We are welcoming a Team Lead that will support and manage the Client Care Specialist and Client Coordinator teams at the hospital (approximately 15-20 employees).
Act as the primary point of contact for all client relations and customer support staff.
Responsible for training and protocol development, team mentorship, hiring and performance management, providing administrative support to doctors and hospital staff, and shaping the client experience.
Provide ongoing support to the other hospital team leaders, the AGM and the GM.
Engage in change management discussions, the implementation of new services and processes, and the management of hospital ratings.
Field complaints from clients and follow up with strategies for improvement.
Act as a mentor and leader for new CCS and CCC team members.
Develop training and coaching methods to optimize the administrative team and shape the first impressions given to our clients.
Maintains extensive knowledge of all the operating systems within the hospital that provide support to the AGM/GM.
Continually take on new projects within the hospital and ensure their ongoing success; for example: CCS/CCC training manuals and cheat sheets, Triage and Emergency protocols for non–RVT/DVM staff, inactives maintenance, and supporting fundraiser challenges.
Responsibilities
Create monthly schedule for CCS and CCC teams, maintain the schedule in event of shortage/illness – willingly pick up shifts to provide coverage
Review resumes, conduct interviews and hiring for CCS/CCC teams
Act as a liaison for various Client care resources/companies
Understand insurance process with all companies and aid with claim submission/pre-approvals/appeals etc.
Create/Maintain CCS/CCC training manual, how-to guides
Complete the Daily Deposit Tracking sheet and Woofware cash corrections.
Train all new employees and follow up on their progress/development
Develop new processes and protocols for client care teams
Send weekly correspondence to teams, updates, emails, tip of the week
Be available on call by phone and within team group chat
Manage complaints. Follow up with concerns.
Engage in Performance management with all team members (yearly & quarterly Coach & Connect)
Run meetings every other month with teams
Continually support the Client Experience and ensure these values are displayed in the team
Mediate conflict between team members and seek solutions to concerns that may arise that affect the schedule and team directly.
On the floor support for all duties performed by CCS/CCC team. Available to help with all tasks and duties – keeping tabs on what is completed and implementing strategies for efficient output by teams
Act as a VCA Brand ambassador
Manage all duties carried out by Client Care team members
Act as support to AGM/GM and all other Team Leaders
Skills and Abilities
Displays compassion when providing care to all clients and patients
Excellent communication skills with team members and clients
Acts with courtesy, diplomacy and discretion at all times
Maintains a positive & co-operative relationship with team members
Maintains external and internal relationships with professionalism and integrity
Demonstrates initiative to carry out tasks independently, under minimal supervision
Demonstrates accountability and dependability
Ability to be flexible in attitude and work habits
Ability to perform job duties under limited supervision
Willingness and eagerness to learn new skills
Ability to remain calm during stressful situations
Demonstrates judgment and problem solving skills with a high level of attention to detail
Ability to manage time efficiently while taking on multiple tasks
Ability to work professionally with clients when performing procedures and treatments, and providing education
Summary: Excellent Interpersonal Skills: Effective communicator with extensive customer relations and service experience and preferred management experience. · Strong Leadership Abilities: Mentor and role-model for others, willing to embark on new challenges and diverse learning opportunities and push team to new heights. · Proven Team Player: Demonstrated through the formation of strong working relationships and trust, while working in positions which require the confidence of fellow staff members. · Time Management: Ability to prioritize, work quickly and precisely while handling the pressure of a time sensitive work environment. · Dependable: Punctual and trustworthy, promotes a positive and adaptable attitude to maintain an ongoing commitment to growth. · Efficient and Hardworking: Highly organized and meticulous, emphasizing independence, self-motivation, and a courteous and professional outlook.
Qualifications
Experience within a veterinary customer service based setting is an assetWork experience as both a Client Care Specialist and Client Care Coordinator is preferredComputer skills: proficiency with Microsoft Office and Woofware SoftwareThis job description is intended to describe the general nature and level of work being performed by people assigned to this position. This is not to be construed as an exhaustive list of all the responsibilities, qualifications and skills required to perform this function. All employees may be required to upgrade their skills and qualifications by attending training. Employees may also be called upon to perform duties outside of their normal responsibilities from time to time and as required to meet ongoing organizational needs.
What VCA Canada Offers
Join our team and you will make a huge difference in the lives of pets and their families! With an extensive network of hospitals across Canada, each location offers a diverse experience, a local community feel, and a caring culture you can thrive in: We have the right fit for you!
A caring culture of Wellness and Appreciation!
RRSP Employer 5 % Match Program – saving for your future just got easier!
Competitive wages and benefits!
Annual uniform allowance
Exceptional career development: there is room to grow here!
Employee Assistance Program
Referral Bonus Rewards
Opportunities to give back in your community through VCA initiatives
Generous personal pet care discounts
And extra perks like shopping discounts and cool wellness apps!
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VCA Canada is committed to providing an inclusive and diverse workplace and is an equal opportunity employer. If you require any assistance, please let us know.
If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.