to contacting Human Resource Manager, Client Service Manager, or Patient Service manager (writes up conversations and forwards document to HR).
  • Provides content and is present for staff and departmental meetings held monthly.
  • Member of at least one hospital committee.
  • Be available for all hours that are required for scheduling a 24-hour emergency hospital; also, will arrange coverage for any open shifts or call-outs.
  • Open availability is required.
  • Will work a combination of ER shifts and administrative shifts; based on business needs.
  • Responsible for monitoring staffing and will reach out to CSR Manager when overtime is required for approval.
  • Actively pursues highest level of skills available in the hospital.

Hospital Cleanliness Responsibilities

  • To ensure that our hospital is being kept to our cleanliness standard by performing regular hospital walkthroughs
  • Ensures a clean environment in all areas of the hospital according to assigned daily, weekly, and monthly task lists.

Receptionist Responsibilities

  • To ensure that our customer service is exceeding the expectations of our clients.
  • Answers all incoming telephone calls in a timely pleasant, helpful manner, routing the calls to a more appropriate source when necessary.
  • Assisting clients in a pleasant, helpful manner.
  • Uphold compassion, sympathy, and professionalism during high-stress situations.
  • Stocking of supplies throughout hospital.
  • Greets clients and triages patients upon their arrival to the hospital.
  • Transfers referral appointments to Referral Coordinator using proper script protocols.
  • Escorts clients into the examination rooms or supervises triage of critical patients to the treatment room.
  • Maintains ongoing client relationships through grief counseling, acting as liaison with staff, etc.
  • Performs other duties as directed.
  • Evaluates client concerns and situations to determine their importance and urgency. Conducts research and process adjustments independently or in concert with other department to the mutual satisfaction of the client.
  • Fully documents and forward client complaint items to Client Services Manager or handle complaints with the guidance of the CSR Manager.
  • Monitor the quality and timeliness of service delivery to clients in order to guarantee client satisfaction by accepting full accountability for client wait time until resolved.
  • Record comments or items with regards to research, newly obtained information, or phone calls.
  • Respond in a professional, timely, and empathetic manner to both telephone and written inquiries from internal and external clients.
  • Meets our hospital standards by adapting to new protocols.

Medical & Financial Records Responsibilities

  • Performs research and clearly documents account issues or inquiries and responds to the appropriate clients and/or supervisors after the issue has been resolved.
  • Discussing treatment costs and estimates with clients using established protocols.
  • Assembles and labels all patient records including, but not limited to patient medical records, estimate/treatment authorization forms, euthanasia request forms, and kennel identification labels.
  • Handles all financial transactions including estimates, deposits, payments on accounts, and promissory notes.
  • Files all completed patients’ records at the end of the shift.
  • Stores, maintains, distributes, and retrieves patient’s records and copies charts for referral as requested.
  • Maintains accurate financial records. Upon balancing the shift’s receipts, deposits them in the proper location.
  • Distributes supplies and forms to appropriate areas as directed.
  • Enters financial and non-financial transactions and verifies completeness and accuracy of work.

Responsibilities to Veterinarians

  • Assisting with their daily tasks while upholding our core values during day-to-day operations.
  • Provides and maintains complete and accurate communication and financial records.
  • Develops and adapts work techniques and methods to deliver high-quality client/patient care.

Animal Care Responsibilities

  • Knowledge of patient isolation protocols and zoonotic diseases.
  • Ensures that patient transfers and rounds protocols are upheld.
  • Ensures that doctor, staff, and client communication regarding patient care and finances is at the highest levels possible.

Hospital Efficiency and Management

  • Welcomes new staff to our culture and teaches skills to new hires.
  • Help encourage open and direct communication and facilitate communication between staff.
  • Assists in the orientation of new clerical personnel.

Job Type: Full-time

Pay: $18.00 – $22.00 per hour


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Tuition reimbursement
  • Vision insurance


  • 8-hour shift
  • Day shift
  • Holidays
  • Monday to Friday
  • Overtime
  • Weekend availability